Journal ArticleDOI
The impact of emotional labor in a retail environment
TLDR
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 2013-05-01. It has received 58 citations till now. The article focuses on the topics: Emotional exhaustion & Affective events theory.read more
Citations
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Journal Article
The retail store managers' role: Evidence from Greece
TL;DR: In this paper, a survey was conducted focusing on the sectors of apparel/footwear and food, in an attempt to explore any potential differences within the two divisions and reveal the profile of the Greek store managers and their multi-factor role.
Journal ArticleDOI
Cross-cultural comparison of Spanish and British “service-with-a-smile” outcomes
TL;DR: In this article, the authors found that employees that try to experience the emotions required by the role (i.e. deep acting) can lead to healthier outcomes, while those who try to avoid acting emotionally can burnout.
Journal ArticleDOI
Emotional labor in a sales ecosystem: a salesperson-customer interactional framework
TL;DR: In this paper, the authors propose an integrative definition of emotional labor, which refers to the management of emotions in interaction with customers, and propose an integrated framework concerning emotional labor focusing on the bi-directional interaction between the sales representatives and their customers.
Book ChapterDOI
Leading the Service-Profit Chain: How Leaders’ Behaviors Can Affect Customer Experience
E. Kevin Kelloway,Vanessa Myers +1 more
TL;DR: In this paper, the authors suggest that leaders who focus on recognition, involvement, growth and development, health and safety, and teamwork create a psychologically healthy workplace for customer service providers and, ultimately, an enhanced customer experience.
Journal ArticleDOI
Examining organizational justice, emotional exhaustion and workplace bullying as antecedents of organizational commitment: A developing country’s perspective
TL;DR: In this paper, the authors examined the effects of emotional exhaustion, emotional labor and workplace bullying on organizational commitment and moderating role of Organizational Justice on these relationships and found a positive relation between Organizational Commitment and Emotional Labor, while Emotional Exhaustion and Workplace Bullying are found negatively correlated to Organizational commitment.
References
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Journal ArticleDOI
Multivariate Data Analysis
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.
Journal ArticleDOI
Multivariate data analysis
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.
Journal ArticleDOI
The measurement and antecedents of affective, continuance and normative commitment to the organization
Natalie J. Allen,John P. Meyer +1 more
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.
Journal ArticleDOI
The measurement of experienced burnout
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.
Journal ArticleDOI
The Measurement of Organizational Commitment.
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.