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논문 기본 정보

자료유형
학술저널
저자정보
Jina Kim (The Catholic University of Korea) Hye-Sun JUNG (The Catholic University of Korea)
저널정보
한국유통과학회 유통과학연구 유통과학연구 제19권 제10호
발행연도
2021.10
수록면
99 - 109 (11page)

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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.

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