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The impact of emotional labor in a retail environment

机译：情绪劳动在零售环境中的影响

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摘要

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.
机译：对于组织而言，了解和管理销售人员的情绪至关重要。通过监视情绪对工作的影响，管理层可以促进和增强其销售队伍。但是，有关销售人员情绪的文献已被大大忽略。本文建立了一个整合的情感劳动过程模型，以更好地理解零售环境中销售人员的情感成分。具体来说，本文研究了情绪劳动和情绪疲惫与工作满意度和组织承诺有关的影响。研究结果表明，情绪劳动既可以预测工作满意度，也可以预测组织承诺，而情绪疲惫只能预测工作满意度。

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  • 来源
    《Journal of Business Research》 |2013年第5期|670-677|共8页
  • 作者

    Yoon-Na Cho; Brian N. Rutherford; JungKun Park;

  • 作者单位

    Department of Marketing, Sam M. Walton College of Business, University of Arkansas, Business Building 302, Fayetteville, AR 72701, United States;

    Department of Marketing and Professional Sales, Coles College of Business, Kennesaw State University, 1000 Chastain Road, BB 255, Kennesaw, CA 30144, United States;

    Department of Retailing and Consumer Sciences, University of Houston, 110 Cameron Building Room 219, Houston, TX 77004, United States;

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  • 正文语种 eng
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  • 关键词

    emotional exhaustion; emotional labor; job satisfaction; organizational commitment;

    机译：情绪疲惫;情感劳动工作满意度;组织承诺;

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