AN EMPIRICAL STUDY ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR, SALES CALL ANXIETY AND WORK PERFORMANCE
Emotional labor research has focused on employees'interactions with customers that is a significant part of organizational life.It is a fact that during this interactions emotions are regulated and managedby employees. Regulation of emotions produces positive outputs such asperformance improvem...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Mehmet Akif Ersoy University
2019-04-01
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| Series: | Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi |
| Subjects: | |
| Online Access: | https://dergipark.org.tr/en/download/article-file/704330 |
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| Summary: | Emotional labor research has focused on employees'interactions with customers that is a significant part of organizational life.It is a fact that during this interactions emotions are regulated and managedby employees. Regulation of emotions produces positive outputs such asperformance improvement in terms of businesses, but also negative psychologicalconsequences such as anxiety in terms of employees. In this context the purposeof this empirical study is to investigate the effects of emotional laborstrategies, superficial and deep acting, on sales call anxiety (SCA) andperformance. The data was collected from 277 salespeople who worked in banksand automotive dealerships by using survey method. The research hypotheses weretested with structural equation model. The findings confirm that all scales,particularly SCA, are reliable and validate in Turkey. However, the resultsshow that the effect of emotional labor strategies on SCA are different. Whilesurface acting strategy has a positive effect on SCA, deep acting has anegative effect. Although the relationship between emotional laborstrategies and performance was not supported, it was found that SCA has anegative impact on the performance of salespeople. These findings have been basedon the literature and suggestions areprovided for future research and administrative applications. |
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| ISSN: | 2149-1658 |