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
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Journal ArticleDOI
Direct and Indirect Effects of Beneficiary Contact and Supervisor Support on Service Performance: Does Perceived External Prestige Matter?
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References
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Susan M. Kruml,Deanna Geddes +1 more
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Journal ArticleDOI
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Journal ArticleDOI
Assessing method variance in multitrait-multimethod matrices: The case of self-reported affect and perceptions at work.
Richard P. Bagozzi,Youjae Yi +1 more