The Effect of Emotional Labor and Emotional Exhaustion on Affective Organizational Commitment: The Mediating Role of Job Satisfaction.

Document Type : Research Paper

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Abstract

It is essential for organizations to understand and manage salespeople's emotions. By controlling the effects of emotions on job, management can promote and enhance its sales force. However, the literature on salespersons' emotions has been largely overlooked. This paper establishes an integrative work emotions process model to better understand the emotional component of the sales force in a retail context. Research population of these salespeople is Shahrvand stores in Tehran city. To obtain the required sample size, simple random sampling and Cochran formula are used. To gather the required data, library and field methods are used. The present study is practical in terms of purpose and descriptive correlational in terms of data collection procedure. To analyze the data, confirmatory factor analysis and structural equation modeling, available in LISERAL and SPSS are used. This study examines the impact of emotional work and emotional exhaustion on organizational commitment with the mediating role of job satisfaction. Findings show that emotional work has a significant effect on job satisfaction and organizational commitment, while emotional exhaustion has a significant effect only on job satisfaction.

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References

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Organizational Behaviour Studies Quarterly
Volume 5, Issue 3 - Serial Number 19
serial no 19
December 2016
Pages 25-50

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