Main Article Content
This paper aims to present the model regarding the effect of emotional labor towards frontline employee emotional exhaustion when serving foreign customers model. The antecedents of emotional labor consist of display rules, job autonomy and the consequence is emotional exhaustion. Moreover, this article also exhibits the moderating role of cultural competence. The cultural competence is illustrated in exacerbating the relationship between emotive dissonance and emotional exhaustion whereas cultural competence intensifies the linkage between emotive effort and emotional exhaustion.
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