Emotional labor's impact in a retail environment
TL;DR: In this article, the authors examined the impact of emotional labor and emotional exhaustion in relation to job satisfaction and organizational commitment and found that emotional labor predicts both job satisfaction, while emotional exhaustion only predicts job satisfaction.
About: This article is published in Journal of Business Research.The article was published on 2013-11-01. It has received 33 citations till now. The article focuses on the topics: Emotional exhaustion & Affective events theory.
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01 Jul 1973
Abstract: Abstract : A study is reported of the variations in organizational commitment and job satisfaction, as related to subsequent turnover in a sample of recently-employed psychiatric technician trainees. A longitudinal study was made across a 10 1/2 month period, with attitude measures collected at four points in time. For this sample, job satisfaction measures appeared better able to differentiate future stayers from leavers in the earliest phase of the study. With the passage of time, organizational commitment measures proved to be a better predictor of turnover, and job satisfaction failed to predict turnover. The findings are discussed in the light of other related studies, and possible explanations are examined. (Modified author abstract)
497 citations
TL;DR: In this article, the authors examined the relationship between perceived corporate social responsibility, organizational identification, job satisfaction, and job performance, and developed a sequential mediation model by fully integrating these links and found that perceived CSR was indirectly and positively associated with job performance.
Abstract: In spite of the increasing importance of corporate social responsibility (CSR) and employee job performance, little is still known about the links between the socially responsible actions of organizations and the job performance of their members In order to explain how employees’ perceptions of CSR influence their job performance, this study first examines the relationships between perceived CSR, organizational identification, job satisfaction, and job performance, and then develops a sequential mediation model by fully integrating these links The results of structural equation modeling analyses conducted for 250 employees at hotels in South Korea offered strong support for the proposed model We found that perceived CSR was indirectly and positively associated with job performance sequentially mediated first through organizational identification and then job satisfaction This study theoretically contributes to the CSR literature by revealing the sequential mechanism through which employees’ perceptions of CSR affect their job performance, and offers practical implications by stressing the importance of employees’ perceptions of CSR Limitations of this study and future research directions are discussed
91 citations
TL;DR: In this article, structural equation modeling analysis was used to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction, and whether perceived organizational support (POS) moderates the relationship between emotional labour strategies and job-related outcomes.
Abstract: Purpose – The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and job-related outcomes (i.e. job satisfaction and job performance). Design/methodology/approach – Structural equation modeling analysis provided support for the hypotheses from a sample of 309 South Korean department store sales employees. Findings – The results revealed that surface acting had a negative effect, whereas deep acting had a positive effect on job satisfaction. In addition, the relationship between emotional labor strategies (i.e. surface acting and deep acting) and job performance was significantly mediated by job satisfaction. Finally, POS significantly moderated the relationship between surface acting and job satisfaction, as well as the relationsh...
82 citations
Cites background from "Emotional labor's impact in a retai..."
...In addition, recent research has found that surface acting is related to job dissatisfaction and job performance in China (e.g. Chen et al., 2012; Cheung and Tang, 2010; Cheung et al., 2011; Cho et al., 2013; Lee, 2010)....
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...In addition, one of the most popular subjects in research on emotional labor is retail salespeople, who are susceptible to emotional depletion (e.g. Allen et al., 2014; Cho et al., 2013)....
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...Introduction Interest in the study of emotional labor has increased due to the growth of the service industry and its competitiveness (Cho et al., 2013; Lee and Ok, 2012). Since Hochschild’s (1983) work on the management of human feelings in the workplace, the emotional...
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...Introduction Interest in the study of emotional labor has increased due to the growth of the service industry and its competitiveness (Cho et al., 2013; Lee and Ok, 2012)....
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TL;DR: In this paper, a net-nographic study of YouTube Beauty Gurus as tribal entrepreneurs, and uniting the concept of emotional labour with theories of moral emotions, demonstrate the importance of emotional labor to tribal entrepreneurship's success.
48 citations
Journal Article•
TL;DR: In this article, the authors explored the effect of role stress on job performance, job satisfaction, organizational commitment, and turnover intentions through a case analysis on college of management and technology (CMT) one of the Arab academy for science and technology and maritime transport.
Abstract: The purpose of this paper is to explore (1) the effect of the relationship among role stress (role conflict, role ambiguity, role novelty and role overload) on job performance, job satisfaction, organizational commitment and turnover intentions; and (2) the situational relationships among job satisfaction, job performance, employee commitment to organizations and employee turnover intentions through a case analysis on college of management and technology (CMT) one of the Arab academy for science and technology and maritime transport. A structured questionnaire was developed. The hypotheses were simultaneously tested on a sample of 65 out of 100 employees distributed, giving a response rate of 65 per cent. Several analytical techniques were used to evaluate the relationships among the variables under investigation such as Pearson correlation, and chi-square. Hierarchical regression was used to evaluate the mediating role. The findings of this study have shown significant relationships among the variables under investigation as well as they have shown contribution as a moderator. It is imperative to better understand how a CMT skilled staff member can effectively and efficiently cope and manage with role stress and reducing or eliminating to a certain extent its negative effect on performance, satisfaction and commitment used in a way not to influence their intention to leave. This investigation is both timely and important within the Egyptian culture context. The research was limited to one college of the Arab Academy for Science and Technology and Maritime Transport in Egypt. Also the use of cross-sectional design restricts inferences being drawn regarding casualty. Although job satisfaction has been the focus of many academic papers, it is rarely defined in a systematic way. The present study contributes to the literature not only by providing empirical support for the frequently hypothesized contributions in adding to the body of knowledge regarding the relationship between role stress (role conflict, role ambiguity, role novelty and role overload) on job performance, job satisfaction, organizational commitment and turnover intentions within the Egyptian context.
37 citations
Cites background from "Emotional labor's impact in a retai..."
...Various researchers generally agreed that job satisfaction is considered as a set of evaluative feelings positive or negative that staff members' have toward his/her job (Locke 1969, 1976; Skinner et al., 1984; Odom et al., 1990; Mengüç, 1996; Spector, 1997; Buitendach and De Witte, 2005; Kim et al., 2005; Wright, 2005; Chen, 2006; Le Rouge et al., 2006; Wegge et al., 2007; Arnold et al., 2009; Alniacik et al., 2011; Cho et al., 2012; Pantik et al., 2012; Yamaguchi, 2012; Yucel and Bektas, 2012)....
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...satisfaction is considered to be a subjective term, defined in various ways based on the research interest (Vakola and Bouradas, 2005; Wan, 2007; Sahinidis and Bouris, 2008; Fitcher and Cipolla, 2010; Cho et al., 2012; Pantik et al., 2012; Yucel and Bektas, 2012)....
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...…state that reflects a high sense of belonging, acceptance, identity, loyalty, support, passion and pride feelings towards the College of Management and Technology (CMT) (Sverke and Sjöberg, 1994; Lee et al., 1999; Kim et al., 2005; Le Rouge et al., 2006; Aghdasi et al., 2011; Cho et al., 2012)....
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...The major thrust of organizational commitment is a psychological state that reflects a high sense of belonging, acceptance, identity, loyalty, support, passion and pride feelings towards the College of Management and Technology (CMT) (Sverke and Sjöberg, 1994; Lee et al., 1999; Kim et al., 2005; Le Rouge et al., 2006; Aghdasi et al., 2011; Cho et al., 2012)....
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...Removing the obstacle of role stress not only increase performance and commitment but also decreases turnover intentions (Boshoff and Mels, 1995; Paulin et al., 2006; Cho et al., 2012)....
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References
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01 Jan 1973
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
Abstract: Offers an applications-oriented approach to multivariate data analysis, focusing on the use of each technique, rather than its mathematical derivation. The text introduces a six-step framework for organizing and discussing techniques with flowcharts for each.
Well-suited for the non-statistician, this applications-oriented introduction to multivariate analysis focuses on the fundamental concepts that affect the use of specific techniques rather than the mathematical derivation of the technique. Provides an overview of several techniques and approaches that are available to analysts today - e.g., data warehousing and data mining, neural networks and resampling/bootstrapping. Chapters are organized to provide a practical, logical progression of the phases of analysis and to group similar types of techniques applicable to most situations.
Table of Contents
1. Introduction.
I. PREPARING FOR A MULTIVARIATE ANALYSIS.
2. Examining Your Data.
3. Factor Analysis.
II. DEPENDENCE TECHNIQUES.
4. Multiple Regression.
5. Multiple Discriminant Analysis and Logistic Regression.
6. Multivariate Analysis of Variance.
7. Conjoint Analysis.
8. Canonical Correlation Analysis.
III. INTERDEPENDENCE TECHNIQUES.
9. Cluster Analysis.
10. Multidimensional Scaling.
IV. ADVANCED AND EMERGING TECHNIQUES.
11. Structural Equation Modeling.
12. Emerging Techniques in Multivariate Analysis.
Appendix A: Applications of Multivariate Data Analysis.
Index.
37,124 citations
TL;DR: This chapter discusses Structural Equation Modeling: An Introduction, and SEM: Confirmatory Factor Analysis, and Testing A Structural Model, which shows how the model can be modified for different data types.
Abstract: I Introduction 1 Introduction II Preparing For a MV Analysis 2 Examining Your Data 3 Factor Analysis III Dependence Techniques 4 Multiple Regression Analysis 5 Multiple Discriminate Analysis and Logistic Regression 6 Multivariate Analysis of Variance 7 Conjoint Analysis IV Interdependence Techniques 8 Cluster Analysis 9 Multidimensional Scaling and Correspondence Analysis V Moving Beyond the Basic Techniques 10 Structural Equation Modeling: Overview 10a Appendix -- SEM 11 CFA: Confirmatory Factor Analysis 11a Appendix -- CFA 12 SEM: Testing A Structural Model 12a Appendix -- SEM APPENDIX A Basic Stats
23,353 citations
TL;DR: In this article, the authors proposed a three-component model of organizational commitment, which integrates emotional attachment, identification with, and involvement in the organization, and the normative component refers to employees' feelings of obligation to remain with the organization.
Abstract: Organizational commitment has been conceptualized and measured in various ways. The two studies reported here were conducted to test aspects of a three-component model of commitment which integrates these various conceptualizations. The affective component of organizational commitment, proposed by the model, refers to employees' emotional attachment to, identification with, and involvement in, the organization. The continuance component refers to commitment based on the costs that employees associate with leaving the organization. Finally, the normative component refers to employees' feelings of obligation to remain with the organization. In Study 1, scales were developed to measure these components. Relationships among the components of commitment and with variables considered their antecedents were examined in Study 2. Results of a canonical correlation analysis suggested that, as predicted by the model, the affective and continuance components of organizational commitment are empirically distinguishable constructs with different correlates. The affective and normative components, although distinguishable, appear to be somewhat related. The importance of differentiating the components of commitment, both in research and practice, is discussed.
10,654 citations
TL;DR: A scale designed to assess various aspects of the burnout syndrome was administered to a wide range of human services professionals as discussed by the authors, and three subscales emerged from the data analysis: emotional exhaustion, depersonalization, and personal accomplishment.
Abstract: A scale designed to assess various aspects of the burnout syndrome was administered to a wide range of human services professionals. Three subscales emerged from the data analysis: emotional exhaustion, depersonalization, and personal accomplishment. Various psychometric analyses showed that the scale has both high reliability and validity as a measure of burnout.
10,212 citations
TL;DR: The Organizational Commitment Questionnaire (OCQ) as discussed by the authors ) is a measure of employee commitment to work organizations, developed by Porter and his colleagues, which is based on a series of studies among 2563 employees in nine divergent organizations.
8,144 citations