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The purpose of this paper is to develop and test a conceptual model of the relationships among the constructs of “service quality”, “emotional satisfaction”, and “behavioural intention” in the hospitality industry.

The study utilises a review of the literature to propose a conceptual model that postulates that: service quality is positively related to consumers' emotions; service quality is positively related to behavioural intentions; and consumers' emotions are positively related to behavioural intentions. Moreover, the model postulates that emotional satisfaction partially mediates the effect of service quality on behavioural intentions. The model is tested in an empirical study with data from a survey among 200 Canadian travellers.

All the hypothesised relationships are supported. The results confirm that service quality exerts both direct and indirect effects (through emotional satisfaction) on behavioural intentions.

Future research should focus on the role of emotional satisfaction in service experience in a variety of settings.

The research provides valuable insights into the role of emotional satisfaction in the hotel service experience. Emotional satisfaction makes a significant contribution to the prediction of behavioural intentions (such as loyalty, word of mouth, and willingness to pay more).

This paper aims to draw attention to the need for a nuanced view of the emotional contagion framework. It proposes and empirically tests a refined model of emotional contagion and its effects in the hotel sector by focusing on the front-desk service encounter interactions.

Data were collected from three separate groups of paired informants: receptionists, hotel customers and interaction observers. The sample included 573 full customer service interactions in 47 hotels in Catalonia. The model was tested with structural equation modelling.

Emotional contagion has specific mechanisms at the hotel front-desk. No relationship was found between receptionists’ inner mood and their outwardly displayed emotions. Yet, receptionists’ displayed emotions enhance customer mood, and, largely, customer satisfaction. Ultimately, this affects customer behavioural intentions. It was also discovered that guests are able to clearly distinguish between their satisfaction with the specific service encounter at the front desk and the overall satisfaction with the hotel stay. The positive effects of employees’ displayed emotions are of particular importance in lower-star hotels and are less important at the high end. Perceived training opportunities have a positive effect on customer satisfaction and improve the employee-displayed emotion.

Researchers should examine employee outcomes that are more stable than mood, but may enhance or be related to the effective display of emotions at the front desk, such as employee satisfaction and commitment. In general, emotions and behaviours of employees and consumers should be further examined in other services across the hospitality industry, in different cultural contexts and in terms of their impact on company performance. Researchers should heed the precise type of mechanism that takes place in each service context.

The hotel management should focus their efforts on ensuring positive emotional performance, regardless of employees’ inner mood. Managers should carefully interpret differentiated results according to whether they have been drawn from overall satisfaction or customer service interaction surveys. The training provision is of particular importance in lower-star hotels, where customer outcomes depend more on employee-displayed emotion.

This study empirically corroborates that customer outcomes of front-desk services are linked to receptionists’ displayed emotions, and not to employees’ feelings. Onsite data collection, multiple-informant approach, paired dyads and structural equation modelling hold a great potential for study designs that seek insights into interpersonal phenomena in hospitality services research.

This study aims to examine the interrelationships between the dimensions of perceived value, including functional, emotional and social values. The mediating role of emotional value between functional and social values and satisfaction have been hypothesized and tested. In addition, this study examines the moderating role of social value for the effect of emotional value on satisfaction.

Data for this study were collected from guests staying at two traditional guesthouses in Kashan, Iran. The authors applied partial least squares structural equation modeling to analyze 316 questionnaires completed by participants and for hypotheses testing.

The authors found positive and direct effects of all dimensions of perceived value on satisfaction. Moreover, the results indicated positive and significant indirect effects for functional and social values on satisfaction through emotional value. The findings demonstrated positive and strong effects of functional and social values on emotional value. The results do not support a moderating role for social value on the relationship between emotional value and satisfaction. In addition, the findings showed a strong and positive effect for satisfaction on revisit intentions.

This study makes a unique theoretical contribution to the perceived value literature by investigating the interrelationships between dimensions of perceived value. Moreover, this study explores several practical implications of these findings.

The study aims to examine the relationship between destination attributes and tourist satisfaction as well as the extent to which emotional involvement mediates between destination attributes and tourist satisfaction.

Data were collected from a sample of 600 domestic tourists by using a purposive sampling technique where 382 samples were useable, and the response rate was 63.67%. The structural equation modeling (SmartPLS 3.0.) was used to test the hypothesized relationship among variables.

Among the 16 hypothesized paths, 13 were supported. Destination attributes (accommodation, attraction, food and beverages and transportation) except safety significantly influence tourist satisfaction; herein accommodation has the greatest effect on tourist satisfaction. Similarly, destination attributes except safety significantly influence tourists’ emotional involvement. This study also reveals that tourists’ emotional involvement partially mediates in the link between destination attributes except for safety and customer satisfaction.

The results of the study will assist the hospitality researchers and managers to understand the roles of destination attributes and emotional involvement on tourist satisfaction in the tourism industry.

The study is the first to explore the mediating relationship in the link between destination attributes and tourist satisfaction in the tourism industry.

This study explores how emotional intelligence, customer orientation, deep acting and surface acting influence job satisfaction among middle managers in their interactions with customers, colleagues and business partners. By examining these factors, we aim to provide insights into their collective impact on job satisfaction and interpersonal dynamics within organizational contexts.

By involving 95 middle managers at Indonesian Internet service providers as respondents, this research used a questionnaire to collect data. Next, the data were analyzed using the partial least square-structural equation modeling (PLS-SEM) technique, which evaluated measurement models and structural models. A total of twelve hypotheses were tested in this study.

This study found that customer orientation does not have a significant effect on deep acting, thereby nullifying its indirect effect on job satisfaction. Conversely, it's demonstrated that both deep acting and surface acting serve as partial mediators in the relationship between emotional intelligence and job satisfaction. Furthermore, surface acting emerges as a partial mediator in the connection between customer orientation and job satisfaction.

By exploring the relationship between customer orientation, emotional intelligence and job satisfaction among employees, this study seeks to reveal novel insights. The study examines the impact of these critical elements, which are necessary for middle managers to effectively manage their emotions and cultivate significant connections, on their overall job satisfaction and interpersonal dynamics in their diverse responsibilities.

This chapter provides a multilevel perspective on the impact of leaders’ emotional display and control on subordinates’ job satisfaction.

This multilevel study investigates how the association of employees’ perceived immediate leaders’ servant leadership and their job satisfaction is influenced by leaders’ emotional labor. Participants in this study included 180 employees and 40 immediate leaders from 40 groups across 16 firms. To avoid of common methods of variances, multiple ratings were employed. Servant leadership of immediate team leaders and subordinates’ job satisfaction were rated by subordinates.

The results showed the positive relationship between perceived team leaders’ creating value for community (one dimension of servant leadership) and team members’ job satisfaction is strengthened by an increase in leaders’ deep-acting of emotions, but is decreased with an increase in leaders’ surface-acting and expression of naturally felt emotions.

This study confirms that a team leader’s emotional labor is likely to affect team members’ job satisfaction, which is also related to employees’ perceived servant leadership. Although how leaders display their emotions in organizations has a significant influence on the association between leaders’ creating value for community and subordinates’ job satisfaction, this study did not identify the explicit mechanisms to explain why this happens.

These findings will enrich the practice of leaders’ emotional management in organizations.

This chapter is the first to provide a perspective to understand leaders’ emotional labor from cross-level analysis. This study also extends our understandings of the effects of servant leadership and its relationships with subordinates’ job satisfaction through an exploration of each dimension of servant leadership on job satisfaction rather than relying on an overall measure servant leadership.

This paper examines the effect of job satisfaction on job performance among physicians in Iraq's public hospitals. It also determines the mediating role of job satisfaction on the relationship between emotional intelligence and job performance. It further unveils the mediating role of job satisfaction on the nexus between transformational leadership and job performance. As physicians form the bulk of health-care professionals, their performance at work is crucial in determining patient satisfaction regarding care quality.

A quantitative approach with structural equation modelling via partial least squares (PLS-SEM) and bootstrapping estimation was used to test the hypotheses developed. A total of 157 responses were utilized in the data analysis.

Evidence from the study indicates that job satisfaction has a positive relationship with job performance. The study also provides evidence that job satisfaction plays a positive mediating role in the relationship between emotional intelligence and job performance. Similarly, job satisfaction has a positive mediating effect on the nexus between transformational leadership and job performance among physicians in Iraq's public hospitals.

To the best of the authors' knowledge, this is the first study to investigate the relationship between physician job satisfaction and job performance in Iraqi public hospitals. Studies using Eastern samples are scarce, so the findings of this study will add to the body of knowledge from a cross-cultural standpoint.

The aim of this study is to measure the mediating effect of emotional intelligence on job satisfaction and firm performance of small business and to identify the critical success constructs and significant path of emotional intelligence in relation to job satisfaction and firm performance.

This study provides an analysis of the relevant literature that has been published on the renowned journal of small business. This study’s theoretical framework and constructs were developed based on prior research of emotional intelligence in small business. Along with, data were gathered from 355 respondents, with a valid response rate of 73.95%. This study used the SEM-PLS to measure the validity of the theoretical framework and test the hypothesis.

This study revealed that infrastructure, leadership and management, salary, working hours, working environment and emotional intelligence are very crucial for job satisfaction and firm performance. Emotional intelligence mediated the relationship between five job satisfaction factors (working hours, organizational infrastructure, leadership and management, working environment, salary and other benefits) and firm performance. Thus, this study can contribute to enhancing firm performance and developing a new dimension of small business.

The result of this study will assist the researchers and service providers in understanding the mediating effect of emotional intelligence on job satisfaction and firm performance of small businesses. Thereby, policy formulation in the era of training of employees, leadership and technology-based services orientation will assist to in enhancing opportunities for small businesses and upholding sustainable business.

To the best of the authors’ knowledge, this study is the first to analyze the link of the mediating effect of emotional intelligence on job satisfaction and firm performance of small business.

Satisfaction and loyalty as vital and strategic concepts in marketing literature are highly important to companies and marketers. The review of the existing literature reveals a gap of the role of emotional constructs that can begin in a regular and rational sequence of satisfaction and ultimately lead to the formation of consumer loyalty. Hence, in the current study, we seek to answer the question of whether emotional constructs such as emotional attachment and love play a mediating role in the process of transitioning from satisfaction to loyalty in the correct sequence.

A total of 300 valid questionnaires on Smartphone and apparel brands were collected from respondents and analyzed using the partial least squares method.

The results showed that brand love is the strongest antecedent of brand loyalty and is the only variable that directly influences brand loyalty in comparison to satisfaction and emotional brand attachment. Moreover, the examination of indirect effects revealed that our assumption based on that the emotional structures such as emotional attachment and brand love play a mediating role in the process of transitioning from satisfaction to loyalty in a correct sequence is supported.

Generalizability needs to be established with a wider range of consumer groups. The survey was conducted in Iran and future research should assess the same product categories in other cultural settings as well as consider other product categories to assess the external validity of these results. The insights on consumers' brand relationships help brand managers devise effective brand management strategies.

The managerial implications can guide managers toward enhancing the consumers' loyalty to the brand through a better understanding of the consumer loyalty process to a brand as well as better relational marketing practices.

The study validates the mediating role of emotional brand attachment and brand love in the relationship between brand satisfaction and brand loyalty; is one of the first to develop a conceptual model that examines the role of emotional structures in the process of transition from satisfaction to loyalty.; is one of few studies to develop the role of emotional structures in the form of a relational chain of brands in the process of transition from satisfaction to loyalty.

The purpose of this paper is to examine the relationships between emotional labor, emotions, and job satisfaction among nurses, and explore the mediating role of emotions in the relationship between emotional labor and job satisfaction.

A cross-sectional study was designed with 168 nurses in Korea. Structural equation modeling and path analysis were performed to analyze data.

Surface acting correlated positively with anxiety and frustration. Deep acting correlated positively with enjoyment and pride but correlated negatively with anxiety, anger and frustration. Enjoyment and pride correlated positively with job satisfaction; anger correlated negatively with job satisfaction. Deep acting correlated positively with job satisfaction, while surface acting did not show a significant relationship. Enjoyment, pride and anger mediated the relationship between deep acting and job satisfaction.

This research expands empirical findings on nurses’ emotional experiences, by considering their discrete emotions rather than general affect. It is the first study to empirically examine the relationships between emotional labor, discrete emotions and job satisfaction, as well as the mediating role of emotions in the relationship between emotional labor and job satisfaction in the nursing field. The mediating role of emotions suggests that not only nurses and nurse managers but also hospital administrators should take nurses’ emotions into account to increase nurses’ well-being and their job satisfaction. Finally, differential influences of surface acting and deep acting on nurses’ emotional experiences and job satisfaction highlight the need for practical interventions to promote the use of deep acting among nurses.

This study confirms the mediating role of emotions in the relationship between emotional labor and job satisfaction in the nursing field. It encourages future research to pay greater attention to nurses’ emotions themselves along with emotional labor. Findings add an interdisciplinary aspect to research on nursing by assimilating psychological perspectives of emotion and emotion management research to this field.