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Alleviating job stress to improve service employee work affect: the influence of rewarding

Author

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  • Ayşe Banu Elmadağ

    (Istanbul Technical University)

  • Alexander E. Ellinger

    (University of Alabama)

Abstract

Firms strive to identify interventions that promote customer contact employee (CCE) well-being by mitigating job stress to encourage better service experiences for customers. Drawing on equity theory, this research examines the influences of alternative rewarding approaches on CCE job stress and work-related attitudes, by assessing the effects of intrinsic (social recognition) and extrinsic (monetary) rewarding on CCE job stress, commitment to the organization, and customer orientation. Results of a survey of 220 CCEs from multiple service organizations indicate that social recognition reduces CCE job stress but that, contrary to expectations, monetary rewarding increases it. Moreover, satisfaction with pay has a greater influence on CCE customer orientation than social recognition.

Suggested Citation

  • Ayşe Banu Elmadağ & Alexander E. Ellinger, 2018. "Alleviating job stress to improve service employee work affect: the influence of rewarding," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 121-141, March.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0340-y
    DOI: 10.1007/s11628-017-0340-y
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    3. Mohd Faizal Hamzah* & Mohamad Noorman Masrek & Irwan Kamaruddin Abdul Kadir, 2018. "Work Design and Competencies in Relation to Work Performance: A Proposed Framework," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 127-136:2.
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