Frontline employee emotional exhaustion when serving foreign customers: The moderating role of cultural competence

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ชวนชื่น อัคคะวณิชชา
อมรินทร์ เทวตา


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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อัคคะวณิชชาช., & เทวตาอ. (2018). Frontline employee emotional exhaustion when serving foreign customers: The moderating role of cultural competence. Journal of Management Science Chiangrai Rajabhat University, 11(1), 1-16. Retrieved from
Research Articles
Author Biographies

ชวนชื่น อัคคะวณิชชา

ปรัชญาดุษฎีบัณฑิต สาขาบริหารธุรกิจ มหาวิทยาลัยเชียงใหม่ (2557), ปัจจุบันเป็น อาจารย์ประจำ คณะวิทยาการจัดการ มหาวิทยาลัยศิลปากร

อมรินทร์ เทวตา

วิทยาศาสตร์ดุษฎีบัณฑิต สาขาการจัดการความรู้ มหาวิทยาลัยเชียงใหม่ (2558), ปัจจุบันเป็น ผู้ช่วยศาสตราจารย์ ประจำคณะวิทยาการจัดการ มหาวิทยาลัยศิลปากร


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