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The joint effect of flirting and emotional labor on customer service-related outcomes

2021; Elsevier BV; Volume: 60; Linguagem: Inglês

10.1016/j.jretconser.2021.102497

1873-1384

Hana Medler-Liraz, Tali Seger-Guttmann,

Emotions and Moral Behavior

The current studies examined why hospitality employees flirt with customers, and the interaction between flirting and authentic or faked emotional displays. In Study 1, 245 restaurant servers reported their flirting motivations, emotional labor strategy, and perceived rapport. Flirting motivations had a positive effect on rapport when servers engaged in either surface acting or deep acting but not when servers engaged less in emotional labor strategies. In Study 2, 130 servers reported their flirting displays, emotional labor strategies and tip sizes. Flirting displays only increased tips when deep acting was involved. The theoretical and practical implications of flirting are discussed.