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Journal cover: International Journal of Retail & Distribution Management

International Journal of Retail & Distribution Management

ISSN: 0959-0552

Online from: 1973

Subject Area: Industry and Public Sector Management

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Understanding multifaceted job satisfaction of retail employees

Document Information:
Title:Understanding multifaceted job satisfaction of retail employees
Author(s):Te-Lin Chung, (Department of Apparel, Events, and Hospitality Management, Iowa State University, Ames, Iowa, USA), Brian Rutherford, (Department of Marketing and Professional Sales, Kennesaw State University, Kennesaw, Georgia, USA), Jungkun Park, (College of Technology, University of Houston, Houston, Texas, USA)
Citation:Te-Lin Chung, Brian Rutherford, Jungkun Park, (2012) "Understanding multifaceted job satisfaction of retail employees", International Journal of Retail & Distribution Management, Vol. 40 Iss: 9, pp.699 - 716
Keywords:Emotional exhaustion, Gender, In-store sales, Inter-role stressors, Job satisfaction, Multifaceted job satisfaction, Perceived organizational support, Retail employees, Retail trade, United States of America
Article type:Research paper
DOI:10.1108/09590551211255974 (Permanent URL)
Publisher:Emerald Group Publishing Limited

Purpose – This study aims to examine the multi-faceted job satisfaction of retail employees. In addition, it seeks to investigate the moderating effect of gender on the relations between proposed antecedents and multifaceted job satisfaction. The seven facets of job satisfaction include satisfaction with supervision, overall job satisfaction, company policy and support, promotion, pay, co-workers, and customers.

Design/methodology/approach – Data for this study constitute a subset of a larger study examining salespeople from both business-to-business (B-T-B) and retail sales contexts in the USA. A total of 352 usable responses from retail employees were retained. Hypothesized relationships were tested by multiple regression analyses, Chow equality tests, and hierarchical regression analyses.

Findings – The study suggests that perceived organizational support, role ambiguity, and emotional exhaustion are the most influential factors for most facets of retail employees' job satisfaction. Role conflict and work-family conflict only predict satisfaction with promotion, and family-work conflict does not predict any facets of job satisfaction. Gender differences only played a part in satisfaction with customers. All other variables, such as perceived organizational support, work-family conflict, family-work conflict, and emotional exhaustion affect male and female employees differently.

Practical implications – The study provides managerial implications, suggesting that there is no one perfect policy to satisfy retail employees in all aspects and retailers should be more careful in assigning tasks to employees.

Originality/value – The literature concerning multifaceted job satisfaction has contributed significantly to understanding sales personnel job satisfaction. However, as many of the job characteristics for B-T-B and retail are different, a separate examination of factors influencing retail employees' job satisfaction is necessary. This study extends the current literature examining the job satisfaction of retail employees by borrowing from retail literature concerning global job satisfaction and from sales management literature about multifaceted job satisfaction.

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