Emotional challenges in the retail industry: Uncovering the role of emotional exhaustion in shop attendants' performance
DOI:
https://doi.org/10.61511/ajcsee.v2i1.2024.793Keywords:
deep acting, emotional exhaustion, retail salesperson, surface acting, task performanceAbstract
Background: Within the scope of the organization, performance is an important topic to be researched because of the facts that are crucial for the future and sustainability of the organization. To salesperson task performance are considered the most important and influential aspect in assessing their performance. In addition, emotional labor is known to be a display rule that is often found in front-line workers such as salesperson. So this study seeks to examine the relationship between emotional labor and task performance, through the mediating role of emotional exhaustion. Method: This study collected data from 58 participants who work as salesperson in the retail industry. The three instruments used in this study were the Emotional Labor Scale (ELS), the Maslach Burnout Inventory (MBI), and the Individual Work Performance Scale (IWPS). Result: The results showed that emotional exhaustion did not mediate the relationship between emotional labor (surface acting and deep acting) and task performance. Conclusion: However, the use of surface acting strategy is able to make retail salesperson experience higher exhaustion due to significant and positive relations. Novelty/Originality in this article: This study offers a new perspective in understanding the complex dynamics between emotional labor, emotional exhaustion, and task performance among retail salespeople. This study provides important insights into how psychological factors may influence job effectiveness in an industry that relies heavily on customer interactions.
References
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional Labor in Service Roles: The Influence of Identity. Academy of Management Review. https://doi.org/10.5465/amr.1993.3997508
Ashkanasy, N. M. (2004). Emotion and Performance. Human Performance, 17(2), 137-144. https://psycnet.apa.org/doi/10.1207/s15327043hup1702_1
Babakus, E., Cravens, D. W., Johnston, M., & Moncrief, W. C. (1999). The Role of Emotional Exhaustion in Sales Force Attitude and Behavior Relationships. Journal of the Academy of Marketing Science, 27(1), 58–70. https://doi.org/10.1177/0092070399271005
Baldauf, A., & Cravens, D. W. (2002). The effect of moderators on the salesperson behavior performance and salesperson outcome performance and sales organization effectiveness relationships. European Journal of Marketing. 36(11/12), 1367-1388. https://doi.org/10.1108/03090560210445227
Borman, W. C., & Motowidlo, S. J. (1997). Task performance and contextual performance: The meaning for personnel selection research. Human performance, 10(2), 99-109. https://doi.org/10.1207/s15327043hup1002_3
Borman, W.C. & Motowidlo, S.J. (1993). Expanding The Criterion Domain to Include Elements of Extra-role Performance, dalam Schmitt, N. & Borman, W.C (editors). Personnel Selection in Organizations. San Francisco: Jossey-Bass.
Bove, L. L., & Johnson, L. W. (2001). Customer relationships with service personnel: do we measure closeness, quality or strength?. Journal of Business Research, 54(3), 189-197. https://doi.org/10.1016/s0148-2963(00)00122-3
Bursalı, Y. M., Bağcı, Z., & Kök, S. B. (2014). The relationship between Emotional Labor and task/contextual/innovative job performance: A study with private banking employees in Denizli. European Journal of Research on Education, 2(2), 221-228. https://doi.org/10.15527/ejre.201426267
Celiker, N., Ustunel, M. F., & Guzeller, C. O. (2019). The relationship between emotional labour and burnout: a meta-analysis. Anatolia, 30(3), 328-345. https://doi.org/10.1080/13032917.2019.1581625
Cordes, C. L., & Dougherty, T. W. (1993). A Review and an Integration of Research on Job Burnout. Academy of Management Review, 18(4), 621–656. https://doi.org/10.5465/amr.1993.9402210153
Detik.com. (2020). Industri Ritel Mulai Bergairah Lagi, Ini Buktinya. https://finance.detik.com/properti/d-4869378/industri-ritel-mulai-bergairah-lagi-ini-buktinya
Diefendorff, J. M., & Gosserand, R. H. (2003). Understanding the Emotional Labor process: A control theory perspective. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 24(8), 945-959. https://doi.org/10.1002/job.230
Fischer, M. W. (2019). The Impact of Emotional Labor on Burnout Over Time : How Emotional Work Impacts Well-Being at Work. IUPIU ScholarWorks Repository. https://hdl.handle.net/1805/18886
Garin, O. (2014). Ceiling Effect. Encyclopedia of Quality of Life and Well-Being Research, 631–633. https://doi.org/10.1007/978-94-007-0753-5_296
Goldberg, L. S., & Grandey, A. A. (2007). Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of occupational health psychology, 12(3), 301. https://doi.org/10.1037/1076-8998.12.3.301
Gomez, M. I., McLaughlin, E. W., & Wittink, D. R. (2004). Customer satisfaction and retail sales performance: an empirical investigation. Journal of retailing, 80(4), 265-278. https://doi.org/10.1016/j.jretai.2004.10.003
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize Emotional Labor. Journal of occupational health psychology, 5(1), 95-110. https://doi.org/10.1037//1076-8998.5.1.95
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, 46(1), 86-96. https://doi.org/10.5465/30040678
Grandey, A. A., & Gabriel, A. S. (2015). Emotional Labor at a Crossroads: Where Do We Go from Here?. Annual Review of Organizational Psychology and Organizational Behavior. https://doi.org/10.1146/annurev-orgpsych-032414-111400
Gravetter, F. J., & Forzano, L. B. (2003). Research methods. Belmont, USA: Wadsworth/Thomson Learning.
Hayes, A. F. (2022). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach (3rd edition). New York: The Guilford Press
Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley, CA: University of California Press.
Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of Emotional Labor: a meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361. https://doi.org/10.1037/a0022876
Jackson, S. E., Schwab, R. L., & Schuler, R. S. (1986). Toward An Understanding of The Burnout Phenomenon. Journal of Applied Psychology, 71(4), 630–640. https://doi.org/10.1037/0021-9010.71.4.630
Jeung, D.-Y., Kim, C., & Chang, S.-J. (2018). Emotional Labor and Burnout: A Review of the Literature. Yonsei Medical Journal, 59(2), 187. https://doi.org/10.3349/ymj.2018.59.2.187
Kaplan, R. M., & Saccuzzo, D. P. (2005). Psychology Testing: Principles, Applications, Issues. Belmont, CA: Thomson Wadswort
Kompas.com. (2020). _Masuk 5 Besar, Ritel Indonesia Diprediksi Stabil. https://www.google.co.id/amp/s/amp.kompas.com/properti/read/2020/02/13/205237021/masuk-5-besar-ritel-indonesia-diprediksi-stabil
Koopmans (2014). Measuring Individual Work Performance (Doctoral thesis, University of Amsterdam).
Lee, J. J., & Ok, C. M. (2014). Understanding hotel employees’ service sabotage: Emotional Labor perspective based on conservation of resources theory. International Journal of Hospitality Management, 36, 176-187. https://doi.org/10.1016/j.ijhm.2013.08.014
Lin, Y. W., & Chang, W. P. (2015). Physician Emotional Labour and Job Performance: The Mediating Effects of Emotional Exhaustion. Journal of Health Management, 17(4), 446-457. https://doi.org/10.1177/0972063415606281
Lynch, J., & De Chernatony, L. (2007). Winning hearts and minds: business-to-business branding and the role of the salesperson. Journal of marketing management, 23(1-2), 123-135. https://doi.org/10.1362/026725707X178594
Martínez-Iñigo, D., Totterdell, P., Alcover, C. M., & Holman, D. (2007). Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms. Work & Stress, 21(1), 30-47. https://doi.org/10.1080/02678370701234274
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99–113. https://doi.org/10.1002/job.4030020205
Maslach, C., & Jackson, S. E. (1984). Burnout in Organizational Settings. Applied Social Psychology Annual, 5, 133–153.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job Burnout. Annual Review of Psychology. https://doi.org/10.1146/annurev.psych.52.1.397
Moon, T. W., & Hur, W. M. (2011). Emotional intelligence, emotional exhaustion, and job performance. Social Behavior and Personality: an international journal, 39(8), 1087-1096. https://doi.org/10.2224/sbp.2011.39.8.1087
Onetonline.org. (n.d.). Summary Report for: Retail Salespersons. Retrieved December 29, 2021, from https://www.onetonline.org/link/summary/41-2031.00
Schwepker Jr, C. H., & Ingram, T. N. (2016). Ethical leadership in the salesforce: effects on salesperson customer orientation, commitment to customer value and job stress. Journal of Business & Industrial Marketing, 31(7), 914-927. https://doi.org/10.1108/JBIM-07-2015-0136
Taris, T. W. (2006). Is there a relationship between burnout and objective performance? A critical review of 16 studies. Work & Stress, 20(4), 316-334. https://doi.org/10.1080/02678370601065893
Tourigny, L., Baba, V. V., Han, J., & Wang, X. (2013). Emotional exhaustion and job performance: the mediating role of organizational commitment. The International Journal of Human Resource Management, 24(3), 514-532. https://doi.org/10.1080/09585192.2012.694109
U.S. Bureau of Labor Statistics. (n.d.). Occupational outlook handbook. Retrieved December 29, 2021, from https://www.bls.gov/OOH/sales/retail-sales-workers.html
Wright, T. A., & Bonnet, D. G. (1997). The contribution of burnout to work performance. Journal of Organizational Behavior, 18(5), 491–499. https://doi.org/10.2307/3100218
Yulhaida. (2018). Hubungan Antara Dimensi Kepribadian Big Five dengan Tingkat Burnout pada Perawat IGD Rumah Sakit di Yogyakarta. Universitas Islam Indonesia Repository. https://dspace.uii.ac.id/handle/123456789/9621
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright (c) 2024 Asian Journal Collaboration of Social Environmental and Education
This work is licensed under a Creative Commons Attribution 4.0 International License.
