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中文摘要：
目前情绪劳动理论研究主要聚焦对接触顾客员工的影响,较少涉及如何影响顾客绩效。本研究以关系营销理论为基础,试图揭示三种情绪劳动策略与顾客忠诚之间的作用机制。研究结果表明：深层表演显著正向影响顾客忠诚;真实表达显著正向影响顾客忠诚;顾客认同在深层表演与顾客忠诚间起完全中介作用;顾客认同在真实表达与顾客忠诚间起完全中介作用;情绪价值在深层表演与顾客忠诚间起完全中介作用;情绪价值在真实表达与顾客忠诚间起完全中介作用。研究结果从关系营销视角揭示员工情绪表达与顾客间的作用规律,为服务现场管理实践提供一定理论指导。
英文摘要：
Most Researchers discuss how emotional labor strategies have effect on customer contact employee. They ignore the effect that emotional labor strategies have on customer loyalty. Base on relationship theory, our research discloses the mechanism between three emotional labor strategies and customer loyalty. Research results show that deep acting and genuine expression have obviously positive effect on customer loyalty; customer identification mediates effect between deep acting and customer loyalty; customer identification me- diates effect between genuine expression and customer loyalty ; emotional value mediates effect between deep acting and customer loyalty; emotional value mediates effect between genuine expression and customer loyalty. From the relationship marketing perspective, research results disclose the law between employee＇ s emotion expression and customer, and also provide theoretical guide for service field man- agement practice
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