Emotion labor, Customer Satisfaction and Service Quality of Commercial Bank in China

Abstract

On the basis of analyzing the relationship between EL and CS, EL and service quality(SQ), and the relationship between SQ and CS, this paper conducts a detailed study on the influence of EL on CS of bank employees. So far, there are a lot of researches on CS and SQ, but there are few researches from the perspective of EL. In this paper, front-line employees and bank customers of commercial Banks are taken as research objects. Based on the summary of relevant theories of employee EL and CS, SQ and intermediary effect, empirical research is conducted on the relationship among the three, and the impact of EL on CS is analyzed.