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Article
Publication date: 3 February 2021

Michel Klein

The concept of emotional labor refers to the management of emotions in interaction with customers. This study aims to suggest an integrative definition of emotional labor…

Abstract

Purpose

The concept of emotional labor refers to the management of emotions in interaction with customers. This study aims to suggest an integrative definition of emotional labor. It develops a conceptual framework that helps organize and synthesize key insights from the literature, in an interactional and multi-level perspective.

Design/methodology/approach

This integrated framework consists in a mapping of key research themes resulting from a systematic literature review, which includes research in sales and marketing. As critical affective processes in sales have not been studied sufficiently, both in business-to-business and business-to-customer selling, this review also incorporates works in other research fields.

Findings

Sales representatives’ emotional labor must be considered as a bi-directional interaction with the customer in a multi-level perspective. Moreover, emotional labor has rather negative consequences for the salesperson (e.g. burnout and job stress), but may have positive sales and customer outcomes. Findings suggest that the expression of genuine emotions should be used during sales interactions. In addition, organizations should prevent customers’ negative behaviors (e.g. mistreatment).

Practical implications

Emotional labor key practical implications with regard to several management functions such as the recruitment, performance management and training (Ashkanasy and Daus, 2002) of the sales representatives.

Originality/value

Research on emotional labor in a sales ecosystem is scarce. It has largely covered service industry employees in contact with customers, but has not paid enough attention to sales representatives (Mikeska et al., 2015). The proposed integrated framework concerning emotional labor focuses on the bi-directional interaction between the sales representatives and their customers.

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Abstract

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International Marketing Review, vol. 25 no. 4
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 1 March 1989

Lars Bergstrom reports on the robotic seam sealing process of which ABB Robotics has over 5 years' experience in the car industry. Now second generation systems are emerging.

Abstract

Lars Bergstrom reports on the robotic seam sealing process of which ABB Robotics has over 5 years' experience in the car industry. Now second generation systems are emerging.

Details

Industrial Robot: An International Journal, vol. 16 no. 3
Type: Research Article
ISSN: 0143-991X

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Article
Publication date: 24 June 2009

Pieter Verstraete

During the last two decennia ‘disability’ increasingly has been considered by various academic disciplines like sociology, literature, social sciences, geography and…

Abstract

During the last two decennia ‘disability’ increasingly has been considered by various academic disciplines like sociology, literature, social sciences, geography and history as a fresh and innovative analytical category with the transformative potential of race, gender, class and sexuality. At the heart of this development is a comprehensive transformation of what is understood by ‘disability’. Traditionally, ‘disability’ was considered to be nothing more than an objective and invariable part of the human body. Nowadays ‘disability’ is primarily presented as the contingent result of the complex and manifold interactions between an individual’s body and its surrounding multilayered reality. This new meaning of ‘disability’ especially has been put forward by what has come to be known as Disability Studies.

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History of Education Review, vol. 38 no. 1
Type: Research Article
ISSN: 0819-8691

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Book part
Publication date: 15 October 2018

Abstract

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Collapse of the Global Order on Drugs: From UNGASS 2016 to Review 2019
Type: Book
ISBN: 978-1-78756-488-6

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Book part
Publication date: 25 August 2020

Johnrev Guilaran and Hong An Nguyen

Disaster responders play a crucial role in providing aid to individuals and communities following catastrophic events. Being tasked to protect and preserve life and…

Abstract

Disaster responders play a crucial role in providing aid to individuals and communities following catastrophic events. Being tasked to protect and preserve life and property, these groups of professionals are constantly exposed to various hazards, which puts them at risk of negative mental health consequences. This chapter describes and discusses these mental health effects and interventions for disaster responders in Southeast Asia. The chapter defines who the disaster responders are in Southeast Asian countries. Drawing from the literature, this chapter enumerates the various positive and negative psychological consequences of disaster response, and the risk and protective factors associated with disaster response work. This chapter also describes the different interventions, such as psychological first aid and psychotherapy, following the Inter-agency Standing Committee (IASC) (2007) guidelines on conducting mental health and psychosocial support services (MHPSS), and focusing on the Southeast Asian context. This chapter ends with a discussion of the different challenges of providing MHPSS in Southeast Asia and with some recommendations on how to improve the delivery of these services and the mental health of disaster responders in general.

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Resistance, Resilience, and Recovery from Disasters: Perspectives from Southeast Asia
Type: Book
ISBN: 978-1-83909-791-1

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Book part
Publication date: 13 August 2018

Robert L. Dipboye

Abstract

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The Emerald Review of Industrial and Organizational Psychology
Type: Book
ISBN: 978-1-78743-786-9

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Article
Publication date: 8 June 2015

Martin Weiss, Dirk Schneider and Jekaterina Lebid

This paper aims to develop a conceptual foundation of a fit between top management teams (TMTs) and their company’s corporate strategy. The authors fortify the importance…

Abstract

Purpose

This paper aims to develop a conceptual foundation of a fit between top management teams (TMTs) and their company’s corporate strategy. The authors fortify the importance of the concept of fit if the impact of upper echelons on organizational performance is trying to be explained. Yet, a constitutive concept of fit for the corporate strategy, a particularly important dimension of strategy, was previously neglected.

Design/methodology/approach

In a conceptual/theoretical approach, the authors selected demographic managerial characteristics from previous empirical studies from the research stream on upper echelons and combined them with other promising characteristics. To analyze them in respect to the requirements of low and highly diversified companies, the authors applied the concept of the dominant logic, an important theory in the field of corporate strategy.

Findings

The authors establish two distinct profiles of TMT members for low and high degrees of diversification and provide guidance on how to measure the TMT-corporate strategy fit – for individual TMT members and for the entire TMT – as a degree of fit on a ratio scale.

Originality/value

This work constitutes the first exhaustive concept of a TMT-corporate strategy fit. It provides a profound research foundation for scholars in the field of TMTs and the upper echelons theory as well as a promising and complementary perspective for practitioners when assessing their TMT composition.

Details

Team Performance Management: An International Journal, vol. 21 no. 3/4
Type: Research Article
ISSN: 1352-7592

Keywords

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Book part
Publication date: 30 December 2004

Jon J. Fallesen and Stanley M. Halpin

Pew and Mavor (1998) called for an integrative representation of human behavior for use in models of individual combatants and organizations. Models with integrated…

Abstract

Pew and Mavor (1998) called for an integrative representation of human behavior for use in models of individual combatants and organizations. Models with integrated representation of behavior have only been achieved at rudimentary levels according to those performing the studies (e.g. Pew & Mavor, 1998; Tulving, 2002) and those building the models (e.g. Warwick et al., 2002). This chapter will address aspects of cognitive performance that are important to incorporate into models of combat based on acceptance of theory, strength of empirical data, or for other reasons such as to bridge gaps where incomplete knowledge exists about cognitive behavior and performance. As a starting point, this chapter will assess which of Pew and Mavor’s recommendations are still appropriate as determined by a review of selected literature on cognition and its representation. We will also provide some review and extensions of key literature on cognition and modeling and suggest a way ahead to close the remaining gaps. Different aspects of cognition are described with recent findings, and most are followed by an example of how they have been represented in computer models or a discussion of challenges to their representation in modeling.

Details

The Science and Simulation of Human Performance
Type: Book
ISBN: 978-1-84950-296-2

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Article
Publication date: 1 March 2009

Adrian N. Carr and Cheryl A. Lapp

This paper introduces this special issue and initially provides some contextual background to the field of psychodynamics, its significance to organisational studies and…

Abstract

This paper introduces this special issue and initially provides some contextual background to the field of psychodynamics, its significance to organisational studies and the understanding of behaviour in organizations. The internationally-based papers in this special issue are then introduced and summarised.

Details

International Journal of Organization Theory & Behavior, vol. 12 no. 3
Type: Research Article
ISSN: 1093-4537

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