An exploratory study of retail sales employees’ service sabotage: Examining the impact of emotional exhaustion and organizational support
0
조회
0
다운로드
4
인용
0
참고문헌
키워드
초록
The purpose of this paper is to investigate how emotional exhaustion may increase the likelihood of a retail salesperson’s usage of service sabotage. This paper also investigates how perceived organizational support alleviates a retail salesperson’s emotional exhaustion and service sabotage. Two hundred sixteen non-management sales employees across a variety of retail organizations were sampled. Results found that emotional exhaustion positively impacts service sabotage. In addition, emotional exhaustion partially mediates the relationship between perceived organizational support and service sabotage. These findings have important implications for service providers. In order for a retail organization to be sustainable, employers need to look for and seek to minimize signs of emotional exhaustion in their employees. In addition, employers need to make employees aware of the support provided by the organization that may help to reduce service sabotage.
Abstract
The purpose of this paper is to investigate how emotional exhaustion may increase the likelihood of a retail salesperson’s usage of service sabotage. This paper also investigates how perceived organizational support alleviates a retail salesperson’s emotional exhaustion and service sabotage. Two hundred sixteen non-management sales employees across a variety of retail organizations were sampled. Results found that emotional exhaustion positively impacts service sabotage. In addition, emotional exhaustion partially mediates the relationship between perceived organizational support and service sabotage. These findings have important implications for service providers. In order for a retail organization to be sustainable, employers need to look for and seek to minimize signs of emotional exhaustion in their employees. In addition, employers need to make employees aware of the support provided by the organization that may help to reduce service sabotage.
참고문헌 (49)
- Adelmann, P. K., "Organizational risk factors for job stress", pp.371~381 (1996), American Psychological Association
- Arnold, K. A., "Occupational stress in the service professions", pp.261~280 (2003), Taylor and Francis
- Babakus, E., "The role of emotional exhaustion in sales force attitude and behavior relationships", Journal of the Academy of Marketing Science, 27, pp.58~70 (1999)
- customer interaction in service businesses, "Service encounter: Managing employee", pp.1985, Bateson, J.
- Bettencourt, L. A., "A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors", Journal of Applied Psychology, 86(1), pp.29~41 (2001)
- Bitner, M. J., "Critical service encounters : The employee’s viewpoint", Journal of Marketing, 58(4), pp.95~111 (1994)
- Caudron, S., "Fighting the enemy within", Industry Week, 244(16), pp.36~39 (1995)
- Choo, Y. -N., "The impact of emotional labor in a retail environment", Journal of Business Research, 66(5), pp.670~677 (2013)
- Chung, T. L., "Understanding multifaceted job satisfaction of retail employees", International Journal of Retail & Distribution Management, 40(9), pp.699~716 (2012)
- Cordes, C. L., "A review and an integration of research on job burnout", Academy of Management Review, 18(4), pp.621~656 (1993)
- Cropanzano, R., "The relationship of organizational politics and support to work behaviors, attitudes, and stress", Journal of Organizational Behavior, 22, pp.159~180 (1997)
- Cropanzano, R., "The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors", Journal of Applied Psychology, 88(1), pp.160~169 (2003)
- Crowne, D. P., "A new scale of social desirability independent of psychopathology", Journal of Consulting Psychology, 24(4), pp.349~354 (1960)
- Eisenberger, R., "Reciprocation of perceived organizational support", Journal of Applied Psychology, 86(1), pp.42~51 (2001)
- Eisenberger, R., "Perceived organizational support", Journal of Applied Psychology, 71(3), pp.500~507 (1986)
- Eisenberger, R., "Who takes the most revenge? individual differences in negative reciprocity norm endorsement", Personality and Social Psychology Bulletin, 30(6), pp.787~799 (2004)
- Emerson, R. M., "Power, equity and commitment in exchange networks", American Sociological Review, 43(5), pp.721~739 (1978)
- Gouldner, A. W., "The norm of reciprocity", American Sociological Review, 25, pp.165~167 (1960)
- Hair, J. F., "A primer on partial least squares structural equation modeling (PLS-SEM)" (2014), SAGE
- Hair, J. F., "A primer on partial least squares structural equation modeling (PLS-SEM)" (2016), SAGE
- Halbesleben, J. R. B., "Burnout in organizational life", Journal of Management, 30(6), pp.859~879 (2004)
- Harris, L. C., "Exploring service sabotage", Journal of Service Research, 4(3), pp.163~183 (2002)
- Harris, L. C., "Service sabotage : A study of antecedents and consequences", Journal of the Academy of Marketing Science, 34(4), pp.543~558 (2006)
- Henseler, J., "A new criterion for assessing discriminant validity in variance-based structural equation modeling", Journal of the Academy of Marketing Science, 43(1), pp.115~165 (2015)
- Henseler, J., "The use of partial lease squares path modeling in international marketing", Advances in International Marketing, 20, pp.277~320 (2009)
- Hobfoll, S. E., "Conservation of resources : A new attempt at conceptualizing stress", The American Psychologist, 44, pp.513~524 (1989)
- Howard, D. J., "Emotional contagion effects of product attitudes", Journal of Consumer Research, 28, pp.189~201 (2001)
- Huang, J. L., "Rising to the challenge : Deep acting is more beneficial when tasks are appraised as challenging", Journal of Applied Psychology, 100(5), pp.1398~ (2015)
- Jolke, M., "Antecedents and outcomes of salesperson perceptions of organization support", Journal of Selling & Major Account Management, 7(2), pp.8~19 (2007)
- Lee, R. T., "A meta-analytic examination of the correlates of the three dimensions of job burnout", Journal of Applied Psychology, 81(2), pp.123~133 (1996)
- Maslach, C., "The measurement of experienced burnout", Journal of Occupational Behavior, 2(2), pp.99~113 (1981)
- Maslach, C., "Job burnout", Annual Review of Psychology, 52(1), pp.397~422 (2001)
- Mowday, R. T., "Employee-organization linkages: The psychology of commitment, absenteeism, and turnover" (1982), Academic Press
- Mulki, J. P., "Emotional exhaustion and organizational deviance: Can the right job and a leader’s style make a difference?", Journal of Business Research, 59, pp.1222~1230 (2006)
- Preacher, K. J., "Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models", Behavior Research Methods, 40(3), pp.879~891 (2008)
- Pugh, D. S., "Service with a smile : Emotional contagion in the service encounter", Academy of Management Journal, 44(5), pp.1018~1027 (2001)
- Rhoades, L., "Perceived organizational support : A review of the literature", Journal of Applied Psychology, 87(4), pp.698~714 (2002)
- Riggle, R., "A meta-analysis of the relationship between perceived organizational support and job outcomes : 20 years of research", Journal of Business Research, 62, pp.1027~1030 (2009)
- "Smartpls 3. Bonningstedt: SmartPLS" (2015)[URL]
- Robblee, M., "Confronting the threat of organizational downsizing: Coping and health", Master’s, pp.1998
- Rousseau, D. M., "New hire perceptions of their own and their employer’s obligations : A study of psychological contracts", Journal of Organizational Behavior, 11(5), pp.389~ (1990)
- Rutherford, B. N., "Perceived organizational support and the seven facets of salesperson job satisfaction", Journal of Selling & Major Account Management, 10(1), pp.8~20 (2010)
- Rutherford, B. N., "Measuring salesperson burnout : A reduced maslach burnout inventory for sales researchers", Journal of Personal Selling and Sales Management, 31(4), pp.429~440 (2011)
- Schneider, B., "The service organization : Human resources management is crucial", Organizational Dynamics, 21, pp.39~52 (1984)
- Shiron, A., "International review of industrial and organizational psychology", pp.25~48 (1989), John Wiley and Sons
- Singh, J., "Performance productivity and quality of frontline employees in service organizations", Journal of Marketing, 64(2), pp.15~33 (2000)
- Verbeke, W., "Individual differences in emotional contagion of salespersons : Its effects on performance and burnout", Psychology and Marketing, 14(6), pp.617~636 (1997)
- Wright, T. A., "Emotional exhaustion as a predictor of job performance and voluntary turnover", Journal of Applied Psychology, 83(3), pp.486~493 (1998)
- Yoon, M. H., "The effect of work climate on critical employee and customer outcomes : An employee-level analysis", International Journal of Service Industry Management, 12(5), pp.500~521 (2001)
