Browse > Article
http://dx.doi.org/10.5850/JKSCT.2011.35.10.1150

The Effect of Salesperson's Self Efficacy and Work Overload on Emotional Labor and the Mediating Role of Emotion  

Kim, Hyun-Sook (Dept. of Clothing & Textiles, Pai Chai University)
Jun, Dae-Geun (Dept. of Clothing & Textiles, Andong National University)
Choo, Ho-Jung (Dept. of Clothing & Textiles, Seoul National University/Research Institute of Human Ecology, Seoul National University)
Publication Information
Journal of the Korean Society of Clothing and Textiles / v.35, no.10, 2011 , pp. 1150-1160 More about this Journal
Abstract
This study investigates i) the effect of salesperson's self efficacy and work overload on emotional labor and ii) the mediating role of emotion. A survey questionnaire is developed and implemented on salespersons working in the fashion retail stores of department stores. The measurement scales are composed of emotional labor, self efficacy, work overload and emotion. A total of 112 responses are analyzed by confirmatory factor analysis and a structural equation model with AMOS18.0. The results are as follows. Firstly, self efficacy has direct effect on both deep acting and surface acting of emotional labor without the mediating effect of emotion. Self efficacy has a positive effect on deep acting. Secondly, work overload has a negative effect on emotion. Job emotion has positive effect on deep acting and it has a negative effect on surface acting. Thirdly, emotion has a significant mediating effect between work overload and emotional labor. Finally, implications for personal management and job design in the fashion retail organizations are suggested.
Keywords
Emotional labor; Emotion; Work overload; Self efficacy; Salesperson;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
연도 인용수 순위
1 Liu, Y., Perrewe, P., & Hochwarter, W. (2004). Dispositional antecedents and consequences of emotional labor at work. Journal of Leadership and Organizational Studies, 10(4), 12-25.   DOI
2 Mulki, J. P., Lassk, F. G., & Jaramillo, F. (2008). The effect of self-efficacy on salesperson work overload and pay satisfaction. Journal of Personal Selling & Sales Management, 28(3), 285-297.   DOI   ScienceOn
3 Park, H. I. (2004). The effect of depression, self-efficacy and social support on work productivity among blue-collar workers. Unpublished master's thesis, Yonsei University, Seoul.
4 Park, K. H., & Yoo, H. S. (2003). The effects of personal characteristics on job stress of workers in fashion and textile industries. Journal of the Korean Society of Clothing and Textiles, 27(3/4), 373-383.   과학기술학회마을
5 Park, M. J., & Lee, S. E. (2009). The effect of VMD image appropriateness on consumers' affective, cognitive, and conative responses: Testing models based on the emotioncognition theory and the cognitive theory of emotions. The Research Journal of the Costume Culture, 17(3), 459-471.   DOI
6 Han, J. H., Lim, J. P., & Lee, S. K. (2008). A study of emotional labor and job stress effects on job attitude of airline employees. Journal of Hospitality and Tourism, 30, 37-51.
7 Kim, Y. S., & Kim, S. H. (2010). A study on relationship among self-leadership, teamwork, self-efficacy, job satisfaction, organizational commitment and job performance of hotel staffs. Journal of Hospitality and Tourism Studies, 37, 97-108.
8 Kwon, H. G., & Park, B. G. (2010). The effects of transformation leadership and self-efficacy on job satisfaction. Journal of Human Resource Management Research, 17(2), 203-218.
9 Kwon, H. G., & Park, B. G. (2011). The effects of surface and deep acting of emotional labor on emotional dissonance and job attitudes. Journal of Human Resource Management Research, 18(1), 311-325.
10 Lee, J. E. (2010). The study on the effects of the emotional labor, emotional dissounance, emotional exhaustion and job attribute of hotel employees. Korean Journal of Tourism Research, 25(2), 253-269.
11 Lee, K. B., & Chung, M. S. (2008). The effects of fashion product salesperson's emotional labor, self-efficacy and burnout on customer-oriented selling behavior. The Research Journal of the Costume Culture, 16(1), 33-47.   DOI
12 Lee, Y. J. (2004). Development of job stress questionnaire for married working women. Unpublised doctoral dissertation, Seoul National University, Seoul.
13 Lewin, J. E., & Sager, J. K. (2007). A process model of burnout among salespeople: Some new thoughts. Journal of Business Research, 60(12), 1216-1224.   DOI   ScienceOn
14 Kim, S. H. (2007). Effect of the verbal and non-verbal communication of salespersons in service encounter on customers' emotion and behavioral intension: Focusing on the emotional contagion phenomenon. Journal of Consumer Studies, 18(1), 97-131.
15 Kim, S. H. (2009). Is salespersons' service faked or authentic?: The effects of authenticity perceived by customers about salespersons' emotional labor on service quality evaluation. Korean Marketing Review, 24(3), 1-33.
16 Kim, S. H. (2010). Can salesperson's emotional intelligence make a customer happy?: Integrated approach in the internal marketing and the external marketing. Korean Management Review, 39(6), 1585-1621.
17 Kim, S. P. (2000).Emotional labor: Control mechanisms, employees' psychological responses, methodological issues. Journal of Industrial Economy, 13(4), 195-214.
18 Kim, S. P. (2007). The effects of individuals' characteristics, interaction characteristics, and control mechanisms on emotional labor strategies. Korean Management Review, 36(2), 355-384.
19 Park, S. E. (2009). The effects of emotional dissonance on the employee's job attitudes and the moderating role of job autonomy and social supports. Korean Management Review, 38(2), 379-405.
20 Rafaeli, A., & Sutton, R. I. (1987). The expression of emotion as part of work role. Academy of Management Review, 12(1), 23-37.
21 Suh, C. J., Kim, H. J., Yi, H. T., & Jang, H. D. (2010). The effects of customer orientation and self-efficacy on service performance. Journal of Korean Service Management Society, 11(1), 285-307.   DOI
22 Suh, M. S., & Kim, S. H. (2004). A study on regulation strategies of the salesperson's negative emotion experienced in service encounter: Variations in regulation styles related to the kind of emotions and the personal characteristics. Korean Marketing Review, 19(1), 3-40.
23 Sutton, R. (1991). Maintaining norms about expressed emotions: The case of bill collectors. Administrative Science Quarterly, 36(2), 245-268.   DOI   ScienceOn
24 Tanner, J. F., Dunn, Jr., M. G., & Chonko, L. B. (1993). Vertical exchange and salesperson stress. Journal of Personal Selling & Sales Management, 13(2), 27-36.
25 Kim, S. P., & Lee, D. R. (2008). The effects of emotional labor and job context on service employees' psychological well-being. Journal of Human Resource Management Research, 15(2), 79-102.
26 Kim, Y. J., & Han, J. H. (2008). Two types of emotional labor: Their impacts on job burnout of service workers. Journal of Organization and Management, 32(3), 95-128.
27 Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. LA: University of California Press.
28 Jones, E., Chonko, L., Rangarajan, D., & Roberts, J. (2007). The role of overload on job attitudes, turnover intentions, and salesperson performance. Journal of Business Research, 60(7), 663-671.   DOI   ScienceOn
29 Kang, M. S., & Song, B. S. (2008). A study on the predictive, consequent, and moderating factors to analyze the job stress of emotional workers. Proceedings of the Korean Academic Society of Business Administration, Korea, 1-28.
30 Kim, H. A. (2010). Contribution of emotional labor to job stress of dietitians in school food service. Korean Journal of Food Cookery Science, 26(1), 41-53.
31 Kim, S. C., & Tak, J. K. (2010). A study on the influence of role overload and work-family conflict on job stress: Mediating role of perceived control of time. The Korean Journal of Health Psychology, 15(1), 35-49.   DOI
32 Bandura, A. (1982). Self-efficacy mechanism in human agency. American Psychologist, 37(2), 122-147.   DOI