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Emotional labor's impact in a retail environment

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  • Cho, Yoon-Na
  • Rutherford, Brian N.
  • Park, JungKun

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.

Suggested Citation

  • Cho, Yoon-Na & Rutherford, Brian N. & Park, JungKun, 2013. "Emotional labor's impact in a retail environment," Journal of Business Research, Elsevier, vol. 66(11), pages 2338-2345.
    • Handle: RePEc:eee:jbrese:v:66:y:2013:i:11:p:2338-2345
    DOI: 10.1016/j.jbusres.2012.04.015
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    References listed on IDEAS

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    1. Dabholkar, Pratibha A. & Abston, Kristie A., 2008. "The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research," Journal of Business Research, Elsevier, vol. 61(9), pages 959-967, September.
    2. Rutherford, Brian & Boles, James & Hamwi, G. Alexander & Madupalli, Ramana & Rutherford, Leann, 2009. "The role of the seven dimensions of job satisfaction in salesperson's attitudes and behaviors," Journal of Business Research, Elsevier, vol. 62(11), pages 1146-1151, November.
    3. Lewin, Jeffrey E. & Sager, Jeffrey K., 2007. "A process model of burnout among salespeople: Some new thoughts," Journal of Business Research, Elsevier, vol. 60(12), pages 1216-1224, December.
    4. Russ, Frederick A. & McNeilly, Kevin M., 1995. "Links among satisfaction, commitment, and turnover intentions: The moderating effect of experience, gender, and performance," Journal of Business Research, Elsevier, vol. 34(1), pages 57-65, September.
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    Cited by:

    1. Qasim Ali Nisar & Noraini Othman & Bidayatul Akmal Mustafa Kamil, 2018. "Leaders’ Emotional Labor Strategies and Wellbeing: Does Perceived Organizational Justice Mediates the Relationship?," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(1), pages :82-98, March.
    2. Ndidi G. Oranika & Ejike A. Okonkwo & Uche J. Aboh, 2020. "Moderating Role of Emotional Labour in Job Characteristics and Organizational Commitment Relations," International Journal of Social and Administrative Sciences, Asian Economic and Social Society, vol. 5(2), pages 127-142, June.
    3. Khairun Nisa Khairuddin & Dewi Amat Sapuan, 2016. "Examining Facets of Emotional Exhaustion In The Malaysian Service Industry," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 7(4), pages 82-95, October.
    4. Seif Obeid Al-Shbiel, 2016. "An Examination the Factors Influence on Unethical Behaviour among Jordanian external auditors: Job Satisfaction as a mediator," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 6(3), pages 285-296, July.
    5. Söderlund, Magnus, 2017. "Employee display of burnout in the service encounter and its impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 168-176.
    6. Hung-Sheng Lai & Hsin-Hui Hu & Zhang-Yu-Jing Chen, 2020. "The effects of culture shock on foreign employees in the service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 361-385, September.
    7. Qiang Wang & Chao Wang, 2020. "Reducing turnover intention: perceived organizational support for frontline employees," Frontiers of Business Research in China, Springer, vol. 14(1), pages 1-16, December.

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