Research Article
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DUYGUSAL EMEK, SATIŞ GÖRÜŞMESİ KAYGISI VE İŞ PERFORMANSI İLİŞKİSİ ÜZERİNE GÖRGÜL BİR ÇALIŞMA

Year 2019, Volume: 6 Issue: 1, 183 - 198, 29.04.2019
https://doi.org/10.30798/makuiibf.523484

Abstract

Duygusal emek
araştırmaları, örgütsel yaşamın önemli bir bölümünü oluşturan çalışanların
müşterilerle olan etkileşimlerine odaklanmaktadır. Söz konusu etkileşimlerde
duyguların düzenlenerek yönetilmesi esastır. Duyguların düzenlenmesi,
işletmeler açısından performans artışı gibi olumlu çıktılar üretirken;
çalışanlar açısından da kaygı gibi olumsuz psikolojik sonuçlar
doğurabilmektedir. Bu bağlamda bu araştırmanın amacı, duygusal emek
stratejileri olan yüzeysel ve derin rol yapma ile satış görüşmesi kaygısı
ilişkisinin çalışanların iş performansı üzerindeki etkisini görgül olarak
araştırmaktır. Araştırmanın verileri, banka ve otomotiv bayilerinde çalışan 277
satış elemanından anket tekniği kullanılarak toplanmıştır. Araştırmanın
hipotezleri, yapısal eşitlik modellemesi kullanılarak test edilmiştir. Bulgular,
araştırmada kullanılan tüm ölçeklerin, özellikle de satış görüşmesi kaygısının
Türkiye'de güvenilir ve geçerli olduğunu doğrulamaktadır. Analiz sonuçları,
duygusal emek stratejilerinin satış görüşmesi kaygısı üzerindeki etkisinin
farklı olduğunu göstermektedir. Yüzeysel rol yapma stratejisi satış görüşmesi
kaygısını azaltırken; derin rol yapma kaygıyı arttırmaktadır. Sonuçlar,
duygusal emek stratejileri ile performans arasındaki ilişkiyi desteklemese de,
satış görüşmesi kaygısının satış elemanlarının performansı üzerinde olumsuz bir
etkisi olduğunu göstermiştir. Söz konusu bulgular tartışılmış, gelecekte
yapılacak araştırmalar ve yönetimsel uygulamalar için önerilerde bulunulmuştur.

References

  • ANTONY, M.M., & SWINSON, R.P. (2000), The Shyness and Social Anxiety Workbook: Proven Techniques for Overcoming Your Fears, Oakland, CA: New Harbinger Publications.
  • ASHFORTH, B.E., & HUMPHREY, R.H. (1993), Emotional Labor in Service Roles: The Influence of Identity, Academy of Management Review, 18(1), 88–115. doi:10.5465/AMR.1993.3997508
  • BARLOW, D.H. (2000), Unraveling the Mysteries of Anxiety and Its Disorders from the Perspective of Emotion Theory, American Psychologist, 55(11), 1247–1263. doi:10.1037/0003-066X.55.11.1247
  • BARSADE, S.G., & GIBSON, D.E. (2007), Why Does Affect Matter in Organizations, Academy of Management Perspectives, 21(1), 36-57. doi:10.5465/AMP.2007.24286163
  • BELSCHAK, F., VERBEKE, W., & BAGOZZI, R.P. (2006), Coping with Sales Call Anxiety: The Role of Sale Perseverance and Task Concentration Strategies, Journal of the Academy of Marketing Science, 34(3), 403-418. doi:10.1177/0092070306286535
  • BRISLIN R.W., LONNER, W.J., & THORNDIKE, R.M. (1973), Cross-Cultural Research Methods, New York, NY: John Wiley and Sons.
  • BROTHERIDGE, C.M., & GRANDEY, A.A. (2002), Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”, Journal of Vocational Behavior, 60(1), 17–39. doi:10.1006/jvbe.2001.1815
  • BROTHERIDGE, C.M., & LEE, R.T. (2003), Development and Validation of the Emotional Labour Scale, Journal of Occupational and Organizational Psychology, 76(3), 365-379. doi:10.1348/096317903769647229
  • CACIOPPO, J.T., GARDNER, W.L., & BERNTSON, G.G. (1999), The Affect System Has Parallel and Integrative Processing Components: Form Follows Function, Journal of Personality and Social Psychology, 76(5), 839–855. doi:10.1037/0022-3514.76.5.839
  • CHEEK, J.M., & BUSS, A.H. (1982), Shyness and Sociability, Journal of Personality and Social Psychology, 41(2), 330-339. doi:10.1037/0022-3514.41.2.330
  • CLARK, D. M., & WELLS, A. (1995), A Cognitive Model of Social Phobia, in R.G. Heimberg, M.Liebowitz, D.A. Hope and F. Schneier (Eds.), Social Phobia: Diagnosis, Assessment and Treatment (pp. 69-93), New York, NY: Guilford Press.
  • CONRAD, C., & WITTE, K. (1994), Is Emotional Expression Repression Oppression? Myths of Organizational Affective Regulation, Annals of the International Communication Association, 17(1), 417-428. doi:10.1080/23808985.1994.11678895
  • CROSSLEY, C.D., BENNETT, R.J., & BURNFIELD, J.L. (2007), Development of a Global Measure of Job Embeddedness and Integration into a Traditional Model of Voluntary Turnover, Journal of Applied Psychology, 92(4), 1031-1042. doi:10.1037/0021-9010.92.4.1031
  • DAYHOFF, S.A. (2000), Diagonally-Parked in a Parallel Universe. Working Through Social Anxiety, Placitas, NM: Effectiveness-Plus Publications.
  • DENNIS, G.B. (1992). Social Phobia and Social Anxiety: Continuous or Discontinuous Constructs? (Order No. 9136876), available from ProQuest Dissertations & Theses Global (304035418). Retrieved from http://search.proquest.com/docview/304035418?accountid=16599
  • DIEFENDORFF, J.M., CROYLE, M.H., & GOSSERAND, R.H. (2005), The Dimensionality and Antecedents of Emotional Labor Strategies, Journal of Vocational Behavior, 66(2), 339-357. doi:10.1016/j.jvb.2004.02.001
  • DUDLEY, G.W., & GOODSON, S.L. (2007), The Psychology of Sales Call Reluctance: Earning What You’re Worth in Sales (5th Ed), Dallas, TX: Behavioral Sciences Research Press.
  • EREVELLES, S., & FUKAWA, N. (2013), The Role of Affect in Personal Selling and Sales Management, Journal of Personal Selling & Sales Management, 33(1), 7-24. doi:10.2753/PSS0885-3134330102
  • EVANS, F.B. (1963), Selling as a Dyadic Relationship - A New Approach, The American Behavioral Scientist, 6(9), 76-79. doi:10.1177/000276426300600922
  • FORBES, L.P. (2004), The Intervening Role of Sales Call Anxiety and Role Ambiguity on New Sales Representative Ownership, Improvisation and Performance (Order No. 3123806), available from ProQuest Dissertations & Theses Global. (305172453). Retrieved from http://search.proquest.com/docview/305172453?accountid=16599
  • GOODSON, S.L., DUDLEY, G.W., & BRYANT, T.R. (2009), Incidence of Sales Call Reluctance: A Multi-National Study, Presentation at the 55th Annual Convention, Southwestern Psychological Convention, San Antonio, TX.
  • GRANDEY, A.A. (2000), Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor, Journal of Occupational Health Psychology, 5(1), 95–110. doi:10.1037//1076-8998.5.1.95
  • GRANDEY, A.A. (2003), When “The Show Must Go On”: Surface and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery, Academy of Management Journal, 46(1), 86–96. doi:10.2307/30040678
  • HAIR, J.F., BLACK, B., BABIN, B., ANDERSON, R.E., & TATHAM, R.L. (2006), Multivariate Data Analysis (6th Ed.), New Jersey, NJ: Pearson Prentice Hall.
  • HOCHSCHILD, A.R. (1983), The Managed Heart: The Commercialization of Human Feeling, Berkeley, CA: The University of California Press.
  • HOFFMAN, R.A. (2015), A Field-Based Study Pertaining to the Relationship of Sales Call Anxiety, Emotional Intelligence, and Employee Engagement in Sales Professionals (Order No. 3688578), Available from ProQuest Dissertations & Theses Global (1674246792). Retrieved from http://search.proquest.com/docview/1674246792?accountid=16599.
  • HU, X., & SHI, J. (2015), Employees’ Surface Acting in Interactions with Leaders and Peers, Journal of Organizational Behavior, 36(8), 1132–1152. doi:10.1002/job.2015
  • 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), 361–389. doi:10.1037/a0022876
  • KIDWELL, B., HARDESTY, D.M., MURTHA, B.R., & Sheng, S. (2011), Emotional Intelligence in Marketing Exchanges, Journal of Marketing, 75(1), 78-95. doi:10.1509/jmkg.75.1.78
  • KRUML, S.M., & GEDDES, D. (2000), Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work, Management Communication Quarterly, 14(1), 8–49. doi:10.1177/0893318900141002
  • LANG, P.J. (1978), Anxiety: Toward a Psychophysiological Definition, in H.S. Akiskal and W.L. Webb (Eds.), Psychiatric Diagnosis: Exploration of Biological Predictors (pp. 365–389), New York, NY: Spectrum.
  • LEARY, M. R. (1982), Social Anxiety, in L. Wheeler (Ed.), Review of Personality and Social Psychology (pp. 97-120), Volume 3, Beverly Hills, CA: Sage Publications.
  • LEARY, M.R., & KOWALSKI, R.M. (1995), Social Anxiety, New York, NY: Guilford Press.
  • MIKESKA, J., HAMWI, G.A., FRIEND, S.B., RUTHERFORD, B.N., & PARK, J. (2015), Artificial Emotions among Salespeople: Understanding the Impact of Surface Acting, Marketing Management Journal, 25(2), 54-70.
  • MCCROSKEY, J.C., & BEATTY, M.J. (1984), Communication Apprehension and Communication State Anxiety Experiences: A Research Note, Communication Monographs, 51(1), 79–84. doi:10.1080/03637758409390185.
  • MORRIS, J.A., & FELDMAN, D.C. (1996), The Dimensions, Antecedents, and Consequences of Emotional Labor, Academy of Management Review, 21(4), 986-1010. doi:10.5465/AMR.1996.9704071861
  • NUNNALLY, J.C., & BERNSTEIN, I.H. (1994), Psychometric Theory (3rd Ed.), New York, NY: McGraw-Hill.
  • PODSAKOFF, P.M., & ORGAN, D.W. (1986), Self-Reports in Organizational Research: Problems and Prospects, Journal of Management, 12(4), 531–544. doi:10.1177/014920638601200408
  • PODSAKOFF, P.M., MACKENZIE, S.B., LEE, J.-Y., PODSAKOFF, N.P. (2003), Common Method Bias in Behavioral Research: A Critical Review of the Literature and Recommended Remedies, Journal of Applied Psychology, 88(5), 879-903. doi:10.1037/0021-9010.88.5.879
  • PUGLIESI, K. (1999), The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being, Motivation and Emotion, 23(2), 125-154. doi:10.1023/A:1021329112679
  • RAFAELI, A., & SUTTON, R. (1987), Expression of Emotion as Part of the Work Role, Academy of Management Review, 12(1), 23-37. doi:10.5465/AMR.1987.4306444
  • SCHAUBROECK, J., & JONES, J. R. (2000), Antecedents of Workplace Emotional Labor Dimensions and Moderators of Their Effects on Physical Symptoms, Journal of Organizational Behavior, 21(12), 163–183. doi:10.1002/(SICI)1099-1379(200003)21:2<163::AID-JOB37>3.0.CO;2-L
  • SCHLENKER, B.R., & LEARY, M.R. (1982), Social Anxiety and Self-Presentation: A Conceptualization and Model, Psychological Bulletin, 92(3), 641-669. doi:10.1037/0033-2909.92.3.641.
  • SCHNEIDER, B., & BOWEN, D.E. (1985), Employee and Customer Perceptions of Service in Banks: Replication and Extension, Journal of Applied Psychology, 70(3), 423-433. doi:10.1037/0021-9010.70.3.423
  • SIMPSON, P.A., & STROH, L.K. (2004), Gender Differences: Emotional Expression and Feelings of Personal Inauthenticity, Journal of Applied Psychology, 89(4), 715–721. doi:10.1037/0021-9010.89.4.715
  • TABACHNICK, B.G., & FIDELL, L.S. (2007), Using Multivariate Statistics (5th Ed.), Upper Saddle River, NJ: Pearson Allyn & Bacon.
  • VERBEKE, W. (1997), Individual Differences in Emotional Contagion of Salespersons: Its Effect on Performance and Burnout, Psychology & Marketing, 14(6), 617-636. doi:10.1002/(SICI)1520-6793(199709)14:6<617::AID-MAR6>3.0.CO;2-A
  • VERBEKE, W, & BAGOZZI, R.P. (2000), Sales Call Anxiety: Exploring What It Means When Fear Rules a Sales Encounter, Journal of Marketing, 64(3), 88-101. doi:10.1509/jmkg.64.3.88.18032
  • VERBEKE, W., & BAGOZZI, R.P. (2003), Exploring the Role of Self and Customer Provoked Embarrassment in Personal Selling, International Journal of Research in Marketing, 20(3), 233-258. doi:10.1016/S0167-8116(03)00035-1

AN EMPIRICAL STUDY ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR, SALES CALL ANXIETY AND WORK PERFORMANCE

Year 2019, Volume: 6 Issue: 1, 183 - 198, 29.04.2019
https://doi.org/10.30798/makuiibf.523484

Abstract

Emotional labor research has focused on employees'
interactions with customers that is a significant part of organizational life.
It is a fact that during this interactions emotions are regulated and managed
by employees. Regulation of emotions produces positive outputs such as
performance improvement in terms of businesses, but also negative psychological
consequences such as anxiety in terms of employees. In this context the purpose
of this empirical study is to investigate the effects of emotional labor
strategies, superficial and deep acting, on sales call anxiety (SCA) and
performance. The data was collected from 277 salespeople who worked in banks
and automotive dealerships by using survey method. The research hypotheses were
tested with structural equation model. The findings confirm that all scales,
particularly SCA, are reliable and validate in Turkey. However, the results
show that the effect of emotional labor strategies on SCA are different. While
surface acting strategy has a positive effect on SCA, deep acting has a
negative effect.
Although the relationship between emotional labor
strategies and performance was not supported, it was found that SCA has a
negative impact on the performance of salespeople. These findings have been based
on the literature  and suggestions are
provided for future research and administrative applications.

References

  • ANTONY, M.M., & SWINSON, R.P. (2000), The Shyness and Social Anxiety Workbook: Proven Techniques for Overcoming Your Fears, Oakland, CA: New Harbinger Publications.
  • ASHFORTH, B.E., & HUMPHREY, R.H. (1993), Emotional Labor in Service Roles: The Influence of Identity, Academy of Management Review, 18(1), 88–115. doi:10.5465/AMR.1993.3997508
  • BARLOW, D.H. (2000), Unraveling the Mysteries of Anxiety and Its Disorders from the Perspective of Emotion Theory, American Psychologist, 55(11), 1247–1263. doi:10.1037/0003-066X.55.11.1247
  • BARSADE, S.G., & GIBSON, D.E. (2007), Why Does Affect Matter in Organizations, Academy of Management Perspectives, 21(1), 36-57. doi:10.5465/AMP.2007.24286163
  • BELSCHAK, F., VERBEKE, W., & BAGOZZI, R.P. (2006), Coping with Sales Call Anxiety: The Role of Sale Perseverance and Task Concentration Strategies, Journal of the Academy of Marketing Science, 34(3), 403-418. doi:10.1177/0092070306286535
  • BRISLIN R.W., LONNER, W.J., & THORNDIKE, R.M. (1973), Cross-Cultural Research Methods, New York, NY: John Wiley and Sons.
  • BROTHERIDGE, C.M., & GRANDEY, A.A. (2002), Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”, Journal of Vocational Behavior, 60(1), 17–39. doi:10.1006/jvbe.2001.1815
  • BROTHERIDGE, C.M., & LEE, R.T. (2003), Development and Validation of the Emotional Labour Scale, Journal of Occupational and Organizational Psychology, 76(3), 365-379. doi:10.1348/096317903769647229
  • CACIOPPO, J.T., GARDNER, W.L., & BERNTSON, G.G. (1999), The Affect System Has Parallel and Integrative Processing Components: Form Follows Function, Journal of Personality and Social Psychology, 76(5), 839–855. doi:10.1037/0022-3514.76.5.839
  • CHEEK, J.M., & BUSS, A.H. (1982), Shyness and Sociability, Journal of Personality and Social Psychology, 41(2), 330-339. doi:10.1037/0022-3514.41.2.330
  • CLARK, D. M., & WELLS, A. (1995), A Cognitive Model of Social Phobia, in R.G. Heimberg, M.Liebowitz, D.A. Hope and F. Schneier (Eds.), Social Phobia: Diagnosis, Assessment and Treatment (pp. 69-93), New York, NY: Guilford Press.
  • CONRAD, C., & WITTE, K. (1994), Is Emotional Expression Repression Oppression? Myths of Organizational Affective Regulation, Annals of the International Communication Association, 17(1), 417-428. doi:10.1080/23808985.1994.11678895
  • CROSSLEY, C.D., BENNETT, R.J., & BURNFIELD, J.L. (2007), Development of a Global Measure of Job Embeddedness and Integration into a Traditional Model of Voluntary Turnover, Journal of Applied Psychology, 92(4), 1031-1042. doi:10.1037/0021-9010.92.4.1031
  • DAYHOFF, S.A. (2000), Diagonally-Parked in a Parallel Universe. Working Through Social Anxiety, Placitas, NM: Effectiveness-Plus Publications.
  • DENNIS, G.B. (1992). Social Phobia and Social Anxiety: Continuous or Discontinuous Constructs? (Order No. 9136876), available from ProQuest Dissertations & Theses Global (304035418). Retrieved from http://search.proquest.com/docview/304035418?accountid=16599
  • DIEFENDORFF, J.M., CROYLE, M.H., & GOSSERAND, R.H. (2005), The Dimensionality and Antecedents of Emotional Labor Strategies, Journal of Vocational Behavior, 66(2), 339-357. doi:10.1016/j.jvb.2004.02.001
  • DUDLEY, G.W., & GOODSON, S.L. (2007), The Psychology of Sales Call Reluctance: Earning What You’re Worth in Sales (5th Ed), Dallas, TX: Behavioral Sciences Research Press.
  • EREVELLES, S., & FUKAWA, N. (2013), The Role of Affect in Personal Selling and Sales Management, Journal of Personal Selling & Sales Management, 33(1), 7-24. doi:10.2753/PSS0885-3134330102
  • EVANS, F.B. (1963), Selling as a Dyadic Relationship - A New Approach, The American Behavioral Scientist, 6(9), 76-79. doi:10.1177/000276426300600922
  • FORBES, L.P. (2004), The Intervening Role of Sales Call Anxiety and Role Ambiguity on New Sales Representative Ownership, Improvisation and Performance (Order No. 3123806), available from ProQuest Dissertations & Theses Global. (305172453). Retrieved from http://search.proquest.com/docview/305172453?accountid=16599
  • GOODSON, S.L., DUDLEY, G.W., & BRYANT, T.R. (2009), Incidence of Sales Call Reluctance: A Multi-National Study, Presentation at the 55th Annual Convention, Southwestern Psychological Convention, San Antonio, TX.
  • GRANDEY, A.A. (2000), Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor, Journal of Occupational Health Psychology, 5(1), 95–110. doi:10.1037//1076-8998.5.1.95
  • GRANDEY, A.A. (2003), When “The Show Must Go On”: Surface and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery, Academy of Management Journal, 46(1), 86–96. doi:10.2307/30040678
  • HAIR, J.F., BLACK, B., BABIN, B., ANDERSON, R.E., & TATHAM, R.L. (2006), Multivariate Data Analysis (6th Ed.), New Jersey, NJ: Pearson Prentice Hall.
  • HOCHSCHILD, A.R. (1983), The Managed Heart: The Commercialization of Human Feeling, Berkeley, CA: The University of California Press.
  • HOFFMAN, R.A. (2015), A Field-Based Study Pertaining to the Relationship of Sales Call Anxiety, Emotional Intelligence, and Employee Engagement in Sales Professionals (Order No. 3688578), Available from ProQuest Dissertations & Theses Global (1674246792). Retrieved from http://search.proquest.com/docview/1674246792?accountid=16599.
  • HU, X., & SHI, J. (2015), Employees’ Surface Acting in Interactions with Leaders and Peers, Journal of Organizational Behavior, 36(8), 1132–1152. doi:10.1002/job.2015
  • 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), 361–389. doi:10.1037/a0022876
  • KIDWELL, B., HARDESTY, D.M., MURTHA, B.R., & Sheng, S. (2011), Emotional Intelligence in Marketing Exchanges, Journal of Marketing, 75(1), 78-95. doi:10.1509/jmkg.75.1.78
  • KRUML, S.M., & GEDDES, D. (2000), Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work, Management Communication Quarterly, 14(1), 8–49. doi:10.1177/0893318900141002
  • LANG, P.J. (1978), Anxiety: Toward a Psychophysiological Definition, in H.S. Akiskal and W.L. Webb (Eds.), Psychiatric Diagnosis: Exploration of Biological Predictors (pp. 365–389), New York, NY: Spectrum.
  • LEARY, M. R. (1982), Social Anxiety, in L. Wheeler (Ed.), Review of Personality and Social Psychology (pp. 97-120), Volume 3, Beverly Hills, CA: Sage Publications.
  • LEARY, M.R., & KOWALSKI, R.M. (1995), Social Anxiety, New York, NY: Guilford Press.
  • MIKESKA, J., HAMWI, G.A., FRIEND, S.B., RUTHERFORD, B.N., & PARK, J. (2015), Artificial Emotions among Salespeople: Understanding the Impact of Surface Acting, Marketing Management Journal, 25(2), 54-70.
  • MCCROSKEY, J.C., & BEATTY, M.J. (1984), Communication Apprehension and Communication State Anxiety Experiences: A Research Note, Communication Monographs, 51(1), 79–84. doi:10.1080/03637758409390185.
  • MORRIS, J.A., & FELDMAN, D.C. (1996), The Dimensions, Antecedents, and Consequences of Emotional Labor, Academy of Management Review, 21(4), 986-1010. doi:10.5465/AMR.1996.9704071861
  • NUNNALLY, J.C., & BERNSTEIN, I.H. (1994), Psychometric Theory (3rd Ed.), New York, NY: McGraw-Hill.
  • PODSAKOFF, P.M., & ORGAN, D.W. (1986), Self-Reports in Organizational Research: Problems and Prospects, Journal of Management, 12(4), 531–544. doi:10.1177/014920638601200408
  • PODSAKOFF, P.M., MACKENZIE, S.B., LEE, J.-Y., PODSAKOFF, N.P. (2003), Common Method Bias in Behavioral Research: A Critical Review of the Literature and Recommended Remedies, Journal of Applied Psychology, 88(5), 879-903. doi:10.1037/0021-9010.88.5.879
  • PUGLIESI, K. (1999), The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being, Motivation and Emotion, 23(2), 125-154. doi:10.1023/A:1021329112679
  • RAFAELI, A., & SUTTON, R. (1987), Expression of Emotion as Part of the Work Role, Academy of Management Review, 12(1), 23-37. doi:10.5465/AMR.1987.4306444
  • SCHAUBROECK, J., & JONES, J. R. (2000), Antecedents of Workplace Emotional Labor Dimensions and Moderators of Their Effects on Physical Symptoms, Journal of Organizational Behavior, 21(12), 163–183. doi:10.1002/(SICI)1099-1379(200003)21:2<163::AID-JOB37>3.0.CO;2-L
  • SCHLENKER, B.R., & LEARY, M.R. (1982), Social Anxiety and Self-Presentation: A Conceptualization and Model, Psychological Bulletin, 92(3), 641-669. doi:10.1037/0033-2909.92.3.641.
  • SCHNEIDER, B., & BOWEN, D.E. (1985), Employee and Customer Perceptions of Service in Banks: Replication and Extension, Journal of Applied Psychology, 70(3), 423-433. doi:10.1037/0021-9010.70.3.423
  • SIMPSON, P.A., & STROH, L.K. (2004), Gender Differences: Emotional Expression and Feelings of Personal Inauthenticity, Journal of Applied Psychology, 89(4), 715–721. doi:10.1037/0021-9010.89.4.715
  • TABACHNICK, B.G., & FIDELL, L.S. (2007), Using Multivariate Statistics (5th Ed.), Upper Saddle River, NJ: Pearson Allyn & Bacon.
  • VERBEKE, W. (1997), Individual Differences in Emotional Contagion of Salespersons: Its Effect on Performance and Burnout, Psychology & Marketing, 14(6), 617-636. doi:10.1002/(SICI)1520-6793(199709)14:6<617::AID-MAR6>3.0.CO;2-A
  • VERBEKE, W, & BAGOZZI, R.P. (2000), Sales Call Anxiety: Exploring What It Means When Fear Rules a Sales Encounter, Journal of Marketing, 64(3), 88-101. doi:10.1509/jmkg.64.3.88.18032
  • VERBEKE, W., & BAGOZZI, R.P. (2003), Exploring the Role of Self and Customer Provoked Embarrassment in Personal Selling, International Journal of Research in Marketing, 20(3), 233-258. doi:10.1016/S0167-8116(03)00035-1
There are 49 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Research Articles
Authors

Metin Reyhanoglu 0000-0003-1769-1867

Betül Balıkçıoğlu 0000-0001-7043-2544

Publication Date April 29, 2019
Submission Date February 6, 2019
Published in Issue Year 2019 Volume: 6 Issue: 1

Cite

APA Reyhanoglu, M., & Balıkçıoğlu, B. (2019). AN EMPIRICAL STUDY ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR, SALES CALL ANXIETY AND WORK PERFORMANCE. Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty, 6(1), 183-198. https://doi.org/10.30798/makuiibf.523484