IntroductionAs the service industry has greatly expanded, employee appro-priate emotional labor, formed at customer contact points, hasbecome an important factor that enhances the competitivenessof service organization and determines their performance. Appro-priate emotional labor induces positive customer word-of-mouthand repetitive purchases and also draws positive corporate eval-uations (Ashkanasy et al., 2002; Grandey, 2003). Understandingemotional labor in the service industry is important because front-line employees engage in this work as part of their jobs, whichinclude greeting customers with a positive attitude (Cho et al.,2013). When emotional labor was first presented as an entity, it wasseen as different from physical or mental labor (Hochschild, 1983).