| Author: | Boles, J. Babin, B. |
| Title: | On the front lines: stress, conflict, and the customer service provider |
| Journal: | Journal of Business Research
1996 : SEP, VOL. 37:1, p. 41-50 |
| Index terms: | RESEARCH STRESS CONFLICT |
| Language: | eng |
| Abstract: | Previous marketing research examines role stress (role conflict and role ambiguity) as an antecedent of job satisfaction across a range of professional marketing contexts. Recently, research has begun to address the impact of nonwork factors on employee job satisfaction. For the most part, however, this research ignores the front line service providers who, given their key role in building customer satisfaction and relationships, are immensely important in many business settings. In this study, a model is developed and tested that posits work-family conflict as a partial mediator of the role stress-job satisfaction relationship. |
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