Published February 10, 2019
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THE EFFECT OF EMOTIONAL DEMAND AND JOB DEMAND ON EMOTIONAL EXHAUSTION IN SALES EXECUTIVES FROM AUTOMOBILE INDUSTRY
Authors/Creators
- 1. Associate Professor, Department of Business Administration, Bishop Appasamy College of Arts & Science, Coimbatore, Tamilnadu
Description
The service employees frequently engage in emotionally demanding interactions with customers. They are likely to have high levels of emotional exhaustion. The present study explores the effect of emotional demand and job demand the independent variables on the dependent variable emotional exhaustion. Data for this were collected from 70 automobile show room executives. The result of this study indicates that emotional demand and job demand are positively related to emotional exhaustion. Three validated instruments were employed in the study to measure the relevant variables. Pearson correlation and multiple regression analysis were used as tools of analysis. The results supported the hypothesis and showed that the independent variables emotional demand accounts for forty five percent and job demand accounts for fifteen percent of effect on the dependent variable - emotional exhaustion. Of the two independent variables emotional demand has more influence on the emotional exhaustion than the job demand. This study is the first to examine the simultaneous effect of emotional demand and job demand on emotional exhaustion. Implications of the findings are discussed.
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References
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