The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective

This study expands upon previous research on the antecedents (job demands and job resources) and outcomes of frontline employee burnout, and examines the role of customer orientation (CO) in the burnout process. Using data from frontline bank employees in New Zealand, we investigate both the direct relationships of CO to burnout and job outcomes (job performance and turnover intentions) and the buffering role of CO concerning the relationships between job demands, burnout, and job outcomes. The study results show that burnout mediates the effects of job demands and job resources on job performance and turnover intentions. Besides being directly related to burnout and job performance, CO also buffers the dysfunctional effects of job demands on burnout and job outcomes. Implications of the results are discussed and future research avenues are offered.     

Role Stressors and Retail Performance: The Role of Perceived Competitive Climate

Cognitive appraisal theory is used to investigate the influence of perceived competitive climate in the retail store upon the relationship between three role stressors (i.e., role ambiguity, role conflict, and family-work conflict) and job efficacy, job satisfaction, and the self- and supervisor-rated performance of retail professionals. Results indicate that the effect of role ambiguity on job efficacy is moderated by perceived competitive climate, such that the harmful effect of role ambiguity is lessened when competitive climate is high, thus highlighting a potential benefit of stress reduction through an increase in perceptions of competitive climate. In addition, the influence of job satisfaction on supervisor ratings of performance is moderated by perceived competitive climate, such that higher levels of job satisfaction result in improved supervisor ratings when the competitive climate is perceived to be high.     

顾客参与对员工工作满意的影响研究——基于角色理论视角

顾客参与会导致顾客满意,这是被许多学者证实的事实。然而,顾客参与是否也有利于员工工作满意呢?梳理相关文献发现,有关顾客参与与员工工作满意关系的研究并不多,而且结论也不一致。因此,文章基于角色理论视角,引入角色压力、角色导向和角色替代三个变量,系统研究了顾客参与对员工工作满意的影响。文章最后讨论了研究的理论贡献和管理贡献,并指出了未来研究的方向。