%0 Journal Article
	%A Ming-Hsiung Wu and  Yu-Hsi Yuan
	%D 2012
	%J International Journal of Transport and Vehicle Engineering
	%B World Academy of Science, Engineering and Technology
	%I Open Science Index 62, 2012
	%T Research on the Influence of Emotional Labor Strategy used by Public Transportation Employee on Service Satisfaction
	%U https://publications.waset.org/pdf/8458
	%V 62
	%X The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.

	%P 271 - 275