A Study on the Positive Effect of Emotional Labor: The Structural Relationship among Goal Orientation, Emotional Labor, and Adaptive Selling Behavior

2016 ◽  
Vol 17 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Junseop Lee ◽  
Youngchan Kim
Keyword(s):  
Goal Orientation ◽  
Emotional Labor ◽  
Structural Relationship ◽  
Adaptive Selling ◽  
Adaptive Selling Behavior ◽  
Positive Effect

scholarly journals An investigation of sales managers’ aggressiveness in B2B sales leadership: The sequential mediation model of emotional exhaustion and adaptive selling

2021 ◽  
Vol 11 (8) ◽  
pp. 2243-2254
Author(s):  
Bilal Ahmad ◽  
Muhammad Imad ud Din Akbar ◽  
Mirza Huzaifa Asif ◽  
Naila Nureen
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Empirical Studies ◽  
Conservation Of Resources ◽  
Negative Consequences ◽  
Sales Managers ◽  
Salesperson Performance ◽  
Adaptive Selling ◽  
Adaptive Selling Behavior ◽  
Relationship Of

The aim of this research is to investigate the influence of sales managers’ aggressiveness on ethical sales leadership and salesperson performance in B2B context, taking into consideration the sequential mediation of emotional labor and adaptive selling behavior. Sales managers spend most of their time in solving salesforce-related issues, while empirical studies have largely neglected such factors that can have negative consequences on salesforce-related tasks. In order to overcome this gap in the literature, we draw from conservation of resources (COR) theory to introduce and establish an advanced theoretical paradigm. The authors tested the model through 336 responses from B2B salesperson-manager dyads. The findings of the study reveal that sales managers’ aggressiveness has a negative association with ethical sales leadership. Also, sales managers’ aggressiveness is positively related to emotional exhaustion and negatively related to salesperson performance. Consequently, we found significant serial mediation of ethical sales leadership and adaptive selling behavior between the relationship of sales managers’ aggressiveness and salesperson performance. In last, manager decisiveness is playing as a significant moderator in the study. Theoretical contributions and practical implications are also discussed.

scholarly journals Making the Customer Orientation of Salespeople Unsustainable—The Moderating Effect of Emotional Exhaustion

2019 ◽  
Vol 11 (3) ◽  
pp. 735 ◽  
Author(s):  
Lifang Shu ◽  
Haiying Wei ◽  
Leiqing Peng
Keyword(s):  
Emotional Exhaustion ◽  
Customer Orientation ◽  
Moderating Effect ◽  
Conservation Of Resources ◽  
Adaptive Selling ◽  
Sustainable Operation ◽  
Main Effect ◽  
Adaptive Selling Behavior ◽  
The Relationship ◽  
Positive Effect

Customer orientation of salespeople usually leads to a sustainable positive effect on job performance, yet previous research has usually focused on the benefits of functional customer orientation, and less is known about its relational customer orientation’s outcomes. Based on conservation of resources theory, this research focuses on both types of customer orientation, functional and relational customer orientation, and investigates the moderating effect of emotional exhaustion on the relationship between customer orientation and adaptive selling behavior. We collected 282 valid questionnaires from frontline salespeople in China. Results showed that functional/relational customer orientation was positively correlated with salespeople’s adaptive selling behavior. Salespeople’s emotional exhaustion moderates the main effect: when emotional exhaustion is high, the relationship between functional/relational customer orientation and adaptive selling behavior is substantially weakened. This study contributes to a further understanding of the sustainable operation environment for customer orientation, and provides practical implications regarding the attainment of sustainable outcomes of customer orientation.

Effects of Emotional Labor and Adaptive Selling Behavior on Job Performance

2016 ◽  
Vol 44 (5) ◽  
pp. 801-814 ◽  
Author(s):  
Xifeng Wang ◽  
Guocai Wang ◽  
Wee Chow Hou
Keyword(s):  
Job Performance ◽  
Emotional Labor ◽  
Human Resource Managers ◽  
Surface Acting ◽  
Deep Acting ◽  
Adaptive Selling ◽  
Resource Managers ◽  
Adaptive Selling Behavior ◽  
The Right ◽  
The Relationship

We examined the effects of salespersons' emotional labor strategies on adaptive selling behavior and individual job performance in the direct selling industry. Participants were 254 salespeople who completed measures of deep acting, surface acting, adaptive selling behavior, and job performance. The analysis results showed that salespersons' deep acting was positively related to adaptive selling behavior and job performance, whereas salespersons' surface acting was negatively related to adaptive selling behavior and job performance. In addition, adaptive selling behavior partially mediated the relationship between emotional labor strategies and job performance. These suggestions will allow human resource managers to select the right employees and prepare them to meet customers' varied requirements through using deep acting, demonstrating adaptive selling behavior, and minimizing the detrimental effect of surface acting as much as possible.

scholarly journals Who can enjoy the unavoidable emotional labor

2014 ◽  
Vol 27 (4) ◽  
pp. 719-742
Author(s):  
SeungGeun Baeck ◽  
KangHyun Shin ◽  
JongHyun Lee ◽  
ChangGoo Heo
Keyword(s):  
Work Engagement ◽  
Emotional Labor ◽  
Negative Emotion ◽  
Job Burnout ◽  
Self Monitoring ◽  
Main Effect ◽  
Relationship Of ◽  
Main Effects ◽  
The Relationship ◽  
Positive Effect

The purpose of this study was to examine the positive effect of self-monitoring among emotional display rules (fostering positive emotion(FPE) & suppressing negative emotion(SNE)) and consequential work attitude (job burnout & work engagement). A sample of 191 hotel employees were participated in this study and data were analyzed by SPSS. The results are as follows. First, the main effect of FPE on work engagement was supported, but the main effect of SNE on job burnout was not. Second, the main effects of self-monitoring on engagement and burnout were supported. Third, the moderation effects of self-monitoring which buffer the relationship of SNE on burnout and which facilitate the relationship FPE on engagement were significant. Finally, the implications and limitations were discussed.

A motivational approach to emotional labor: Examining the link between goal orientation and emotional labor strategies

2019 ◽  
pp. 1-21
Author(s):  
Mahsa Esmaeilikia ◽  
Markus Groth
Keyword(s):  
Goal Orientation ◽  
Emotional Labor ◽  
Self Efficacy ◽  
Goal Orientations ◽  
Full Time ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
Mediating Role ◽  
Goal Orientation Theory

AbstractDrawing on goal orientation theory, in this study, we examine how an individual's motivational approach relates to the use of two common emotional labor strategies: surface acting and deep acting. In addition, we examine the role of self-efficacy as a mediating mechanism through which different goal orientations are related to different emotional labor strategies. To test our hypotheses, 262 U.S. full-time working adults from a variety of service occupations were surveyed. Consistent with the predictions of goal orientation theory, our results show that learning-oriented service employees tend to use deep acting, while performance-oriented service employees use both emotional labor strategies. Our findings also show that emotional labor self-efficacy plays a mediating role in the relationship between motivational approach and emotional labor strategy use.

Sign in / Sign up

Export Citation Format

Share Document