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The Linkage between Emotional Labor and Stress Effects on Retail Sales Workers

Jina Kim|Hye-Sun JUNG
한국유통과학회 (Korea Distribution Science Association)|2021.10|유통과학연구 (Journal of Distribution Science)|제19권 제10호|pp. 99-109

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참고문헌

키워드

Emotional LaborStress ManagementRetail Worker

초록

Purpose: Retail workers have a role in attending to customers better, not only making sales to them. In this regard, this research focuses on having a clear understanding of the effects of emotional factors and job stress on mental health for retail sales workers. Research design, data and methodology: The present research conducted both a qualitative textual analysis and interview. This research method is quite useful because it relates the information collected with the research gap. Qualitative data is time-consuming type of data to analyze since it involves interpreting words rather than numbers. Results: The findings showed that emotional labor and stress may not only cause mental harm to the employees but can result in adverse reaction to the customers. Retail employees need to express their true emotions and avoid pretending to be helped with a clear understanding of their needs. Conclusion: This study conclude that motional labor and stress to the retail workers is a real issue that has affected many people around the globe and there is a need to conduct more research on the issue to help employees serve customers much better. Stress among sales workers results to poor working morale and thus affects the entire organization at large.

Abstract

Purpose: Retail workers have a role in attending to customers better, not only making sales to them. In this regard, this research focuses on having a clear understanding of the effects of emotional factors and job stress on mental health for retail sales workers. Research design, data and methodology: The present research conducted both a qualitative textual analysis and interview. This research method is quite useful because it relates the information collected with the research gap. Qualitative data is time-consuming type of data to analyze since it involves interpreting words rather than numbers. Results: The findings showed that emotional labor and stress may not only cause mental harm to the employees but can result in adverse reaction to the customers. Retail employees need to express their true emotions and avoid pretending to be helped with a clear understanding of their needs. Conclusion: This study conclude that motional labor and stress to the retail workers is a real issue that has affected many people around the globe and there is a need to conduct more research on the issue to help employees serve customers much better. Stress among sales workers results to poor working morale and thus affects the entire organization at large.

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관련 논문AI추천

Sales People as Emotional Laborers: Psychological And Behavioral Outcomes박정근, 유원상, Brian Rutherford한국마케팅학회 · 아시아마케팅저널2015 · 제16권 제4호Emotional and Cognitive Determinants of Retail Salespersons' Emotional Labor and Adaptive Selling Behavior김준환, 이성호, 주우진한국유통과학회 · 유통과학연구2022 · 제20권 제9호The Effects of Shift Work and Emotional Labor on the Job Stress and Burnout of Resort Employees강종수, 김혜자인문사회 21 · 인문사회 212022 · 제13권 제6호Analysis of emotional labour differences according to general characteristics of fashion store salesperson이승희, Gihyung Kim한국마케팅과학회 · Journal of Global Fashion Marketing2020 · 제11권 제3호The Effect of Emotional Labor of Hotel Employees on Job Stress, Job Burnout, and Turnover Intention박재연한국해양관광학회 · 해양관광학연구2022 · 제15권 제4호Emotional Labor and Burnout: A Review of the Literature김창수, 장세진, 정다이연세대학교의과대학 · Yonsei Medical Journal2018 · 제59권 제2호

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