Antecedents and consequences of role stress of retail sales persons

Journal of Retailing and Consumer Services

Volumn 7, Issue 2, 2000, Pages 65-75

  Wetzels, Martin ^a   De Ruyter, Ko ^a   Bloemer, Josée ^b  

^a MAASTRICHT UNIVERSITY   (Netherlands)

^b HASSELT UNIVERSITY   (Belgium)

Author keywords

Retail; Role ambiguity; Role conflict; Service quality

Indexed keywords

EID: 0009756451     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0969-6989(99)00011-9     Document Type: Article

References (74)

1. Anderson, E.W., Fornell, C., Lehmann, D.R., 1994. Customer satisfaction, market share, and profitability: findings from Sweden. Journal of Marketing 58, 53-66.
2. Argyris, C., 1964. Integrating the Individual and the Organization. Wiley, New York.
3. Bagozzi, R.P., 1980a. Performance and satisfaction in an industrial sales force: an examination of their antecedents and simultaneity. Journal of Marketing 44, 65-77.
4. Bagozzi, R.R., 1980b. Causal Models in Marketing. Wiley, New York.
5. Behrman, D.N., Perreault Jr., W.D., 1984. A role stress model of the performance and satisfaction of industrial salespersons. Journal of Marketing 48, 9-21.
6. Bentler, P.M., Bonett, D.G., 1980. Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin 88, 588-606.
7. Bitner, M.J., 1990. Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing 54, 69-82.
8. Bollen, K.A., 1989. Structural Equation Models with Latent Variables. Wiley, New York.
9. Boshof, C., Mels, G., 1995. A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing 29, 23-42.
10. Bourgeois, L.J., Brodwin, D.R., 1984. Strategic implementation: five approaches to an elusive phenomenon. Strategic Management Journal 5, 241-264.
11. Bowen, D.E., Lawler, E.E., 1995. Organising for service: empowerment or production line?. In: Glynn, W.J., Barnes, J.G. (Eds.), Understanding services management. Wiley, Chicester, pp. 269-294.
12. Buzzel, R.D., Gale, B.T., 1987. The PIMS Principles. The Free Press, New York.
13. Cespedes, F., 1991. Organizing and Implementing the Marketing Effort. Addison-Wesley, Reading, MA.
14. Chiles, A.M., Zorn, T.E., 1995. Empowerment in organizations: employees' perceptions of the influences of empowerment. Journal of Applied Communication Research 23, 1-25.
15. Clopton, S.W., 1984. Seller and buying firm factors affecting industrial buyers' negotiation behavior and outcomes. Journal of Marketing Research 21, 39-53.
16. Conger, J.A., Kanungo, R., 1988. The empowerment process: integrating theory and practice. Academy of Management Review 13, 471-482.
17. Cronin Jr., J.J., Taylor, S.A., 1992. Measuring service quality: a reexamination and extension. Journal of Marketing 56, 55-68.
18. Dubinsky, A.J., Hartley, S.W., 1986. A path-analytic study of a model of salesperson perfromance. Journal of the Academy of Marketing Science 14, 36-46.
19. Ferrell, O.C., Skinner, S.J., 1988. Ethical behavior and bureaucratic structure in marketing research organizations. Journal of Marketing Research 25, 103-109.
20. Fisher, C.D., Gitelson, R., 1983. A meta-analysis of the correlates of role conflict and ambiguity. Journal of Applied Psychology 68, 320-333.
21. Goodwin, C., Radford, R., 1993. Models of service delivery: an integrative perspective. Advances in Services Marketing and Management 2, 231-252.
22. Goolsby, J.R., 1992. A theory of role stress in boundary spanning positions of marketing organizations. Journal of the Academy of Marketing Science 20, 155-164.
23. Grönroos, C., 1983. Strategic management and marketing in the services sector. Report No. 83-104, Marketing Science Institute, Cambridge, MA.
24. Hartline, M.D., Ferrell, O.C., 1996. The management of customer-contact service employees: an empirical investigation. Journal of Marketing 60, 52-70.
25. Howard, R., 1990. Values make the company: an interview with Rober Haas. Harvard Business Review 68, 133-144.
26. Hu, L., Bentler, P.M., 1995. Evaluating model fit. In: Hoyle, R.H. (Ed.), Structural Equation Modeling: Concepts, Issues, and Applications. Sage Publications, Inc, Thousand Oaks, CA, pp. 76-99.
27. Jackson, S.E., Schuler, R.S., 1985. A meta-analysis and conceptual critique of research on role ambiguity and role comflict in work settings. Organizational Behavior and Human Performance 36, 16-78.
28. Jacobson, R., Aaker, D.A., 1987. The strategic role of product quality. Journal of Marketing 58, 31-44.
29. James, L.R., Mulaik, S.S., Brett, J.M., 1982. Causal Analysis. Sage Publications, Beverly Hills, CA.
30. John, G., 1984. An empirical investigation of some antecedents of opportunism in a marketing channel. Journal of Marketing Research 21, 278-289.
31. Johnston, M.W., Parasuraman, A., Futrel, C.M., Black, W.C., 1990. A longitudinal assessment of the impact of selected organizational influences on salespeople's organizational commitment during early employment. Journal of Marketing Research 27, 333-344.
32. Jöreskog, K., Sorbom, K., 1989. LISREL 7: A Guide to the Program and Application. Jöreskog and Sörbom/SPSS, Inc, Chicago, IL.
33. Kahn, R.L., Wolfe, D.M., Quinn, R.P., Snoek, J.D., Rosenthal, R.A., 1964. Organizational Stress: studies in Role Conflict and Ambiguity. Wiley, New York.
34. Kenny, D.A., 1979. Correlation and Causality. Wiley, New York.
35. Klein, K.J., Dansereau, F., Hall, R.J., 1994. Level issues in theory development, data collection, and analysis. Academy of Management Review 19, 195-229.
36. Levitt, T., 1972. Product-line approach to service. Harvard Business Review 50, 41-52.
37. Levitt, T., 1976. Industrialization of service. Harvard Business Review 54, 63-74.
38. Loehlin, J.C., 1987. Latent Variable Models. Lawrence Erlbaum, Hillsdale, NJ.
39. Mangold, W.G., Babakus, E., 1991. Service quality: the front-stage vs. the back-stage perspective. The Journal of Services Marketing 5, 59-70.
40. Mathieu, J.E., Zajac, D.M., 1990. A review and meta-analysis of the antecedents, correlates and consequences of organizational commitment. Psychological Bulletin 108, 171-194.
41. McCallum, R.C., 1986. Specification searches in covariance structure modeling. Psychological Bulletin 100, 107-120.
42. McGregor, D., 1960. The Human Side of the Enterprise. McGraw-Hill, New York.
43. Micheals, R.E., Day, R.L., Joachimsthaler, E.A., 1987. Role stress among industrial buyers: an integrative model. Journal of Marketing 51, 28-45.
44. Mowday, R.T., Porter, L.W., Steers, R.M., 1979. The measurement of organizational commitment. Journal of Vocational Behavior 14, 224-247.
45. Mowday, R.T., Steers, R.M., Porter, L.W., 1982. Employee-Organization Linkages. Academic Press, New York.
46. Nicholson Jr., P.J., Goh, S.C., 1983. The relationship of Organization Structure and Interpersonal Attitudes to Role Conflict and Ambiguity in Different Work Environments. Academy of Management Journal 26, 148-155.
47. Nunnally, J.C., Bernstein, I.H., 1994. Psychometric Theory. McGraw-Hill, New York.
48. Organ, D.W., Greene, C.N., 1981. The effects of formalization on professional involvement: a compensatory process approach. Administrative Science Quarterly 26, 237-252.
49. Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing 49, 41-50.
50. Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1988. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64, 12-40.
51. Parkington, J.P., Schneider, B., 1979. Some correlates of experienced job stress: a boundary role study. Academy of Management Journal 22, 270-281.
52. Pugh, D.S., Hickson, D.J., Hinings, C.R., Turner, C., 1968. Dimensions of organization structure. Administrative Science Quarterly 13, 63-105.
53. Reardon, K.K., Enis, B., 1990. Establishing a company-wide customer orientation through persuasive internal marketing. Management Communication Quarterly 3, 376-387.
54. Reichers, A., 1985. A review and reconceptualization of organizational commitment. Academy of Management Review 10, 465-476.
55. Reichheld, F.F., Sasser, W.E., Jr., 1990. Zero defection: quality comes to services, Harvard Business Review 105-111.
56. Rizzo, J.R., House, R.J., Lirtzman, S.I., 1970. Role conflict and ambiguity in complex organisations. Administrative Science Quarterly 15, 150-163.
57. Rogers, D.L., Molnar, J., 1976. Organizational antecedents of role conflict and ambiguity in top-level administrators. Administrative Science Quarterly 21, 598-610.
58. Rousseau, D.M., 1978. Characteristics of departments, positions, and individuals: contexts for attitudes and behavior. Administrative Science Quarterly 23, 521-540.
59. Rousseau, D.M., 1985. Issues of level in organizational research: multilevel and cross-level perspectives. In: Cummings, L.L., Staw, B.M. (Eds.), Research in Organizational Behavior: An Annual Series of Analytical Essays and Critical Reviews, pp. 1-37.
60. Rust, R.T., Zahorik, A.J., Keiningham, T.L., 1995. Return on quality (ROQ): making service quality accountable. Journal of Marketing 59, 58-70.
61. Sager, J.K., 1994. A structural model depicting salespeople's job stress. Journal of the Academy of Marketing Science 22, 74-84.
62. Schlesinger, L.A., Heskett, J.L., 1991. Enfranchisement of service workers. California Management 33, 83-100.
63. Schmitt, N., Bedeian, A.G., 1982. A comparison of LISREL and two-stage least squares analysis of a hypothesized life-job satisfaction reciprocal relationship. Journal of Applied Psychology 67, 219-231.
64. Schneider, B., 1980. The service organization: climate is crucial. Organizational Dynamics 9, 52-65.
65. Singh, J., Rhoads, G.K., 1991. Boundary role ambiguity in marketing-oriented positions: a multidimensional, multifaceted operationalization. Journal of Marketing Research 28, 328-338.
66. Stogdill, R.M., 1963. Manual for the Leader Behavior Description Questionnaire - From XII. Columbus: Bureau of Business Research, The Ohio State University.
67. Tansik, D.A., 1990. Managing human resource issues for high contact personnel. In: Bowen, D.E., Chase, R.B., Cummings, T.G. (Eds.), Service Management Effectiveness. Jossey-Bass, San Francisco, pp. 152-176.
68. Tett, R.P., Meyer, J.P., 1993. Job satisfaction, organizational commitment, turnover intention, and turnover: path analyses based on meta-analytic findings. Personnel Psychology 46, 259-293.
69. Van Sell, M., Brief, A.P., Schuler, R.S., 1981. Role conflict and role ambiguity: integration of the literature and directions of future research. Human Relations 34, 43-71.
70. Walker Jr., O.C., Churchill Jr., G.A., Ford, N.M., 1975. Organizational determinants of the industrial salesman's role conflict and ambiguity. Journal of Marketing 39, 32-39.
71. Wheatherly, K.A., Tansik, D.A., 1993. Tactics used by customer contact workers: effects of role stress, boundary spanning and control. International Journal of Service Industry Management 4, 4-17.
72. Williams, L.J., Hazer, J.T., 1986. Antecedents and consequences of satisfaction and commitment in turnover models: a reanalysis using latent variable structural equation methods. Journal of Applied Psychology 71, 219-231.
73. Zeithaml, V.A., Berry, L.L., Parasuraman, A., 1988. Communication and control processes in the delivery of service quality. Journal of Marketing 52, 35-48.
74. Zemke, R., Schaaf, D., 1989. The Service Edge: 101 Companies that Profit from Customer Care. New American Library, New York.