Book ChapterDOI
Chapter 4 Sales Employee's Emotional Labor: A Question of Image or Support
Sushanta Kumar Mishra
- Vol. 7, pp 107-131
TLDR
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
Citations
More filters
Posted Content
How Organizational Image Affects Employee Attitudes
Olivier Herrbach,Karim Mignonac +1 more
Journal Article
Through the Years: Evolution of Emotional Labour as a Construct and a Measure
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.
Journal ArticleDOI
Direct and Indirect Effects of Beneficiary Contact and Supervisor Support on Service Performance: Does Perceived External Prestige Matter?
TL;DR: This paper examined the impact of employees' interactions with external beneficiaries in explaining service performance and found that supervisor support (an internal factor) and contact with beneficiaries (an external factor) influence employee service performance.
References
More filters
Journal ArticleDOI
The Ripple Effect: Emotional Contagion and Its Influence on Group Behavior
TL;DR: Group emotional contagion, the transfer of moods among people in a group, and its influence on work group dynamics was examined in a laboratory study of managerial decision making using multiple, c...
Journal ArticleDOI
Keeping An Eye on the Mirror: Image and Identity In Organizational Adaptation
Jane E. Dutton,Janet M. Dukerich +1 more
TL;DR: In this article, the authors address how individuals make sense of their organization's response to a nontraditional and emotional strategic issue, and the reported research also concerned microprocesses involved in the response.
Journal ArticleDOI
Identity regulation as organizational control: Producing the appropriate individual
Mats Alvesson,Hugh Willmott +1 more
TL;DR: In this article, the authors take the regulation of identity as a focus for examining organizational control and consider how employees are enjoined to develop self-images and work orientations that are deemed congruent with managerially defined objectives.
Journal ArticleDOI
Basking in Reflected Glory: Three (Football) Field Studies
Robert B. Cialdini,Richard Borden,Avril Thorne,Marcus Randall Walker,Stephen Freeman,Lloyd R. Sloan +5 more
TL;DR: The tendency to "bask in reflected glory" (BIRG) by publicly announcing one's associations with successful others was investigated in three field experiments as mentioned in this paper, showing that the tendency to bask in the glory of a successful source was not involved in the cause of the source's success.
Journal ArticleDOI
The Dimensions, Antecedents, and Consequences of Emotional Labor
TL;DR: In this article, the authors conceptualized the emotional labor construct in terms of four dimensions: frequency of appropriate emotional display, attentiveness to required display rules, variety of emotions to be displayed, and emotional dissonance generated by having to express organizationally desired emotions not genuinely felt.