• Journal of Distribution Science
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• v.19 no.10
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• pp.99-109
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• 2021

Purpose: Retail workers have a role in attending to customers better, not only making sales to them. In this regard, this research focuses on having a clear understanding of the effects of emotional factors and job stress on mental health for retail sales workers. Research design, data and methodology: The present research conducted both a qualitative textual analysis and interview. This research method is quite useful because it relates the information collected with the research gap. Qualitative data is time-consuming type of data to analyze since it involves interpreting words rather than numbers. Results: The findings showed that emotional labor and stress may not only cause mental harm to the employees but can result in adverse reaction to the customers. Retail employees need to express their true emotions and avoid pretending to be helped with a clear understanding of their needs. Conclusion: This study conclude that motional labor and stress to the retail workers is a real issue that has affected many people around the globe and there is a need to conduct more research on the issue to help employees serve customers much better. Stress among sales workers results to poor working morale and thus affects the entire organization at large.

• Convergence Security Journal
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• v.14 no.3_2
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• pp.23-35
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• 2014

This study aims to verify the relationship between customer orientation and job stress due to the degree of emotional labor on security agents. Objects of study are from 10 security companies, randomly selected from those registered on the Regional Police Agencies in Daejeon and Chungnam, from November 10th to 20th, 2013; thirty agents from each company, or three-hundred in total, were selected as research subjects by random sampling method. Twenty-five subjects were excluded for poor response contents and/or low reliability. Thus, only 275 subjects were included in actual analysis. The research tool was the questionnaire which was re-composed on the basis of domestic/overseas preliminary studies, while the data was processed through the frequency analysis, the reliability analysis, the confirmatory factor analysis and structure model analysis, using SPSS version 19.0 and AMOS 17.0 statistics package. Through the data analysis following the research methods above, the conclusion was acquired as follows. First, as job stress of security agents decreased, customer orientation increased. Second, the group of security agents with lower level of emotional labor positively affected job stress and customer orientation.