The impact of emotional labor in a retail environment

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

Journal of Business Research, 2013, vol. 66, issue 5, 670-677

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 (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:66:y:2013:i:5:p:670-677

DOI: 10.1016/j.jbusres.2012.04.001

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