Journal of the Korean Society of Clothing and Textiles (한국의류학회지)

The Korean Society of Clothing and Textiles (한국의류학회)
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The Predictability of Emotional Labor Dimensions on Job Stress, Customer Orientation, and Job Satisfaction

  • Yoh, Eun-Ah (Dept. of Fashion Marketing, Keimyung University)
  • Received : 2012.04.12
  • Accepted : 2012.06.26
  • Published : 2012.06.30
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Abstract

In this study, two representative measures in the job-focused approach and the employee-focused approach of emotional labor are explored to examine dimensionality and the predictability of each emotional labor measure on key consequences that include job stress, customer orientation, and job satisfaction. Data obtained from 193 department store apparel saleswomen were submitted for analysis. The results show that the emotional dissonance and emotional effort of the Kruml and Geddes measure are good predictors for job stress, customer orientation, and job satisfaction. In a test of the Davies measure, job stress is predicted by emotional dissonance and frequency while customer orientation is predicted by duration, variety, and the frequency of emotional expression in jobs. Duration is also a key predictor for job satisfaction. The result confirm the dimensionality and predictability of two emotional labor measures as well as suggests the need for the careful selection and refinement of appropriate measures according to consequences.

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