The Impact of Emotional Labor in a Retail Environment (original) (raw)
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The service employees frequently engage in emotionally demanding interactions with customers. They are likely to have high levels of emotional exhaustion. The present study explores the effect of emotional demand and job demand the independent variables on the dependent variable emotional exhaustion. Data for this were collected from 70 automobile show room executives. The result of this study indicates that emotional demand and job demand are positively related to emotional exhaustion. Three validated instruments were employed in the study to measure the relevant variables. Pearson correlation and multiple regression analysis were used as tools of analysis. The results supported the hypothesis and showed that the independent variables emotional demand accounts for forty five percent and job demand accounts for fifteen percent of effect on the dependent variable - emotional exhaustion. Of the two independent variables emotional demand has more influence on the emotional exhaustion t...
Call Centers industry is developing rapidly and as a consequence of their rampant development provided rich topics for investigation to educational researchers. One of such concept generating increasing discussion is emotional labour. When an individual enhances or suppress emotions as a part of his work, it is called as emotional labour. Emotional labour may increase businesses however employees often find it harmful or taxing. The paper explores the relationship between emotional labour (Surface Acting, Deep Acting and Emotional Dissonance) and organizational commitment and the influence of variables like gender and year of experience in current organization. Data was collected from 200 Customer Service Representatives (CSRs) from call centers in the city of Pune, India. CSRs find that emotional labour is lowering the organizational commitment. There is no difference in strategies adopted for performing emotional labour and level of organizational commitment among male and female CSRs. Those who have more years of experience in current call centers perform emotional labour through surface acting and have low level of organizational commitment compare to CSRs having less years of experience.
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Emotions constitute a powerful psychological force that can significantly influence the behavior and performance of salespeople. However, emotions in the workplace still constitute an underdeveloped area of study, mainly in the field of sales. Sales turnover is also particularly important in relation to sales management due to the nature of sales positions, their historically high turnover levels, and the difficulty involved in filling them. In view of the need to broaden knowledge on how to more successfully retain valuable salespeople, and the fact that B2B selling jobs are not the same across the board, this paper, while controlling the type of selling situation, analyzes the influence of two emotional skills (i.e. emotional intelligence and resilience) on salesperson propensity to leave their organization, both directly and indirectly, through their impact on work-family conflict and emotional exhaustion. The moderating effect of servant leadership perceived by salespeople on the relationship between emotional exhaustion and intention to leave is also addressed. Information provided by 209 salespeople from 105 enterprises from various industries confirms the hypotheses put forward and highlights the importance of encouraging the development of emotional skills as a way of alleviating work stress and reducing salesperson turnover. In addition, the results confirm the contribution of servant leadership towards reducing the effect of emotional exhaustion on salesperson intention to leave.
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Salesperson burnout continues to be a major concern among industrial marketing organizations. In this work, the authors examine whether certain coping strategies moderate the impact of work-related stressors on salesperson burnout; a previously unexamined area in the marketing literature. More specifically, this work examines if problem-focused coping and emotion-focused coping significantly moderate the impact of role stress (ambiguity, conflict) on feelings of emotional exhaustion in an industrial sales setting. Findings indicate that problem-focused coping strategies moderate the impact of role stress on salespersons' emotional exhaustion; actually reversing the overall impact from positive to negative. However, findings surrounding the moderating effect of emotionfocused coping are mixed, raising interesting questions for future research efforts. (J.E. Lewin), Sager@unt.edu (J.K. Sager). 1 Tel.: +1 940 565 3125; fax: +1 940 565 3837.