Does gender moderate the effects of role stress in frontline service jobs? |
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| Institution: | 1. College of Business, Florida State University, 821 Academic Way, Tallahassee, 32306-1110 FL USA;2. College of Business Administration, University of Akron, 259 South Broadway Street, Office 306, Akron, OH 44325-4804, USA;3. Harbert College of Business, Auburn University, 247 Lowder Business Building, 415 W. Magnolia Ave., Auburn, AL 36849, USA;1. SKEMA, Pôle Universitaire Léonard de Vinci, Esplanade Mona Lisa, 92916 Paris La Défense Cedex, France;2. IAE Paris, Sorbonne Business School, 12 rue Jean Antoine de Baïf, 75013 Paris, France |
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| Abstract: | By focusing on gender differences in structural relationships rather than differences in levels of constructs, this study extends Babin and Boles' Babin B. J., Boles J. S. Employee behavior in a service environment: a model and test of potential differences between men and women. Journal of Marketing 1998;62:77–91.] research examining the effects of role stress on customer-contact employees' various job outcomes to a new context (frontline bank employees in the Turkish Republic of Northern Cyprus). Results indicate that gender has a moderating role on the relationships between role ambiguity and self-efficacy, and role conflict and job satisfaction. Cultural norms may play a role in the way gender moderates these relationships. |
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