Role Stress in After-Sales Service Management

Journal of Service Research

Volumn 2, Issue 1, 1999, Pages 50-67

  Wetzels, Martin ^a   de Ruyter, Ko ^b   Lemmink, Jos ^b  

^a MAASTRICHT UNIVERSITY   (Netherlands)

^b MAASTRICHT UNIVERSITY   (Netherlands)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 8844252396     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/109467059921005     Document Type: Article

References (98)

1. Anderson, Eugene W. (1995), "An Economic Approach to Understanding How Customer Satisfaction Affects Buyer Perceptions of Value," in Proceedings of the AMA Winter Conference. Chicago: American Marketing Association, 102-106.
2. Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden,"Journal of Marketing, 58 (July), 53-66.
3. Babin, Barry J. and James S. Boles (1996), "The Effects of Perceived Co-worker Involvement and Supervisor Support on Service Provider Role Stress, Performance, and Job Satisfaction,"Journal of Retailing, 72 (1), 57-75.
4. Bagozzi, Richard P. (1978), "Salesforce Performance and Satisfaction as a Function of Individual Difference, Interpersonal, and Situational Factors,"Journal of Marketing Research, 15 (November), 517-531.
5. Beehr, Terry A. (1976), "Perceived Situational Moderators of the Relationship between Subjective Role Ambiguity and Role Strain,"Journal of Applied Psychology, 61 (1), 35-40.
6. Behrman, Douglas N. and William D. Perreault, Jr. (1984), "A Role Stress Model of the Performance and Satisfaction of Industrial Salespersons,"Journal of Marketing, 48 (Fall), 9-21.
7. Bentler, Peter M. and Chih-Ping Chou (1987), "Practical Issues in Structural Modeling,"Sociological Methods & Research, 16 (August), 78-117.
8. Boles, James S. and Barry J. Babin (1996), "On the Front Lines: Stress, Conflict, and the Customer Service Provider,"Journal of Business Research, 37 (1), 41-50.
9. Bollen, Kenneth A. (1989), Structural Equations with Latent Variables. New York: John Wiley.
10. Boshoff, Christo and Gerhard Mels (1995), "A Causal Model to Evaluate the Relationships among Supervision, Role Stress, Organizational Commitment, and Internal Service Quality,"European Journal of Marketing, 29 (2), 23-42.
11. Bowen, David E. and Edward E. Lawler, III (1992), "The Empowerment of Service Workers: What, Why, How, and When,"Sloan Management Review, 33 (Spring), 31-39.
12. Bowen, David E. and Edward E. Lawler, III (1995), "Empowering Service Employees,"Sloan Management Review, 36 (Summer), 73-84.
13. Bowen, David E., Caren Siehl, and Benjamin Schneider (1989), "A Framework for Analyzing Customer Service Orientations in Manufacturing,"Academy of Management Review, 14 (1), 75-95.
14. Brown, Stephen W. and Teresa A. Swartz (1989), "A Gap Analysis of Professional Service Quality,"Journal of Marketing, 53 (April), 92-98.
15. Brown, Steven P. and Robert A. Peterson (1993), "Antecedents and Outcomes of Salesperson Job Satisfaction: Meta-analysis and Assessment of Causal Effects,"Journal of Marketing Research, 30 (February), 63-77.
16. Chiles, Angela M. and Theodore E. Zorn (1995), "Empowerment in Organizations: Employees' Perceptions of the Influences of Empowerment,"Journal of Applied Communication Research, 23, 1-25.
17. Churchill, Gilbert A., Jr., Neil M. Ford, Steven W. Hartley, and Orville C. Walker, Jr. (1985), "The Determinants of Salesperson Performance: A Meta-analysis,"Journal of Marketing Research, 22 (May), 103-118.
18. Churchill, Gilbert A., Jr., Neil M. Ford, and Orville C. Walker, Jr. (1974), "Measuring Job Satisfaction of Industrial Salesmen,"Journal of Marketing Research, 11 (August), 254-260.
19. Clopton, Stephen W. (1984), "Seller and Buying Firm Factors Affecting Industrial Buyers' Negotiation Behavior and Outcomes,"Journal of Marketing Research, 21 (February), 39-53.
20. Conger, Jay A. and Rabindra N. Kanungo (1988), "The Empowerment Process: Integrating Theory and Practice,"Academy of Management Review, 13 (3), 471-482.
21. Cudeck, Robert and Michael W. Browne (1983), "Cross-Validation of Covariance Structures,"Multivariate Behavioral Research, 18, 147-167.
22. Dubinsky, Alan J. and Steven W. Hartley (1986), "A Path-Analytic Study of a Model of Salesperson Performance,"Journal of the Academy of Marketing Science, 14 (1), 36-46.
23. Ferrell, O. C. and Steven J. Skinner (1988), "Ethical Behavior and Bureaucratic Structure in Marketing Research Organizations,"Journal of Marketing Research, 25 (February), 103-109.
24. Fisher, Cynthia D. and Richard Gitelson (1983), "A Meta-analysis of the Correlates of Role Conflict and Ambiguity,"Journal of Applied Psychology, 68 (2), 320-333.
25. Fisher, K. (1993), Leading Self-Directed Work Teams: A Guide to Developing New Team Leadership Skills. New York: McGraw-Hill.
26. Fornell, Claes and David F. Larcker (1981), "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,"Journal of Marketing Research, 18 (February), 19-50.
27. Fornell, Claes and Roland T. Rust (1989), "Incorporating Prior Theory in Covariance Structure Analysis: A Bayesian Approach,"Psychometrika, 54 (2), 249-259.
28. Fried, Yitzhak (1991), "Meta-analytic Comparison of the Job Diagnostic Survey and Job Characteristics Inventory as Correlates of Work Satisfaction and Performance,"Journal of Applied Psychology, 76 (5), 690-697.
29. Fry, Louis W., Charles M. Futrell, A. Parasuraman, and Margaret A. Chmielewski (1986), "An Analysis of Alternative Causal Models of Salesperson Role Perceptions and Work-Related Attitudes,"Journal of Marketing Research, 23 (May), 153-163.
30. Gist, Marilyn E. and Terence R. Mitchell (1992), "Self-Efficacy: A Theoretical Analysis of Its Determinants and Malleability,"Academy of Management Review, 17 (2), 183-211.
31. Goolsby, Jerry R. (1992), "A Theory of Role Stress in Boundary Spanning Positions of Marketing Organizations,"Journal of the Academy of Marketing Science, 20 (2), 155-164.
32. Griffith, James (1988), "Measurement of Group Cohesion in U.S. Army Units,"Basic and Applied Psychology, 9 (2), 149-171.
33. Grönroos, Christian (1990), Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington, MA: Lexington Books.
34. Gummesson, Evert (1994), "Service Management: An Evaluation and the Future,"International Journal of Service Industry Management, 5 (1), 77-96.
35. Hackman, J. Richard and Greg R. Oldham (1975), "Development of the Job Diagnostic Survey,"Journal of Applied Psychology, 60 (2), 159-170.
36. Hackman, J. Richard and Greg R. Oldham (1976), "Motivation through the Design of Work: Test of a Theory,"Organizational Behavior and Human Performance, 16, 250-279.
37. Hampton, Richard, Alan J. Dubinsky, and Steven J. Skinner (1986), "A Model of Sales Supervisor Leadership Behavior and Retail Salespeople's Job-Related Outcomes,"Journal of the Academy of Marketing Science, 14 (3), 33-43.
38. Hartline, Micheal D. and O. C. Ferrell (1993), "Service Quality Implementation: The Effects of Organizational Socialization and Managerial Actions on Customer-Contact Employee Behaviors," Report No. 93-122, Academy of Marketing Science.
39. Hartline, Micheal D. and O. C. Ferrell (1996), "The Management of Customer-Contact Service Employees,"Journal of Marketing, 60 (4), 52-70.
40. Heide, Jan B. and George John (1990), "Alliances in Industrial Purchasing: The Determinants of Joint Action in Buyer-Supplier Relations,"Journal of Marketing Research, 27 (February), 24-36.
41. Heskett, James L. (1987), "Lessons in the Service Sector,"Harvard Business Review, 65 (March-April), 118-126.
42. Heskett, James L. (1995), "Strategic Services Management: Examining and Understanding It," in Understanding Services Management: Integrating Marketing, Organisational Behaviour, and Human Resource Management, William J. Glynn and John G. Barnes, eds. New York: John Wiley, 449-473.
43. Hoelter, Jon W. (1983), "The Analysis of Covariance Strcutures: Goodness-of-Fit Indices,"Sociological Methods & Research, 11, 325-344.
44. Hom, Peter W. and Rodger W. Griffeth (1991), "Structural Equations Modeling Test of a Turnover Theory: Cross-Sectional and Longitudinal Analyses,"Journal of Applied Psychology, 76 (3), 350-366.
45. House, Richard J. and Gary Dessler (1974), "The Path-Goal Theory of Leadership: Some post hoc and a priori Tests," in Contingency Approaches to Leadership, J. G. Hunt and L. L. Larson, eds. Carbondale: Southern Illinois University Press, 29-55.
46. Iaffaldano, Michelle T. and Paul M. Muchinsky (1985), "Job Satisfaction and Job Performance: A Meta-analysis,"Psychological Bulletin, 97 (2), 251-273.
47. Ironson, Gail H., Patricia C. Smith, Michael T. Brannick, W. M. Gibson, and K. B. Paul (1989), "Construction of a Job in General Scale: A Comparison of Global, Composite and Specific Measures,"Journal of Applied Psychology, 74 (2), 193-200.
48. Jackson, Susan E. and Randall S. Schuler, (1985), "A Meta-analysis and Conceptual Critique of Research on Role Ambiguity and Role Conflict in Work Settings,"Organizational Behavior and Human Decision Processes, 36 (1), 16-78.
49. James, Lawrence R., Stanley A. Mulaik, and Jeanne M. Brett (1982), Causal Analysis. Beverly Hills, CA: Sage.
50. John, George (1984), "An Empirical Investigation of Some Antecedents of Opportunism in a Marketing Channel,"Journal of Marketing Research, 21 (August), 278-289.
51. Jöreskog, Karl G. and Dag Sörbom (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language. Chicago: Scientific Software International.
52. Kahn, Robert L. & Robert P. Quinn (1970), "Role Stress: A Framework for Analysis," in Occupational Mental Health, A. McLean, ed. Chicago: Rand McNally.
53. Kahn, Robert L., Donald M. Wolfe, Robert P. Quinn, J. D. Snoek, and Robert A. Rosenthal (1964), Organizational Stress: Studies in Role Conflict and Ambiguity. New York: John Wiley.
54. Katz, Daniel and Robert L. Kahn (1978), The Social Psychology of Organizations. New York: John Wiley.
55. King, Lynda A. and Daniel W. King (1990), "Role Conflict and Role Ambiguity: A Critical Assessment of Construct Validity,"Psychological Bulletin, 107 (1), 48-64.
56. Kumar, Niralmaya, Louis W. Stern, and Ravi S. Achrol (1992), "Assessing Reseller Performance from the Perspective of the Supplier,"Journal of Marketing Research, 29 (May), 238-253.
57. Lapierre, Josée (1996), "Service Quality: The Construct, Its Dimensionality, and Its Measurement," in Advances in Services Marketing and Management: Research and Practice, vol. 5, Teresa A. Swartz, David E. Bowen, and Stephen W. Brown, eds. Greenwich, CT: JAI, 45-70.
58. Levitt, Theodore (1972), "Product-Line Approach to Service,"Harvard Business Review, 50 (September-October), 41-52.
59. Levitt, Theodore (1976), "Industrialization of Service,"Harvard Business Review, 54 (September-October), 63-74.
60. Loher, Brian T., Raymond A. Noe, Nancy L. Moeller, and Michael P. Fitzgerald (1985), "A Meta-analysis of the Relationship of Job Characteristics to Job Satisfaction,"Journal of Applied Psychology, 70 (2), 280-289.
61. Lott, Albert J. and Bernice E. Lott (1965), "Group Cohesiveness as Inter-personal Attraction: A Review of Relationships with Antecedent and Consequent Variables,"Psychological Bulletin, 64 (4), 259-309.
62. Lucas, George H., Jr., Emin Babakus, and Thomas N. Ingram (1990), "An Empirical Test of the Job Satisfaction-Turnover Relationship: Assessing the Role of Job Performance,"Journal of the Academy of Marketing Science, 18 (3), 199-208.
63. MacCallum, Robert C., Mary Roznowski, and Lawrence B. Necowitz (1992), "Model Modifications in Covariance Structure Analysis: The Problem of Capitalization on Chance,"Psychological Bulletin, 111 (3), 490-504.
64. Markus, Gregory B. (1979), Analyzing Panel Data. Quantitative Applications in the Social Sciences, No. 18. Newbury Park, CA: Sage.
65. Mathieu, John E. and Dennis M. Zajac (1990), "A Review and Metaanalysis of the Antecedents, Correlates, and Consequences of Organizational Commitment,"Psychological Bulletin, 108 (2), 171-194.
66. McGregor, D. (1960), The Human Side of the Enterprise. New York: McGraw-Hill.
67. Menard, Scott (1991), Longitudinal Research. Quantitative Applications in the Social Sciences, No. 76. Newbury Park, CA: Sage.
68. Michaels, Ronald E., Ralph L. Day, and Erich A. Joachimsthaler (1987), "Role Stress among Industrial Buyers: An Integrative Model,"Journal of Marketing, 51 (April), 28-45.
69. Michaels, Ronald E., William L. Cron, Alan J. Dubinsky, and Erich A. Joachimsthaler (1988), "Influence of Formalization on the Organizational Commitment and Work Alienation of Salespeople and Industrial Buyers,"Journal of Marketing Research, 30 (November), 376-383.
70. Mills, Peter K. (1983), "Self-Management: Its Control and Relationship to Other Organizational Properties,"Academy of Management Review, 8 (3), 445-453.
71. Mills, Peter K. (1986), Managing Service Industries: Organizational Practices in a Post-industrial Economy. Cambridge, MA: Ballinger.
72. Mills, Peter K., Richard B. Chase, and Newton Margulies (1983), "Motivating the Client/Employee System as a Service Production Strategy,"Academy of Management Review, 8 (2), 301-310.
73. Netemeyer, Richard G., Mark W. Johnston, and Scott Burton (1990), "Analysis of Role Conflict and Role Ambiguity in a Structural Equations Framework,"Journal of Applied Psychology, 75 (2), 148-157.
74. Nicholson, Peter J., Jr., and Swee C. Goh (1983), "The Relationship of Organization Structure and Interpersonal Attitudes to Role Conflict and Ambiguity in Different Work Environments,"Academy of Management Journal, 26 (1), 148-155.
75. Organ, Dennis W. and Charles N. Greene (1981), "The Effects of Formalization on Professional Involvement: A Compensatory Process Approach,"Administrative Science Quarterly, 26 (June), 237-252.
76. Osterhus, Thomas L. (1997), "Pro-social Consumer Influence Strategies: When and How Do They Work?"Journal of Marketing, 61, 16-29.
77. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,"Journal of Retailing, 64 (Spring), 12-40.
78. Podsakoff, Philip M., William D. Todor, Rajiv A. Grover, and V. L. Huber (1984), "Situational Moderators of Leader Reward and Punishment Behaviors: Fact or Fiction,"Organizational Behavior and Organizational Performance, 34, 21-63.
79. Pugh, D. S., D. J. Hickson, C. R. Hinings, and C. Turner (1968), "Dimensions of Organization Structure,"Administrative Science Quarterly, 13, 63-105.
80. Rizzo, John R., Robert J. House, and Sidney I. Lirtzman (1970), "Role Conflict and Ambiguity in Complex Organizations,"Administrative Science Quarterly, 15, 150-163.
81. Rogers, David L. and Joseph Molnar (1976), "Organizational Antecedents of Role Conflict and Ambiguity in Top-Level Administrators,"Administrative Science Quarterly, 21 (December), 598-610.
82. Rousseau, Denise M. (1985), "Issues of Level in Organizational Research: Multi-Level and Cross-Level Perspectives," in Research in Organizational Behavior: An Annual Series of Analytical Essays and Critical Reviews, vol. 7, L. L. Cummings and Barry M. Staw, eds. Greenwich, CT: JAI, 1-37.
83. Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham (1995), "Return on Quality (ROQ): Making Service Quality Financially Accountable,"Journal of Marketing, 59 (April), 58-70.
84. Sager, Jeffrey K. (1994), "A Structural Model Depicting Salespeople's Job Stress,"Journal of the Academy of Marketing Science, 22 (1), 74-84.
85. Schlesinger, Leonard A. and James L. Heskett (1991), "Enfranchisement of Service Workers,"California Management Review, 33 (4), 83-100.
86. Schneider, Benjamin (1980), "The Service Organization: Climate Is Crucial,"Organizational Dynamics, 9 (Autumn), 52-65.
87. Seashore, Stanley (1954), Group Cohesiveness in the Industrial Work Group. Ann Arbor, MI: Institute for Social Research.
88. Silvia, E. Suvana and Robert C. MacCallum (1988), "Some Factors Affecting the Success of Specification Searches in Covariance Structure Modeling,"Multivariate Behavioral Research, 23 (2), 297-326.
89. Singh, Jagdip (1993), "Boundary Role Ambiguity: Facets, Determinants, and Impacts,"Journal of Marketing, 57 (April), 11-31.
90. Singh, Jagdip and Gary K. Rhoads (1991), "Boundary Role Ambiguity in Marketing-Oriented Positions: A Multidimensional, Multifaceted Operationalization,"Journal of Marketing Research, 28 (3), 328-338.
91. Singh, Jagdip, Willem Verbeke, and Gary K. Rhoads (1996), "Do Organizational Practices Matter in Role Stress Processes? A Study of Moderating Effects for Marketing-Oriented Boundary Spanners,"Journal of Marketing, 60 (July), 69-86.
92. Spreitzer, Gretchen M. (1995), "Psychological Empowerment in the Workplace: Dimensions, Measurement, and Validation,"Academy of Management Journal, 38 (5), 1442-1465.
93. Teas, R. Kenneth (1983), "Supervisory Behavior, Role Stress, and Job Satisfaction of Industrial Salespeople,"Journal of Marketing Research, 20 (February), 84-91.
94. Tett, Robert P. and John P. Meyer (1993), "Job Satisfaction, Organizational Commitment, Turnover Intention, and Turnover: Path Analyses Based on Meta-analytic Findings,"Personnel Psychology, 46 (2), 259-293.
95. Walker, Orville C., Jr., Gilbert A. Churchill, Jr., and Neil M. Ford (1975), "Organizational Determinants of the Industrial Salesman's Role Conflict and Ambiguity,"Journal of Marketing, 39 (January), 32-39.
96. Weatherly, Kristopher A. and David A. Tansik (1993), "Tactics Used by Customer Contact Workers: Effects of Role Stress, Boundary Spanning, and Control,"International Journal of Service Industry Management, 4 (3), 4-17.
97. Williams, Larry J. and Philip M. Podsakoff (1989), "Longitudinal Field Methods for Studying Reciprocal Relationships in Organizational Behavior: Toward Improved Causal Analysis," in Research in Organizational Behavior: An Annual Series of Analytical Essays and Critical Reviews, vol. 11, L. L. Cummings and Barry M. Staw, eds. Greenwich, CT: JAI, 247-292.
98. Zeithaml, Valarie A. and Mary Jo Bitner (1996), Services Marketing. New York: McGraw-Hill.