Book ChapterDOI
Chapter 4 Sales Employee's Emotional Labor: A Question of Image or Support
Sushanta Kumar Mishra
- Vol. 7, pp 107-131
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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.read more
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References
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Journal Article
How Organizational Image Affects Employee Attitudes
Olivier Herrbach,Karim Mignonac +1 more
Journal ArticleDOI
The Identity‐Matching Principle: Corporate and Organizational Identification in a Franchising System
TL;DR: This article examined corporate and organizational identification in franchisee organizations from the perspective of the social identity approach and proposed the identity-matching principle (IMP) as a heuristic for understanding and predicting the different effects of nested identifications.
Journal ArticleDOI
How organisational image affects employee attitudes
Olivier Herrbach,Karim Mignonac +1 more
Journal ArticleDOI
Positioning, similarity and difference: Narratives of individual and organizational identities in an Australian university
Primo G. Garcia,Cynthia Hardy +1 more
TL;DR: This article examined how the identities of individuals working within the university, as well as the university itself, were constructed by examining the narratives that organizational members told, showing how academics, senior executives and general staff members constructed identities through different patterns in the interplay of similarity and difference among actors, doings and perceptions, as a result of which positions were ascribed to and taken up by individual and collective actors.
Journal ArticleDOI
Situational and dispositional predictors of displays of positive emotions
TL;DR: In this article, the authors examined the effects of situational and personality factors on the display of positive emotions in store busyness and customer demand, and found that extraversion was positively related to displayed positive emotions and neuroticism was negatively related to displaying positive emotions.