The importance of emotional intelligence for the sales associates profession: Between job stress and job satisfaction

Sales associates need emotional intelligence (EI) in dealing with job stress and perceived job satisfaction. So far, there has been no research that explains the effect of job stress on job satisfaction with EI as a mediating variable in the sales associate profession. This study examines EI's role in managing job stress allows sales associates to achieve job satisfaction. The population in this study is comprised of sales associates in Jakarta-Indonesia, who work in malls that target middle to upper-class level customers, with a sample size of 100 respondents. The sampling technique used was accidental sampling; the analysis uses the simple mediation model with the macro process through SPSS process 22.0 for Windows using ordinary least squares and logistic regression path analysis modeling. The finding reveals that the higher the level of EI, the stronger the extent to which the relationship between job stress and job satisfaction is mediated.

Improving in-role and extra-role performances with rewards and recognition

Purpose This study aims to explore the possibility that rewards and recognition may be instrumental in improving both in-role and extra-role performances of retail sales associates, with an underlying mediating role of employee engagement in this relationship. Design/methodology/approach A survey was conducted across 35 retail stores in five cities located in North India on 247 sales associates. Hierarchical multiple regression analysis was conducted to test the mediation hypotheses. Analysis was done in lines with the conditions of mediation laid down by Baron and Kenny (1986). Findings Employee engagement is found to fully mediate the impact of rewards and recognition on in-role and extra-role performances. Practical implications Organizations should be committed to recognizing employees’ efforts and providing them with financial and non-financial rewards based on organizational policies. Such measures would improve in-role and extra-role performances through enhancing engagement level of employees. Originality/value This study makes significant contributions to literature on employee engagement and that on retail sector, especially in Indian context, through highlighting the mediating role of engagement. Given shortage and retention of skilled manpower as major challenges for Indian retailers, engaging sales associates through rewards and recognition to improve their performance at both in-role and extra-role levels can have significant implications for retailers.