Emotional labor's impact in a retail environment |
| |
Authors: | Yoon-Na Cho Brian N. Rutherford JungKun Park |
| |
Affiliation: | 1. Department of Marketing, Sam M. Walton College of Business, University of Arkansas, Fayetteville, AR 72701, United States;2. Department of Marketing and Professional Sales, Coles College of Business, Kennesaw State University, 1000 Chastain Road, BB 255, Kennesaw, GA 30144, United States;3. Department of Retailing and Consumer Sciences, University of Houston, 110 Cameron Building Room 219, Houston, TX 77004, United States |
| |
Abstract: | 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. |
| |
Keywords: | Emotional exhaustion Emotional labor Job satisfaction Organizational commitment |
本文献已被 ScienceDirect 等数据库收录! |
|