Browse > Article
http://dx.doi.org/10.12940/jfb.2016.20.1.69

The Effect of Emotional Labor, Emotional Exhaustion, and Depression on Job-Related Attitudes Fashion Store Salespersons  

Lee, Ok-Hee (Dept. of Fashion Design, Sunchon National University)
Publication Information
Journal of Fashion Business / v.20, no.1, 2016 , pp. 69-81 More about this Journal
Abstract
In this study investigated the effect of emotional labor, emotional exhaustion, and depression on the job-related attitudes. Sample subjects used in this study were salespeople of a fashion shop in Jeollabukdo and Jeollanamdo. Questionnaire data from 160 fashion shop salespeople were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of the study were as follows. First, emotional labor of salespeople was divided into 2 factors, surface acting and deep acting. Second, emotional labor had a significant influence on the emotional exhaustion and depression. Third, the surface acting of emotional labor had a positive influence on the emotional exhaustion and depression; whereas, the deep acting of emotional labor had a negative influence on the emotional exhaustion and depression. Fourth, the surface acting of emotional labor, emotional exhaustion, and depression had a negative influence on job involvement; in addition, the deep acting of emotional labor had a positive influence on job involvement. Fifth, the surface acting of emotional labor, emotional exhaustion, and depression had a positive influence on turnover intention; in addition, the deep acting of emotional labor had a negative influence on turnover intention.
Keywords
emotional labor; emotional exhaustion; depression;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
연도 인용수 순위
1 Hwang, Y. (2007). Difference on attitudes toward emotional expression, depression and attitudes toward seeking professional psychological help between female college students and married women. The Korean Journal of Women Psychology, 14(1), 173-198.
2 Jeon, M. (2005). The antecedent and outcomes of emotional labor in insurance industry (Unpublished doctoral dissertation). Yeungnam University, Seoul, Korea.
3 Jeong, M., Lim, H., & Choi H. (2008). Study of consequences of employees' emotional labor in call centers. Journal of the Korea Service Management Society, 9(2), 319-344.   DOI
4 Ji, Y., Jung, S., & Byun, J. (2012). Impact of Emotional Labor on Customer Orientation in Hotel Employees: Focused on the Moderating Effects of Perceived Display Rol. Korea Academic Society of Hotel Administration , 21(4), 35-51.
5 Kaldenberg, D. O., Becker, B. W., & Zvonkovic, A. (1995). Work and commitment among young professionals: A study of male and female scientists. Human Relations, 48(11): 1355-1377.   DOI
6 Kim, H., & Lee, J. (2011). The structural relationship of emotional labor, job stress, organizational commitment, and turnover intention in service encounter. Journal of tourism Sciences, 35(4), 299-315.
7 Kim, I. (2014, Feb. 24). Emotional laborer, depression․impulse of suicide 2-3 times heavier. Retrieved May 21, 2015, from http://app.Yonhapnews.co.kr
8 Kim, M. (1998). Effects of the hotel employee's emotional labor upon the job-related attitudes. Journal of Tourism Science, 21(2), 129-141.
9 Kim, M. (2006). A comparative study of the consequences of emotional labor between Korea and U.S.A. : Focused on the relationship between the hotel employees' emotional labor and their job stress. Korea Academic Society of Hotel Administration, 15(1), 35-57.
10 Kim, S. [Sanghee]. (2009). Is salespersons' service faked or authentic?: The effects of authenticity perceived by customers about salespersons' emotional labor on service quality evaluation. Journal of Korean Marketing Association, 24(3), 1-33.
11 Kim, S. [Sangpyo] & Lee, D. (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.
12 Kim, y., & Han, J.(2008). Two types of emotional labor and their impacts on job burnout of service workers. Korean Academy of Organization and Management, 32(3), 95-128.
13 King, L. A., & Emmons, R. A. (1990). Conflict over emotional expression: psychological and physical correlates. Journal of Personality and Social Psychology, 58, 864-877.   DOI
14 Koo, H., & Kim, B. (2009). The study on internal customers' burnout by demographic characteristics in the casino industry. Tourism or Leisure, 21(3), 291-313.
15 Ko, S. (2002). Job Characteristics, performance-contingent rewards and job involvement: Interaction effect of achievement orientation. Korean Academy of Human Resource Management, 4(1), 1-23.
16 Lee, J.〔Jeongeun〕& Cho, Y. (2008). A study on a structural relationship between client violence and social workers' stress, burnout, organizational commitment and turnover intention. Korean Journal of Social Welfare Research, 19, 83-104.
17 Lee, J.〔Jungtak〕& Kim, H. l(2011). The structural relationship of emotional labor, job stress, job burnout, and turnover intention. Tourism or Leisure, 23(3), 299-317.
18 Lee, K., & Chung, M. (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
19 Lodahl, T. M., & Kejner, M. (1965). The definition and measurement of job involvement. Journal of Applied Psychology, 70, 280-289.
20 Lee, S., & Kim, G. (2012). The qualitative study on the emotional labor of fashion sales personnel-Focused on fast fashion sales personnel-. Journal of the Korean Society of Clothing and Textiles, 36(5), 534-548.   DOI
21 Loseke, D. R., & Cahill, C. E. (1986). Actors in search of a character: Student social workers' quest for professional identity, Symbolic Interaction, 9, 245-258.   DOI
22 Maslach, C. (1982). Burnout: The cost of caring, Englewood Cliffs, NJ: Prentis-Hall.
23 Mathieu, J. E., & Farr, J. L. (1991). Further evidence for the discriminant validity of measures of organizational commitment, job involvement, and satisfaction. Journal of Applied Psychology, 76, 2127-133.
24 Min, S. (2006). Modern, Psychiatry, Ilzogak, Seoul(the 5th), p160-161.
25 Mobely, W. H. (1982). Employee Turnover: Causes, Consequences, and Control Reading. MA: Addison-Wesley Publishing Company. 10-11.
26 Na, T., Park, I., & Jeon, K. (2005). A study on the emotional labor and burnout in food service industry. The Korean Journal of Culinary Research, 11(3), 89-102.
27 Park, B. (2008). Moderating effects of organizational support and self-efficacy on the relationship between emotional labor and job attitudes. Journal of Human Resource Management Research, 15(1), 69-85.
28 Park, M. (2008). Study on influence of emotion labor of worker in the food service industry on emotion performance strategy an exhaustion(Unpublished doctoral dissertation). Kyonggi University, Seoul, Korea.
29 Rafaeli, A., & Sutton, R. I. (1987). The expression of emotion as part of the work role, Academy of Management Review, 12, 23-37.   DOI
30 Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter, Academy of Management Journal, 44(5), 1018-1027.   DOI
31 Roh, M., Kwon, S., & Park, J. (2009). A study on an antecedent and consequences of emotional labor in bureaucratic organization: Relations among self-consciousness, emotional labor strategies and attitudes. Korean Journal of Social Welfare Research, 19, 83-94.
32 Saxton, M. J., Philips, J. S., & Blakeney, R. N. (1991). Antecedents and consequences of emotional exhaustion in the airline reservations service sector, Human Relations, 44(6), 583-595.   DOI
33 Shin H. (2012). Effect of emotional labor on burnout and job satisfaction. The Korea Contents Association, 12(7), 415-424.
34 So, Y., Cho, H., & Yang, J. (2009). The relationship between job stress, job burnout, organizational commitment and turnover intention of employee in commercial sports center. Korean Journal of Sport Science, 20(2)372-386.   DOI
35 Suh, M., & Kim, S. (2002). The effects on the customer orientation and the service quality influenced by salesperson's emotional dissonance and emotional exhaustion. Korean Marketing Association, 17(4), 47-75.
36 Wharton, A. S. (1993). The affective consequences of service work. Work and Occupations, 20, 205-232.   DOI
37 Wharton, A. S. (1999). The psychological consequences of emotional labor. The annals of the American Academy of Political and Social Science, 561, 158-176.   DOI
38 Ahn, J. (2004). Effect of emotional Labor on stress and characteristics of job. Journal of Tourism Development, 15, 53-72.
39 Yoh, E. A. (2009). Effect of emotional labor and organizational support on job stress of department Stores' clothing salespeople. Journal of Channel and Retailing, 14(3), 25-43.
40 Adelmann, P. K., & Zajonc, R. B. (1989). Facial efference and the experience of Emotion. Annual Review of Psychology, 40, 249-280.   DOI
41 Brooke, P. P., Russell, D. W., & Price, J. L. (1988). Discriminant validation of measures of job satisfaction, job involvement and organizational commitment. Journal of Applied Psychology, 73, 139-145.   DOI
42 Arnold, B. (2003). The effect of emotional labor on depression and job dissatisfaction among young workers. The Johns Hopkins University.
43 Aschforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.   DOI
44 Baba, V. V., Galperin, B. L., & Lituchy, T. R. (1999). Occupational mental health: A study of work-related depression among nurses in the caribbean. International Journal of Nursing Studies, 36(2), 163-169.   DOI
45 Brotheridge, C. B., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work". Journal of Vocational Behavior, 60, 17-39.   DOI
46 Chae, S. (2012). The effect of emotional labor on emotional dissonance and behavioral intentions in hotel employees. Journal of Tourism Sciences. 36(7), 237-258.
47 Choi, J. (2004). The impact of hotel internal marketing on emotional labor and service level of employees. Korea Convention Society, 4(2), 165-188.
48 Choo, H., Kim, H., & Jun, D. (2009). A study on salesperson's emotional labor at fashion stores, Proceeding of 2009 Proceeding Spring Conference on Korea distribution association (pp. 161-182). Seoul: Korea distribution association.
49 Choo, H., Kim, H., & Jun, D. (2010). The effect of a salesperson's affectivity and the performance stressor on emotional labor at the department stores. Journal of the Korean Society of Clothing and Textiles, 34(3), 411-423.   DOI
50 Chu, S., Ryou, H., Bae, K., Song, J., Lee, S., & Kim, I. (2010). Association between emotional labor and symptoms of depression among bankers. Korean Journal of Occupational and Environmental Medicine, 22(4), 316-323.
51 Farber, B. A. (1984). Stress and burnout in suburban teacher. Journal of Education Research, 77, 325-331.   DOI
52 Grandey, A. A. (2000). Emotional regulation in the workplace. Journal of Occupational Psychology, 5(1), 95-110.   DOI
53 Grandey, A. A. (2003). When "the show must go on": Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 45(1), 86-96.
54 Han, J. (2005). The effects of personality and emotional labor stress on job satisfaction. Journal of Secretarial Science, 14(1), 145-167.
55 Hardy, G. E., Woods, D., & Wall, T. D. (2003). The impact of psychological distress on from work. Journal of Applied Psychology, 88(2), 306-314.   DOI
56 Heo, J. (2000). The study relations among organization quality, emotional labor and employee job attitude (Unpublished master's thesis). Hongik University, Seoul, Korea.
57 Hochschild, A. R. (1979). Emotion work, feeling rules and social structure. American Journal of Sociology, 85, 551-575.   DOI
58 Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press, CA.
59 Hwang, S., Jung, M., & Song, K. (2007). The effect of apparel product salesperson's role ambiguity and role conflict on job-satisfaction and customer orientation. Journal of human life sciences, 10, 63-78.