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Emotional Labors Impact in a Retail Environment

Title
Emotional Labors Impact in a Retail Environment
Author
박정근
Keywords
Emotional exhaustion; Emotional labor; Job satisfaction; Organizational commitment
Issue Date
2013-03
Publisher
ELSEVIER SCIENCE INC, 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
Citation
JOURNAL OF BUSINESS RESEARCH, 권: 66 호: 11, 페이지: 2338-2345
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. Published by Elsevier Inc.
URI
https://www.sciencedirect.com/science/article/abs/pii/S0148296312001233http://hdl.handle.net/20.500.11754/44124
ISSN
0148-2963
DOI
10.1016/j.jbusres.2012.04.015
Appears in Collections:
GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > BUSINESS ADMINISTRATION(경영학과) > Articles
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