Emotional labor's impact in a retail environment

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• 作者：Yoon-Na Cho ; Brian N. Rutherford ; JungKun Park
• 关键词：Emotional exhaustion ; Emotional labor ; Job satisfaction ; Organizational commitment
• 刊名：Journal of Business Research
• 出版年：2013
• 出版时间：November, 2013
• 年：2013
• 卷：66
• 期：11
• 页码：2338-2345
• 全文大小：275 K

文摘

It is essential for organizations to understand and manage salespeople's emotions. By monitoring the effects of emotions on the job, management can promote and enhance its sales force. However, the literature on salespersons' emotions has been largely overlooked. This paper establishes an integrative emotional labor process model to better understand the emotional component of the sales force in a retail context. Specifically, the paper examines the impact of emotional labor and emotional exhaustion in relation to job satisfaction and organizational commitment. Findings suggest that emotional labor predicts both job satisfaction and organizational commitment, while emotional exhaustion only predicts job satisfaction.