“…When an employee feels that his or her opinion counts, he or she will not only be physically present at work but psychologically attached to the organization as well (Mustafa et al, 2016; Song Lin, Lamond, Pan, Qin, & Gao, 2014). When front line workers are positively attached, they express deep acting rather than surface acting (Grandey, 2003), increased service quality as seen in positive emotions such as greeting, eye contact, warm smile (Tan, Der Foo & Kwek, 2004).…”