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Analysis of emotional labour differences according to general characteristics of fashion store salesperson

Authors
Kim, GihyungLee, Seunghee
Issue Date
Jun-2020
Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
Keywords
Emotional labour; emotional labour differences; fashion retail; fashion store salesperson; business competitive
Citation
JOURNAL OF GLOBAL FASHION MARKETING, v.11, no.3, pp 250 - 269
Pages
20
Journal Title
JOURNAL OF GLOBAL FASHION MARKETING
Volume
11
Number
3
Start Page
250
End Page
269
URI
https://scholarworks.sookmyung.ac.kr/handle/2020.sw.sookmyung/159036
DOI
10.1080/20932685.2020.1754270
ISSN
2093-2685
2325-4483
Abstract
This study empirically analyses emotional labour differences by classifying the general characteristics of fashion store salespersons into three industry-specific categories: demographic characteristics, job characteristics, and brand characteristics. The variables of emotional labour were examined according to its elements (surface acting and deep acting), antecedents (positive affectivity, negative affectivity, job autonomy, and customer incivility), and consequences (emotional exhaustion, depersonalization, turnover intention, self-efficacy, and job satisfaction). The participants of this study were fashion salespersons aged 20 or older, engaged in the fashion retail business of clothing and fashion goods in Seoul and Gyeonggi Province. A total of 320 valid questionnaires were used for our statistical analysis. Based on the results of this study, strengthening the capacity of fashion salespeople and the competitiveness of the retail industry by developing support programs and creating awareness of the negative effects of emotional labour will lead to the qualitative growth of the service industry.
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생활과학대학 (의류학과)
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