Performance productivity and quality of frontline employees in service organizations

Journal of Marketing

Volumn 64, Issue 2, 2000, Pages 15-34

  Singh, Jagdip ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0034402581     PISSN: 00222429     EISSN: None     Source Type: Journal    
DOI: 10.1509/jmkg.64.2.15.17998     Document Type: Article

References (50)

1. Adams, John S. (1976), "The Structure and Dynamics of Behavior in Organizational Boundary Roles," in Handbook of Industrial and Organizational Psychology, M. D. Dunette, ed. Chicago: Rand McNally.
2. Aiello, John and Kathryn Kolb (1995), "Electronic Performance Monitoring and Social Context: Impact on Productivity and Stress," Journal of Applied Psychology, 80 (3), 339-53.
3. Ashforth, Blake and Ronald Humphrey (1993), "Emotional Labor in Service Roles: The Influence of Identity," Academy of Management Review, 18 (1), 88-115.
4. Baron, Reuben and David Kenny (1986), "The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations," Journal of Personality and Social Psychology, 51 (6), 1173-82.
5. Bateson, John (1985), "Perceived Control and the Service Encounter," in The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, John Czepiel, Michael Solomon, and Carol Surprenant, eds. Lexington, MA: Lexington Books, 67-82.
6. Behrman, Douglas and William D. Perreault Jr. (1982), "Measuring the Performance of Industrial Salespersons," Journal of Business Research, 10 (3), 355-70.
7. _ and _ (1984), "A Role Stress Model of the Performance and Satisfaction of Industrial Salespersons," Journal of Marketing, 48 (Fall), 9-21.
8. Bowen, David E. and Benjamin Schneider (1985), "Boundary Spanning Role Employees and the Service Encounter: Some Guidelines for Management and Research," in The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, John Czepiel, Michael Solomon, and Carol Surprenant, eds. Lexington, MA: Lexington Books, 127-48.
9. Brown, Steven and Robert Peterson (1993), "Antecedents and Consequences of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal Effects," Journal of Marketing Research, 30 (February), 63-77.
10. _ and _ (1994), "The Effect of Effort on Sales Performance and Job Satisfaction," Journal of Marketing, 58 (April), 70-80.
11. Carver, Charles S., Michael F. Scheier, and Christina Pozo (1993), "Conceptualizing the Process of Coping with Health Problems," in Hostility, Coping and Health, H.S. Friedman, ed. Washington, DC: American Psychological Association, 167-87.
12. Churchill, Gilbert, Jr., Neil Ford, Steven Hartley, and Orville Walker Jr. (1985), "The Determinants of Salesperson Performance: A Meta-Analysis," Journal of Marketing Research, 22 (May), 103-18.
13. Cordes, Cynthia L. and Thomas W. Dougherty (1993), "A Review and Integration of Research on Job Burnout," Academy of Management Review, 18 (4), 621-56.
14. Donnelly, James H. and John M. Ivancevich (1975), "Role Clarity and the Salesman," Journal of Marketing, 39 (January), 71-74.
15. Hackman, J. Richard and Greg R. Oldham (1976), "Motivation Through the Design of Work: Test of a Theory," Organizational Behavior and Human Decision Process, 16 (August), 250-79.
16. Hartline, Michael and O.C. Ferrell (1993), "Service Quality Implementation: The Effects of Organizational Socialization and Managerial Actions on Customer Contact," Marketing Science Institute Working Paper 93-122. Cambridge, MA: Marketing Science Institute.
17. _ and _ (1996), "The Management of Customer Contact Service Employees: An Empirical Investigation," Journal of Marketing, 60 (October), 52-70.
18. Henkoff, Ronald (1994), "Finding, Training and Keeping the Best Service Workers," Fortune, (October 3), 110-22.
19. Heskett, James, W. Earl Sasser Jr., and Leonard Schlesinger (1997), The Service Profit Chain. New York: The Free Press.
20. Hobfoll, S.E. and J. Freedy (1993), "Conservation of Resources: A General Stress Theory Applied to Burnout," in Professional Burnout: Recent Developments in Theory and Research, W.B. Schaufeli, C. Maslach, and T. Marek, eds. Washington, DC: Taylor and Francis.
21. Hochschild, Ariel (1983), The Managed Heart. Berkeley, CA: University of California Press.
22. Hockey, G. Robert J. (1993), "Cognitive-Energetical Control Mechanisms in the Management of Work Demands and Psychological Health," in Attention, Selection, Awareness and Control, A. Baddeley and L. Weiskrantz, eds. Oxford: Oxford University Press, 238-45.
23. _ (1997), "Compensatory Control in the Regulation of Human Performance Under Stress and High Workload: A Cognitive-Energetical Framework," Biological Psychology, 45, 73-93.
24. House, James S. (1980), Occupational Stress and the Mental and Physical Health of Factory Workers. Ann Arbor, MI: Institute for Social Research, University of Michigan.
25. _ (1981), Work Stress and Social Support. Reading, MA: Addison Wesley.
26. Johnston, Mark, A. Parasuraman, C. Futrell, and W. Black (1990), "A Longitudinal Assessment of the Impact of Selected Organizational Influences on Salespeople's Organizational Commitment During Early Employment," Journal of Marketing Research, 27 (August), 333-44.
27. Kahn, Robert L., Don Wolfe, Robert Quinn, and J. Diedrick Snoek (1964), Organizational Stress. New York: John Wiley & Sons.
28. Karasek, Robert A., Jr. (1979), "Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign," Administrative Science Quarterly, 24 (June), 285-310.
29. Kerr, Steven (1997), Ultimate Rewards. Boston: HBS Press.
30. Kirkpatrick, Shelley and Edwin A. Locke (1996), "Direct and Indirect Effects of Three Core Charismatic Leadership Components on Performance and Attitudes," Journal of Applied Psychology, 81 (1), 36-51.
31. Lance, Charles E. (1988), "Residual Centering, Exploratory and Confirmatory Moderator Analysis, and Decomposition of Effects in Path Models Containing Interactions," Applied Psychological Measurement, 12 (June), 163-75.
32. Larkin, T.J. and Sandar Larkin (1996), "Reaching and Changing Frontline Employees," Harvard Business Review, 74 (May/June), 95-104.
33. Lazarus, Richard S. and Susan Folkman (1984), Stress, Appraisal, and Coping. New York: Springer Publishing.
34. Lee, Raymond and Blake Ashforth (1993), "A Longitudinal Study of Burnout Among Supervisors and Managers: Comparisons Between Leiter and Maslach (1988) and Golembiewski et al. (1986) Models," Organizational Behavior and Human Decision Processes, 54 (April), 369-98.
35. _ and _ (1996), "A Meta-Analytic Examination of the Correlates of the Three Dimensions of Burnout," Journal of Applied Psychology, 81 (2), 123-33.
36. Marsh, Herbert, John Balla, and Kit-Tai Hau (1996), "An Evaluation of Incremental Fit Indices: A Clarification of Mathematical and Empirical Properties," in Advanced Structural Equation Modeling: Issues and Techniques, George Marcoulides and Randall Schumacker, eds. Mahwah, NJ: Lawrence Erlbaum Associates, 315-45.
37. Milbank, Dana (1993), "Telephone Sales Reps Do Unrewarding Jobs that Few Can Abide," Wall Street Journal, (September 9), A1.
38. Mulaik, Stanley and Douglas Quartetti (1997), "First Order or Higher Order General Factor? " Structural Equation Modeling, 4 (3), 193-211.
39. Muraven, Mark, Dianne Tice, and Roy Baumeister (1998), "Self Control as Limited Resource: Regulatory Depletion Patterns," Journal of Personality and Social Psychology, 74 (3), 774-89.
40. Porter, Lyman W., Richard M. Steers, Richard T. Mowday, and Paul Boulina (1974), "Organizational Commitment, Job Satisfaction and Turnover Among Psychiatric Technicians," Journal of Applied Psychology, 59 (5), 603-609.
41. Rucci, Anthony, Steven Kirn, and Richard Quinn (1998), "The Employee-Customer Profit Chain at Sears," Harvard Business Review, 76 (January/February), 83-97.
42. Schneider, Benjamin, Steven Ashforth, A. Catherine Higgs, and Linda Carr (1996), "Design, Validity and Use of Strategically Focused Employee Attitude Surveys," Personnel Psychology, 49 (3), 695-705.
43. Singh, Jagdip, Jerry R. Goolsby, and Gary K. Rhoads (1994), "Behavioral and Psychological Consequences of Boundary Spanning: Burnout for Customer Service Representatives," Journal of Marketing Research, 31 (November), 558-69.
44. _ and Gary K. Rhoads (1991), "Boundary Role Ambiguity in Marketing-Oriented Positions: A Multidimensional Multi-faceted Operationalization," Journal of Marketing Research, 28 (August), 328-38.
45. _, Willem Verbeke, and Gary Rhoads (1996), "Do Organizational Practices Matter in Role Stress Processes? A Study of Direct and Moderating Effects for Marketing-Oriented Boundary Spanners," Journal of Marketing, 60 (July), 69-86.
46. Spreitzer, Gretchen (1995), "Psychological Empowerment in the Workplace: Dimensions, Measurement and Validation," Academy of Management Journal, 38 (5), 1442-65.
47. Teas, R. Kenneth (1983), "Supervisor Behavior, Role Stress, and the Job Satisfaction of Industrial Salespeople," Journal of Marketing Research, 20 (February), 84-91.
48. Thoits, Peggy (1983), "Multiple Identities and Psychological Well-Being: A Reformulation and Test of the Social Isolation Hypothesis," American Sociological Review, 48 (April), 174-87.
49. _ (1995), "Stress, Coping, and Social Support Processes: Where Are We? What Next?" Journal of Health and Social Behavior, 36 (Extra Issue), 53-79.
50. Weatherly, Kristopher and David Tansik (1993), "Managing Multiple Demands: A Role Theory Examination of the Behaviors of Customer Contact Service Workers," Advances in Services Marketing and Management, Vol. 2, Teresa A. Swartz, David E. Bowen, and Stephen W. Brown, eds. Greenwich, CT: JAI Press, 279-300.