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<p>Gratitude expression is omnipresent in social interactions, especially in service industry. While existing research predominantly examines gratitude expression within an organization, particularly from leaders or coworkers, there has been limited exploration of customer gratitude expression (CGE). Our study aims to explore the ways in which CGE relates to employees’ emotional labor. We conducted one three-wave survey study (<i>N</i> = 252) and one scenario-based experimental study (<i>N</i> = 135). We found that CGE enhanced employees’ work meaningfulness, which was associated with increased engagement in deep acting and a reduction in reliance on surface acting, particularly among employees with high work role salience. This paper not only explores the important relationship between CGE and the emotional labor of service employees, but also suggests that organizations can promote the positive interaction between customers and service employees providing customers with the opportunity to express gratitude.</p>

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A ‘thanks’ from customers energizes employees to service with smile: the roles of work meaningfulness and work role salience

  • 期刊论文

  • 发表日期：

    2025年5月7日

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  • Yannan Zhang,
  • Yanghao Zhu,
  • Yanxi Qiang,
  • Zejie Huang

摘要

Gratitude expression is omnipresent in social interactions, especially in service industry. While existing research predominantly examines gratitude expression within an organization, particularly from leaders or coworkers, there has been limited exploration of customer gratitude expression (CGE). Our study aims to explore the ways in which CGE relates to employees’ emotional labor. We conducted one three-wave survey study (N = 252) and one scenario-based experimental study (N = 135). We found that CGE enhanced employees’ work meaningfulness, which was associated with increased engagement in deep acting and a reduction in reliance on surface acting, particularly among employees with high work role salience. This paper not only explores the important relationship between CGE and the emotional labor of service employees, but also suggests that organizations can promote the positive interaction between customers and service employees providing customers with the opportunity to express gratitude.