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All Journal Ipso Jure Journal OF Poltica Governo Bibliogia Aquapolis Ludi Litterarri TechTalent & Business Review Oikonomia : Journal of Management Economics and Accounting Ludi Litterarri EduTech Journal Synergisia Journal of Dialogos Journal of Strafvordering Indonesian Journal of Poltica Governo
Nurul Fadhilah
Universitas Sriwijaya
Agriculture, Biological Sciences & Forestry Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : techtalent

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Emotional Labor and Customer Satisfaction: Emotional Regulation in Service Delivery Nurul Fadhilah
TechTalent & Business Review Vol. 2 No. 1 (2026): TTBR-April 2026
Publisher : Asosiasi Peneliti dan Inovasi Nusantara (APIN)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63985/ttbr.v2i1.107

Abstract

Emotional labor has become a critical component in service-oriented organizations, where employees are required to manage and regulate their emotions to deliver quality service. This study aims to analyze the role of emotion regulation in emotional labor and its impact on customer satisfaction. A quantitative explanatory approach was employed, with data collected through structured questionnaires distributed to service employees and customers. The data were analyzed using descriptive statistics and regression analysis to examine the relationships between surface acting, deep acting, emotion regulation, and customer satisfaction. The findings reveal that deep acting has a positive and significant effect on emotion regulation and customer satisfaction, while surface acting has a negative effect. Emotion regulation is also found to significantly influence customer satisfaction, confirming its mediating role in the relationship between emotional labor and service outcomes. The discussion highlights that authentic emotional expressions enhance service quality through emotional contagion and perceived sincerity, whereas inauthentic expressions reduce customer trust and satisfaction. In conclusion, effective management of emotional labor requires organizations to promote deep acting and strengthen employees’ emotion regulation capabilities while providing organizational support to maintain employee well-being. These efforts are essential for achieving sustainable service performance and customer satisfaction
Co-Authors Amalia Tasya Fauziah F Farawowan Fitri Arianti Saputri Fuji Lestari Hamzah Jamaludin Hendri Khuan Loso Judijanto Mahmuddin Mahmuddin Muhammad Hirsan Hanafi Naela Mikyalul Faizah Puteri Aprilani Rosmaria, Rosmaria Samsidar Samsidar Saptaning Ruju Paminto Sian Linda Lerebulan Sumartono Zonita Zirhani Rumalean