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Coping with stress: A study of retail banking service workers in Russia

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  • Ashill, Nicholas J.
  • Rod, Michel
  • Gibbs, Tanya

Abstract

This study extends previous research on the antecedents and outcomes of frontline employee (FLE) burnout by empirically testing the direct and moderating effects of two coping strategies in a job demand stress–strain (burnout)–job performance model using data from a large Russian retail bank. Contrary to findings from North American-Western research and more limited studies of countries where collectivist values are emphasized, the study findings show that emotional exhaustion plays no mediating role in the job demand stressors–job performance relationship. Self-directed coping buffers the dysfunctional effects of job demand stressors on emotional exhaustion whereas ‘other-directed’ coping buffers the job demand stressors to job performance relationship. Implications of the results are discussed and future research avenues are offered.

Suggested Citation

  • Ashill, Nicholas J. & Rod, Michel & Gibbs, Tanya, 2015. "Coping with stress: A study of retail banking service workers in Russia," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 58-69.
    • Handle: RePEc:eee:joreco:v:23:y:2015:i:c:p:58-69
    DOI: 10.1016/j.jretconser.2014.12.006
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    References listed on IDEAS

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    1. S.A. Vangorodskaya (Vangorodskaya@bsu.edu.ru), 2011. "Collective attitudes and a system of determinants for human self-protecting behavior of the Russian population," Journal "Region: Economics and Sociology", Institute of Economics and Industrial Engineering of Siberian Branch of RAS, vol. 4.
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    7. Babakus, Emin & Yavas, Ugur & Ashill, Nicholas J., 2009. "The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective," Journal of Retailing, Elsevier, vol. 85(4), pages 480-492.
    8. Fuad Aleskerov & V. Belousova & M. Serdyuk & V. Solodkov, 2008. "Dynamic Analysis of the Behavioural Patterns of the Largest Commercial Banks in the Russian Federation," ICER Working Papers - Applied Mathematics Series 12-2008, ICER - International Centre for Economic Research.
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    1. Surachartkumtonkun, Jiraporn & Ngo, Liem Viet & Shao, Wei, 2023. "The crisis cloud's silver linings: The effects of hope and gratitude on employee burnout and engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    2. Hamid Reza Saberi & Amir Hossein Khoshakhlagh & Fereydoon Laal & Marziyeh Mirzahosseininejad & Mitra Hannani & Umesh Bamel, 2023. "Investigating the Reasons for Turnover Intention of Workers in the Spinning and Weaving Industries in Iran," Corporate Reputation Review, Palgrave Macmillan, vol. 26(4), pages 320-331, November.
    3. Lau, Patricia Yin Yin & Tong, Jane L.Y. Terpstra & Lien, Bella Ya-Hui & Hsu, Yen-Chen & Chong, Chooi Ling, 2017. "Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 20-26.
    4. Mortimer, Gary & Wang, Shasha & Osorio Andrade, María Lucila, 2023. "Measuring customer aggression: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

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