ISSN 2167-0439
International Journal of Management and Business Studies ISSN 2167-0439 Vol. 15 (3), pp. 001-013, March, 2026. Available online at www.internationalscholarsjournals.org © International Scholars Journals
Full Length Research Paper
The Emotional Core of Service Success: Empirical Evidence from the Service Sector
Rong-Da Liang1*, Ching-Sheng Chang2 and Tung-Sheng Wang2
1Department of Marketing and Logistics Management, National Penghu University of Science and Technology, Taiwan.
2Graduate Institute of Management, National Kaohsiung First University of Science and Technology, Taiwan
Accepted December, 2025
Service responsiveness is an important contemporary issue related to organization responsiveness. Meanwhile, the extent to which service responsiveness influences emotions and service outcomes has seldom been examined empirically. The analytical results of this study are based on applying questionnaire method to accumulate dyadic data from managers and subordinates. According to those results, mechanistic and organic service responsiveness are positively correlated with positive employee social emotions and the influence of mechanistic service responsiveness exceeds that of organic service responsiveness. Mechanistic and organic service responsiveness enhances employee negative social emotions and the influence of organic service responsiveness exceeds that of mechanistic service responsiveness. Positive social emotions positively influence job and customer satisfaction. Academic and managerial implications are discussed as well.
Key words: Mechanistic service responsiveness, organic service responsiveness, social emotion, job satisfaction, customer satisfaction.