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

Author

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  • Arnold, Todd
  • Flaherty, Karen E.
  • Voss, Kevin E.
  • Mowen, John C.

Abstract

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.

Suggested Citation

  • Arnold, Todd & Flaherty, Karen E. & Voss, Kevin E. & Mowen, John C., 2009. "Role Stressors and Retail Performance: The Role of Perceived Competitive Climate," Journal of Retailing, Elsevier, vol. 85(2), pages 194-205.
    • Handle: RePEc:eee:jouret:v:85:y:2009:i:2:p:194-205
    DOI: 10.1016/j.jretai.2009.02.002
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    References listed on IDEAS

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    1. Boles, James S. & Babin, Barry J., 1996. "On the front lines: Stress, conflict, and the customer service provider," Journal of Business Research, Elsevier, vol. 37(1), pages 41-50, September.
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    Cited by:

    1. C. Fred Miao & Guangping Wang, 2017. "Effects of work–family interface conflicts on salesperson behaviors: a double-edged sword," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 762-783, September.
    2. Sujeong Choi, 2018. "Organizational knowledge and information technology: the key resources for improving customer service in call centers," Information Systems and e-Business Management, Springer, vol. 16(1), pages 187-203, February.
    3. Auh, Seigyoung & Menguc, Bulent & Fisher, Michelle & Haddad, Abeer, 2011. "The perceived autonomy–perceived service climate relationship: The contingency effect of store-level tenure diversity," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 509-520.
    4. Erik Ruzic, 2013. "An Investigation On The Phenomenon Of Job Burnout In The Sales Profession," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 22(1), pages 79-96, june.
    5. Obeng, Efua, 2019. "Bullseye: An argument for effectively managing retail stakeholder relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 327-335.
    6. Lee, Tingko & Sam Liu, Chih-Hsing & Li, Pei-Hsun, 2021. "The influences of cooperative climate, competitive climate and customer empowerment on service creativity," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    7. Castaldo, Sandro & Ciacci, Andrea & Penco, Lara, 2023. "Perceived corporate social responsibility and job satisfaction in grocery retail: A comparison between low- and high-productivity stores," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    8. Rigopoulou, Irini & Theodosiou, Marios & Katsikea, Evangelia & Perdikis, Nicholas, 2012. "Information control, role perceptions, and work outcomes of boundary-spanning frontline managers," Journal of Business Research, Elsevier, vol. 65(5), pages 626-633.
    9. Jung, Jin Ho & Brown, Tom J. & Zablah, Alex R., 2022. "How Customer Requests Influence Frontline Employee Job Outcomes: The Role of Personal Appraisal Tendencies and Situational Customer Demandingness," Journal of Retailing, Elsevier, vol. 98(2), pages 315-334.
    10. Zhenzhen Zhao & Damien Renard & Mehdi Elmoukhliss & Christine Balague, 2016. "What Affects Creative Performance In Idea Co-Creation: Competitive, Cooperative Or Coopetitive Climate?," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 20(04), pages 1-24, May.
    11. Brown, James R. & Dant, Rajiv P., 2009. "The Theoretical Domains of Retailing Research: A Retrospective," Journal of Retailing, Elsevier, vol. 85(2), pages 113-128.
    12. Teuvo Kantanen & Saara Julkunen & Esa Hiltunen & David Nickell, 2017. "Creating employees’ motivational paths in the retail trade," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1389332-138, January.
    13. Hadwich, Karsten & Vogel, Henrik, 2014. "Systemlösungsorientierung als Strategieoption der Servicetransformation: Umsetzung und Erfolgswirkungen im Vertrieb," Die Unternehmung - Swiss Journal of Business Research and Practice, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 68(4), pages 282-299.
    14. Thomas W. H. Ng & Lorenzo Lucianetti & Dennis Y. Hsu & Frederick H. K. Yim & Kelly L. Sorensen, 2021. "You Speak, I Speak: The Social‐Cognitive Mechanisms of Voice Contagion," Journal of Management Studies, Wiley Blackwell, vol. 58(6), pages 1569-1608, September.
    15. Johlke, Mark C. & Iyer, Rajesh, 2013. "A model of retail job characteristics, employee role ambiguity, external customer mind-set, and sales performance," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 58-67.
    16. Coelho, Filipe & Augusto, Mário & Lages, Luis Filipe, 2011. "Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation," Journal of Retailing, Elsevier, vol. 87(1), pages 31-45.
    17. Omar S. Itani & Nawar N. Chaker, 2022. "Harnessing the Power Within: The Consequences of Salesperson Moral Identity and the Moderating Role of Internal Competitive Climate," Journal of Business Ethics, Springer, vol. 181(4), pages 847-871, December.
    18. Tang, Chuanyi & Liu, Yongmei & Oh, Hyunjoo & Weitz, Barton, 2014. "Socialization Tactics of New Retail Employees: A Pathway to Organizational Commitment," Journal of Retailing, Elsevier, vol. 90(1), pages 62-73.

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