Research Article
Who Creates Emotional Exhaustion to Salesperson? Is It, Supervisor, or Customer?
@INPROCEEDINGS{10.4108/eai.1-10-2020.2304913, author={Rakhy KS and Sony Vijayan}, title={Who Creates Emotional Exhaustion to Salesperson? Is It, Supervisor, or Customer?}, proceedings={Proceedings of the First International Conference of Economics, Business \& Entrepreneurship, ICEBE 2020, 1st October 2020, Tangerang, Indonesia}, publisher={EAI}, proceedings_a={ICEBE}, year={2021}, month={4}, keywords={emotional exhaustion abusive supervision customer incivility salespersons retail textile shops}, doi={10.4108/eai.1-10-2020.2304913} }- Rakhy KS
Sony Vijayan
Year: 2021
Who Creates Emotional Exhaustion to Salesperson? Is It, Supervisor, or Customer?
ICEBE
EAI
DOI: 10.4108/eai.1-10-2020.2304913
Abstract
The motive of this study is to explore the effect of abusive supervision and customer incivility on retail textile shops salespersons' emotional exhaustion in Indian retail work settings. Multiple interpersonal stressors on salespersons negatively influence the emotional well being and job performance. In frontline service, more than physical or mental efforts, emotional management has priority to maintain service quality. Service position requires internal and external social interactions, and negative social interaction may further move to emotional exhaustion. This study analyses the effect of abusive supervision and customer incivility on salespersons' emotional exhaustion in the Indian context. This study established high-level abusive supervision and low-level customer incivility, and abusive supervision is the primary cause of salespersons' emotional exhaustion in the Indian retail textile sector.
