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On the front lines: Stress, conflict, and the customer service provider

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  • Boles, James S.
  • Babin, Barry J.

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  • 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.
    • Handle: RePEc:eee:jbrese:v:37:y:1996:i:1:p:41-50
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    References listed on IDEAS

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    1. Howell, Roy D. & Bellenger, Danny N. & Wilcox, James B., 1987. "Self-esteem, role stress, and job satisfaction among marketing managers," Journal of Business Research, Elsevier, vol. 15(1), pages 71-84, February.
    2. Jackson, Susan E. & Schuler, Randall S., 1985. "A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings," Organizational Behavior and Human Decision Processes, Elsevier, vol. 36(1), pages 16-78, August.
    3. Dubinsky, Alan J. & Hartley, Steven W., 1986. "Antecedents of retail salesperson performance: A path-analytic perspective," Journal of Business Research, Elsevier, vol. 14(3), pages 253-268, June.
    4. Darden, William R. & Babin, Barry J., 1994. "Exploring the concept of affective quality: Expanding the concept of retail personality," Journal of Business Research, Elsevier, vol. 29(2), pages 101-109, February.
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    1. Edmondson, Diane R. & Boyer, Stefanie L., 2013. "The Moderating Effect of the Boundary Spanning Role on Perceived Supervisory Support: A Meta-Analytic Review," Journal of Business Research, Elsevier, vol. 66(11), pages 2186-2192.
    2. Karatepe, Osman M. & Yavas, Ugur & Babakus, Emin & Avci, Turgay, 2006. "Does gender moderate the effects of role stress in frontline service jobs?," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1087-1093, October.
    3. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    4. Mateja Drnovsek & Daniel Ortqvist & Joakim Wincent, 2010. "The effectiveness of coping strategies used by entrepreneurs and their impact on personal well-being and venture performance," Zbornik radova Ekonomskog fakulteta u Rijeci/Proceedings of Rijeka Faculty of Economics, University of Rijeka, Faculty of Economics and Business, vol. 28(2), pages 193-220.
    5. 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.
    6. Kristen DeTienne & Bradley Agle & James Phillips & Marc-Charles Ingerson, 2012. "The Impact of Moral Stress Compared to Other Stressors on Employee Fatigue, Job Satisfaction, and Turnover: An Empirical Investigation," Journal of Business Ethics, Springer, vol. 110(3), pages 377-391, October.
    7. Ross Gilbert, Jonathan & Krush, Michael T. & Trainor, Kevin J. & Wayment, Heidi A., 2022. "The (quiet) ego and sales: Transcending self-interest and its relationship with adaptive selling," Journal of Business Research, Elsevier, vol. 150(C), pages 326-338.
    8. Rod, Michel & Ashill, Nicholas J. & Carruthers, Janet, 2008. "The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise," Journal of Retailing and Consumer Services, Elsevier, vol. 15(1), pages 22-31.
    9. 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.
    10. Min-Hsin Huang & Zhao-Hong Cheng, 2010. "The effects of inter-role conflicts on turnover intention among frontline service providers: does gender matter?," The Service Industries Journal, Taylor & Francis Journals, vol. 32(3), pages 367-381, October.
    11. Jones, Eli & Chonko, Lawrence & Rangarajan, Deva & Roberts, James, 2007. "The role of overload on job attitudes, turnover intentions, and salesperson performance," Journal of Business Research, Elsevier, vol. 60(7), pages 663-671, July.
    12. Lin, Jo-Hui & Wong, Jehn-Yih & Ho, Ching-hua, 2013. "Promoting frontline employees' quality of life: Leisure benefit systems and work-to-leisure conflicts," Tourism Management, Elsevier, vol. 36(C), pages 178-187.
    13. Roohangiz Karimi & Farhad Alipour, 2011. "Social support and Job stress: Moderation role of Locus of control," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 1(6), pages 285-290, October.
    14. Tuten, Tracy L. & Neidermeyer, Presha E., 2004. "Performance, satisfaction and turnover in call centers: The effects of stress and optimism," Journal of Business Research, Elsevier, vol. 57(1), pages 26-34, January.
    15. Marie-Christin Papen & Thomas Niemand & Florian U. Siems & Sascha Kraus, 2019. "The effect of stress on customer perception of the frontline employee: an experimental study," Review of Managerial Science, Springer, vol. 13(4), pages 725-747, August.
    16. Lee, Hae Young & Lee, Yong-Ki & Kwon, Dowan, 2005. "The intention to use computerized reservation systems: the moderating effects of organizational support and supplier incentive," Journal of Business Research, Elsevier, vol. 58(11), pages 1552-1561, November.
    17. Juan Carlos Sanclemente, 2010. "Formación y entrenamiento para personal de contacto en empresas de servicios," Revista Ad-Minister, Universidad EAFIT, September.
    18. Alexander Newman & Ingrid Nielsen & Russell Smyth & Angus Hooke, 2015. "Examining the Relationship Between Workplace Support and Life Satisfaction: The Mediating Role of Job Satisfaction," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 120(3), pages 769-781, February.

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