Chapter 4 Sales Employee's Emotional Labor: A Question of Image or Support
29 Jul 2011-Vol. 7, pp 107-131
TL;DR: Based on a study of 523 medical sales representatives, the present study investigates the relationships among employees' perception about organizational image, organizational support, and the way they perform their emotional labor during customer interaction as discussed by the authors.
Abstract: Based on a study of 523 medical sales representatives, the present study investigates the relationships among employees' perception about organizational image, organizational support, and the way they perform their emotional labor during customer interaction. As predicted, the study found support for a positive relationship of both perceived organizational support and perceived external prestige with the way in which employees perform emotional labor. The study further found the importance of perceived external prestige of the organization in influencing the relationship between perceived organizational support and emotional labor. Implications of the study to practitioners and researchers were discussed.
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TL;DR: In this paper, the authors discuss how the concept of emotional labour evolved in the last thirty years and explain the different dimensions of emotional labor and the attempts made to quantify the construct.
Abstract: Emotional labour is a relatively new topic of research in India. This paper discusses how the concept evolved in the last thirty years. The paper mainly aims to explain the different dimensions of emotional labour and the attempts made to quantify the construct. The paper also focuses the progress in emotional labour research in India. Suggestions for future research are also discussed.
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...Mishra (2011) found support for a positive relationship of both perceived organizational support and perceived external prestige with the way in which employees perform emotional labour....
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