The Role of Emotional Exhaustion in Sales Force Attitude and Behavior Relationships

Abstract

Emotional exhaustion is a potentially important construct in examining sales force behavior and attitude relationships. A conceptual model and hypotheses are developed to study the antecedents and consequences of the emotional exhaustion construct. The hypotheses are tested using LISREL 7 to analyze data from a sample of field salespeople from a large international services organization. The empirical results offer strong support for relationships involving role ambiguity and conflict antecedents and organizational commitment, job satisfaction, performance, and intention-to-leave consequences of emotional exhaustion.

Emotional exhaustion and job satisfaction of tour guides in rural areas

“…"A common symptom of emotional exhaustion is anxiety at the thought of going to work. Often this can be exacerbated as individuals become frustrated or angry with themselves as they realize they cannot give to clients and/or the company the same kind of enthusiasm as in the past" (Babakus et al, 1999). "Depersonalization is an attempt to put distance between oneself and service recipients by actively ignoring the qualities that make them unique and engaging people" (Maslach et al, 2001).…”

The Effects of Organizational Cynicism on Job Attitudes an Empirical Study on Teaching Hospitals in Egypt

“…Organizational commitment predicts job satisfaction; some contend that job satisfaction is a predictor of organizational commitment (Babakus et al, 1999). Mowday et al (1982) describe organizational commitment and job satisfaction differently.…”

Call Centers Performance An Application of Structuration Theory

“…This conceptualization is based on Anderson and Oliver (1987) model. Many researches adopt this conceptualization such as Babakus et al, 1996;Babakus et al, 1999;Grant et al, 2002; this is also the case for recent researches such as Johnson and Bharadwaj, 2005).…”