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Abstract:
Compare with other sectors, the service sector has been developing the new engine for initiating economic growth and major consumption activities with people, especially front-line employees of service sectors are usually required for offering the appropriate emotion to directly interact with their customers (i.e. Face-to-Face or Voice-to-Voice), any kind of services is the fundamental social interaction as basically two people, this study has put forward four research propositions which are involved service employee's surface acting, deep acting, and service sweet-hearing during the service interaction with their customers in to support the past and related literatures and proposed management implications, research limitations and future research suggestions based on the research results.
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