IDEAS home Printed from https://ideas.repec.org/a/eee/worbus/v47y2012i2p204-212.html
   My bibliography  Save this article

Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in India

Author

Listed:
  • Mishra, Sushanta Kumar
  • Bhatnagar, Deepti
  • D’Cruz, Premilla
  • Noronha, Ernesto

Abstract

With the increasing importance of customer service in sustaining competitive advantage, one of the challenges before the organizations is how to motivate their employees to perform desired emotional labor during customer interactions. The present study examines the linkage between perceived external prestige and emotional labor strategies among the pharmaceutical representatives in India. Drawing from the social comparison theory and social identity theory, the study shows that perceived external prestige influences employees’ emotional labor strategies directly as well as through organizational identification. Contributions of the study to theory and to human resource management practices are discussed.

Suggested Citation

  • Mishra, Sushanta Kumar & Bhatnagar, Deepti & D’Cruz, Premilla & Noronha, Ernesto, 2012. "Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in India," Journal of World Business, Elsevier, vol. 47(2), pages 204-212.
    • Handle: RePEc:eee:worbus:v:47:y:2012:i:2:p:204-212
    DOI: 10.1016/j.jwb.2011.04.007
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S1090951611000332
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jwb.2011.04.007?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Avlonitis, George J. & Panagopoulos, Nikolaos G., 2007. "Exploring the influence of sales management practices on the industrial salesperson: A multi-source hierarchical linear modeling approach," Journal of Business Research, Elsevier, vol. 60(7), pages 765-775, July.
    2. Selmer, Jan & Chiu, Randy, 2004. "Required human resources competencies in the future: a framework for developing HR executives in Hong Kong," Journal of World Business, Elsevier, vol. 39(4), pages 324-336, November.
    3. Pawan S. Budhwar & Harsh K. Luthar & Jyotsna Bhatnagar, 2006. "The Dynamics of HRM Systems in Indian BPO Firms," Journal of Labor Research, Transaction Publishers, vol. 27(3), pages 339-360, June.
    4. Isabelle Huault & V. Perret & S. Charreire-Petit, 2007. "Management," Post-Print halshs-00337676, HAL.
    5. Brian M. Lucey & Michael Dowling, 2005. "The Role of Feelings in Investor Decision‐Making," Journal of Economic Surveys, Wiley Blackwell, vol. 19(2), pages 211-237, April.
    6. Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
    7. Olivier Herrbach & Karim Mignonac, 2004. "How Organizational Image Affects Employee Attitudes," Post-Print halshs-00006024, HAL.
    8. Piercy, Nigel F. & Low, George S. & Cravens, David W., 2004. "Examining the effectiveness of sales management control practices in developing countries," Journal of World Business, Elsevier, vol. 39(3), pages 255-267, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Tai-Wei Chang & Yu-Shan Chen & Chun-Yu Lin, 2022. "The Myth of Organizational Change Process: A Study of Uniting Organizational Identity, Promoting Organizational Performance, and Member Behavior," SAGE Open, , vol. 12(1), pages 21582440221, March.
    2. Mukherjee, Debmalya & Kumar, Satish & Mukherjee, Deepraj & Goyal, Kirti, 2022. "Mapping five decades of international business and management research on India: A bibliometric analysis and future directions," Journal of Business Research, Elsevier, vol. 145(C), pages 864-891.
    3. Inyong Shin & Won‐Moo Hur, 2020. "How are service employees' perceptions of corporate social responsibility related to their performance? Prosocial motivation and emotional labor as underlying mechanisms," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2867-2878, November.
    4. Bi-Juan Zhong & Yaping Gong & Oded Shenkar & Yadong Luo & Zhixing Xiao & Shuming Zhao, 2023. "Managing the hearts of boundary spanners: CEO organizational identification and international joint venture performance," Asia Pacific Journal of Management, Springer, vol. 40(1), pages 87-119, March.
    5. Florian Becker-Ritterspach & Tico Raaijman, 2013. "Global Transfer and Indian Management," Management International Review, Springer, vol. 53(1), pages 141-166, February.
    6. Lee, Na Young & Zablah, Alex R. & Noble, Stephanie M., 2023. "A meta-analytic investigation of the organizational identification – Job performance relationship in the frontlines," Journal of Retailing, Elsevier, vol. 99(3), pages 370-384.
    7. Pengfei Cheng & Jingxuan Jiang & Zhuangzi Liu, 2022. "The Influence of Perceived External Prestige on Emotional Labor of Frontline Employees: The Mediating Roles of Organizational Identification and Impression Management Motive," IJERPH, MDPI, vol. 19(17), pages 1-15, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Agrawal, Narendra M. & Khatri, Naresh & Srinivasan, R., 2012. "Managing growth: Human resource management challenges facing the Indian software industry," Journal of World Business, Elsevier, vol. 47(2), pages 159-166.
    2. Nault, Kelly A. & Sezer, Ovul & Klein, Nadav, 2023. "It’s the journey, not just the destination: Conveying interpersonal warmth in written introductions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 177(C).
    3. repec:fip:fedhep:y:2013:i:qii:p:30-46:n:vol.37no.2 is not listed on IDEAS
    4. Gedikoglu, Haluk & McCann, Laura M.J. & Artz, Georgeanne M., 2011. "Off-Farm Employment Effects on Adoption of Nutrient Management Practices," Agricultural and Resource Economics Review, Northeastern Agricultural and Resource Economics Association, vol. 40(2), pages 1-14, August.
    5. Su, Yuandong & Lu, Xinjie & Zeng, Qing & Huang, Dengshi, 2022. "Good air quality and stock market returns," Research in International Business and Finance, Elsevier, vol. 62(C).
    6. Scherrer-Rathje, Maike & Boyle, Todd A. & Deflorin, Patricia, 2009. "Lean, take two! Reflections from the second attempt at lean implementation," Business Horizons, Elsevier, vol. 52(1), pages 79-88.
    7. Farrell, Terence C., 2008. "An Economic Evaluation of Conservation Farming Practices for the Central West of NSW," 2008 Conference (52nd), February 5-8, 2008, Canberra, Australia 6177, Australian Agricultural and Resource Economics Society.
    8. Felipe Jiménez & Wilmar Cabrera-Montiel, 2014. "System for Road Vehicle Energy Optimization Using Real Time Road and Traffic Information," Energies, MDPI, vol. 7(6), pages 1-23, June.
    9. J�r�me Massiani, Giovanni Santoro, 2012. "The relevance of the concept of capacity for the management of a tourist destination: theory and application to tourism management in Venice," RIEDS - Rivista Italiana di Economia, Demografia e Statistica - The Italian Journal of Economic, Demographic and Statistical Studies, SIEDS Societa' Italiana di Economia Demografia e Statistica, vol. 66(2), pages 141-156.
    10. Vassili Joannides & N. Berland, 2008. "Grounded theory: quels usages dans les recherches en contrôle de gestion?," Grenoble Ecole de Management (Post-Print) hal-00676580, HAL.
    11. Enrico Rubaltelli & Lorella Lotto & Ilana Ritov & Rino Rumiati, 2015. "Moral investing: Psychological motivations and implications," Judgment and Decision Making, Society for Judgment and Decision Making, vol. 10(1), pages 64-75, January.
    12. Karen Jehn & Elizabeth Scott, 2008. "Perceptions of Deception: Making Sense of Responses to Employee Deceit," Journal of Business Ethics, Springer, vol. 80(2), pages 327-347, June.
    13. Gauguier, Jean-Jacques, 2009. "L’industrialisation de l’Open Source," Economics Thesis from University Paris Dauphine, Paris Dauphine University, number 123456789/4388 edited by Toledano, Joëlle.
    14. Adrian K. James & Ronald W. Thring & Steve Helle & Harpuneet S. Ghuman, 2012. "Ash Management Review—Applications of Biomass Bottom Ash," Energies, MDPI, vol. 5(10), pages 1-18, October.
    15. Hoen, K.M.R. & Güllü, R. & van Houtum, G.J. & Vliegen, I.M.H., 2011. "A simple and accurate approximation for the order fill rates in lost-sales Assemble-to-Order systems," International Journal of Production Economics, Elsevier, vol. 133(1), pages 95-104, September.
    16. Porro, Roberto & Lopez-Feldman, Alejandro & Vela-Alvarado, Jorge W., 2015. "Forest use and agriculture in Ucayali, Peru: Livelihood strategies, poverty and wealth in an Amazon frontier," Forest Policy and Economics, Elsevier, vol. 51(C), pages 47-56.
    17. Thierry Burger-Helmchen & Patrick Llerena, 2008. "A case study of a creative start-up: governance, communities and knowledge management," Journal of Innovation Economics, De Boeck Université, vol. 0(2), pages 125-146.
    18. TANASE, George Cosmin, 2011. "The Retail Growth Strategies on the International Market and the Global Development Opportunities for Retailers," Romanian Distribution Committee Magazine, Romanian Distribution Committee, vol. 2(4), pages 28-33, December.
    19. Burns, Christopher, 2014. "Measurement Error in the Schaefer Production Model," 2014 Annual Meeting, July 27-29, 2014, Minneapolis, Minnesota 170569, Agricultural and Applied Economics Association.
    20. Hutchinson, Michael & Bennett, Gregg, 2012. "Core values brand building in sport: Stakeholder attitudes towards intercollegiate athletics and university brand congruency," Sport Management Review, Elsevier, vol. 15(4), pages 434-447.
    21. Du, Ding & Huang, Zhaodan & Blanchfield, Peter J., 2009. "Do fixed income mutual fund managers have managerial skills?," The Quarterly Review of Economics and Finance, Elsevier, vol. 49(2), pages 378-397, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:worbus:v:47:y:2012:i:2:p:204-212. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/620401/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.