Book ChapterDOI
Chapter 4 Sales Employee's Emotional Labor: A Question of Image or Support
Sushanta Kumar Mishra
- Vol. 7, pp 107-131
Reads0
Chats0
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
When 'the show must go on': surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery
TL;DR: In this article, the authors discuss the importance of expressing positive emotions in service interactions, which helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act.
Journal ArticleDOI
Service with a smile: Emotional contagion in the service encounter.
TL;DR: In this article, the antecedents and consequences of displayed emotion in organizations are investigated and the authors propose that customers "catch" the affect of employees through emotional contagion processes.
Journal ArticleDOI
Emotion work and psychological well-being: A review of the literature and some conceptual considerations
TL;DR: In this article, the state of the art on emotion work (emotional labor) is summarized with an emphasis on its effects on well-being, including automatic emotion regulation, surface acting, and deep acting.
Journal ArticleDOI
Using self‐report questionnaires in OB research: A comment on the use of a controversial method
TL;DR: The use of self-report questionnaires has been criticised by both article authors and reviewers as mentioned in this paper, and there are good reasons to be cautious in the use of such questionnaires, but reasons for caution are every bit as important for other methods as well.
Journal ArticleDOI
The Impact of Employee Communication and Perceived External Prestige On Organizational Identification
TL;DR: In this paper, the authors measured the impact of employee communication and perceived external prestige on organizational identification, and found that employee communication augments perceived external prominence and helps explain organizational identification.