The impact of emotional labor in a retail environment

Cho, Yoon‐Na; Rutherford, Brian N.; Park, Jungkun

doi:10.1016/j.jbusres.2012.04.001

Cited by 40 publications

(57 citation statements)

References 58 publications

(63 reference statements)

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“…Age was selected as a variable based on the studies by Schaubroeck and Jones (2000) and Cheung and Tang (2010). According to Carstensen's socioemotional selectivity theory (Carstensen, Isaacowitz, & Charles, 1999), older individuals, because of years of work experience, are more cognizant than younger individuals regarding what kinds of work events influence emotions positively and negatively (Cho, Rutherford, & Park, 2013). Thus, tenure was controlled in this study.…”

Section: Controlled Linkagesmentioning

confidence: 99%

“…To raise the profile of nursing care, it has been suggested that EL must be reconceptualized as a construct (Bone, 2002;McClure & Murphy, 2007). Cho et al (2013) suggested that researchers may examine EL as an antecedent-focused strategy to build on different aspects of EL. One of the contributions of this study is that the author distinguishes the EPE from the SNE and indicates that the two are distinct constructs of EL.…”

Section: The Effect Of Emotional Labor On Customer-oriented Behaviormentioning

confidence: 99%

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The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior

Wang

Chang

2016

Journal of Nursing Research

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It has become an increasingly popular practice for hospital organizations to work to promote the COB of their nursing staffs. The results of this study prove empirically that a relationship exists among EL, COB, and JI in nurses. This study contributes to the related literature, enhances the knowledge of hospital and nursing administrators with regard to EL and COB, and offers a reference for hospital managers who are responsible for designing and executing multidisciplinary programs and for managing hospital-based human resources.

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Section: Controlled Linkagesmentioning

confidence: 99%

Section: The Effect Of Emotional Labor On Customer-oriented Behaviormentioning

confidence: 99%

The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior

Wang

Chang

2016

Journal of Nursing Research

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“…Most empirical studies originate from Anglo-Saxon samples, although there are increasing numbers of Asian studies (e.g., Cho et al, 2013). Regarding the Latin European cluster, very limited work has been done.…”

Section: Cross-national Comparison Of the Resource Development Processmentioning

confidence: 99%

“…Furthermore, the frequent experience of positive emotions by employees improves overall psychological wellbeing (e.g. Fredrickson, 2001), and helps develop positive attitudes towards their job (Cho, Rutherford & Park, 2013). In short, employees working within organisations that promote the display and experience of positive emotions to their customers are more likely to be a healthier, more productive, and committed workforce.…”

Section: Introductionmentioning

confidence: 99%

“…SA refers to the process whereby employees hide their real emotions and fake emotions required by the role. Studies have consistently shown that employees' lack of authenticity can be perceived by their customers, and can lead to negative service evaluations (e.g., Grandey, Fisk, & Steiner, 2005;Groth et al, 2009 Cho et al, 2013). Additionally, such employees receive satisfactory customer evaluations, due to authentic displays that the DA strategy generates (e.g.…”

Section: Introductionmentioning

confidence: 99%

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Cross-cultural comparison of Spanish and British “service-with-a-smile” outcomes

Quiñones

Rodríguez‐Carvajal

Clarke

et al. 2016

Journal of Managerial Psychology

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Journal of Managerial PsychologyPurpose: Building on Cote's social interaction model of emotion regulation and evidence linking customer satisfaction and DA, it was hypothesised that DA would be associated with employees' self-actualization through customer interactions. This, in turn, was expected to explain the influence that DA has on relevant job attitudes (i.e., commitment, efficacy, turnover intentions). The model was tested in two countries with different emotional culture: Spain (i.e. impulsive) and the UK (i.e. institutional). Although UK was expected to report higher levels of effortful DA, the hypothesised process was expected to be the same. Methodology:A cross-national design with theme park employees from Spain (N=208) and UK (N=204) was used. Hypotheses were tested with Multigroup Confirmatory Factor Analysis. Findings:The relationship between job commitment and DA was mediated by selfactualization, and commitment partially explained the association between DA and professional efficacy in both countries. The impulsive-oriented country showed lower levels of DA and more positive job attitudes.Value: It is concluded that training employees to re-interpret costumer demands in less harming ways is required. The need to attend to cultural values is also discussed.

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Picture this: A field experiment of the influence of subtle affective stimuli on employee well‐being and performance

Zhan

Yao

et al. 2017

J Organ Behavior

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Summary Prior literature examining the antecedents of employee affect has largely ignored subtle affective influences in the workplace and their impact on employees' affective experiences and behaviors. A substantial body of evidence from basic psychology research suggests that individuals' affect can be influenced by minimal stimulus input. The primary objective of this research is to take an initial step towards understanding the “real‐world” impact of subtle affective stimuli in the workplace. Specifically, in a field experiment with a within‐subjects design, we collected data from 68 sales representatives and examined the effect of a subtle affective stimulus (i.e., a black‐and‐white picture of a woman smiling printed on the backdrop of paper–pencil surveys) on employees' affect, well‐being, and performance. Results showed that the smiling picture significantly enhanced participants' positive affect, which in turn influenced employees' extra‐role performance and emotional exhaustion. The smiling picture also indirectly influenced employees' in‐role performance and emotional exhaustion via negative affect. Theoretical and practical implications of these findings are discussed at the end of the paper. Copyright © 2017 John Wiley & Sons, Ltd.

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The impact of emotional labor in a retail environment

Cited by 40 publications

References 58 publications

The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior

The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior

Cross-cultural comparison of Spanish and British “service-with-a-smile” outcomes

Picture this: A field experiment of the influence of subtle affective stimuli on employee well‐being and performance

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