LINKING CUSTOMER SERVICE REPRESENTATIVES’ ROLE STRESS WITH JOB PERFORMANCE: THE ROLE OF ADAPTIVE SERVICE BEHAVIOR AND FEEDBACK SEEKING

2018 ◽  
Vol 2018 ◽  
pp. 1266-1269
Author(s):  
HuiPing Helena Liao ◽  
◽  
Tzu Yi Lin ◽  
HsiuJu Rebecca Yen
Keyword(s):  
Job Performance ◽  
Customer Service ◽  
Role Stress ◽  
Feedback Seeking ◽  
Service Behavior ◽  
Customer Service Representatives

Role Of Stress To Quitting Intention Between Men And Women Employees In Hotel Industry

2021 ◽  
Vol 4 (2) ◽  
pp. 867-889
Author(s):  
Isanawikrama Isanawikrama ◽  
Edwin Joyo Hutomo ◽  
Yud Buana
Keyword(s):  
Job Performance ◽  
Hotel Industry ◽  
Role Stress ◽  
Structural Equations ◽  
Customer Contact ◽  
Work Conflict ◽  
Women Employees ◽  
Interesting Variation ◽  
Female Employees

The attitudes and behaviors of employees who provide frontline service and address the extent to which relationships vary among male and female employees. The overall model predicts effects of role stress and work or no work conflict on customer-contact employees’ job performance, job, and life satisfaction, and quitting intent. Results of structural equations modeling suggest an important role for work/no work conflict overall as well as two areas of interesting variation across gender. Specifically, multisampling structural equations analyses suggest that role stress affects female service provider’s job performance more negatively than it does males’, and that job satisfaction is related more highly to quitting intent among males. Overall, results suggest interesting similarities and differences across gender.

scholarly journals The Relationships Between Perceptions Of Supervisor, Trust In Supervisor And Job Performance: A Study In The Banking Industry

2015 ◽  
Vol 32 (1) ◽  
pp. 161 ◽  
Author(s):  
Betty J. Birkenmeier ◽  
Pierre-Yves Sanséau
Keyword(s):  
Job Performance ◽  
Customer Service ◽  
The United States ◽  
Front Line ◽  
Customer Contact ◽  
Immediate Supervisor ◽  
Customer Service Representatives ◽  
Regional Banks ◽  
The Relationship ◽  
Supervisor Trust

<p>The purpose of this study is to investigate the relationship between the perceptions a front line employee has of their immediate supervisor, the trust the front line employee has in this supervisor, and an employee’s job performance. Data were collected from 457 employees holding customer contact positions at community and regional banks located in several states in the southern part of the United States. The findings of the study indicate that there is strong correlation between the perceptions an employee has of their supervisor and the trust the employee has in their supervisor for Customer Service Representatives.  Furthermore, it was found that there was, at best, a weak correlation between perceptions of supervisor and job performance.</p>

scholarly journals Service management concepts and the role of banks’ creative economic in Indonesia during the COVID-19 pandemic era

2021 ◽  
Vol 6 ◽  
pp. 277-287
Author(s):  
Titik Purwati ◽  
Rafidah Rafidah ◽  
Atiqi Chollisni ◽  
Dina Mayasari Soeswoyo ◽  
Ade Risna Sari
Keyword(s):  
Customer Service ◽  
Service Management ◽  
Creative Economy ◽  
Random System ◽  
The Public ◽  
Management Concepts ◽  
The Media ◽  
Service Behavior ◽  
Bank Employees

The COVID-19 pandemic has disturbed people all over the world. The economy is limited, even services in various institutions are also limited. Thus, the purpose of this paper is to describe the concept of service management and the role of developing the creative economy of Banks in Indonesia in the COVID-19 Pandemic Era. This research is descriptive qualitative research. The types of research data are statements and patterns of service behavior of the tire management team in Indonesia. Data were collected through observation and interviews. The interview subjects were the public as bank consumers (respondents) and bank employees. The respondent selection system was used with a random system in accordance with research needs. The results prove the role of customer service in providing information to customers very well. Because the media used customer service in providing the information is very good and customers feel very satisfied for the services provided customer service.

Macroergonomics Research Methodology: Determining Future Job Requirements of a Customer Service Representative (CSR) in a Bank

1993 ◽  
Vol 37 (12) ◽  
pp. 877-881
Author(s):  
Mark S. Hoffman ◽  
Cynthia K. Lowe ◽  
Karen S. Wilson
Keyword(s):  
Concept Mapping ◽  
Customer Service ◽  
Behavioral Science ◽  
Retail Banking ◽  
Group Perceptions ◽  
Group Interviews ◽  
Customer Service Representatives ◽  
Future Business ◽  
Service Representative

Macroergonomic research techniques were used to determine current and future organizational changes, information technology requirements, and personnel training and recruiting demands for Customer Service Representatives (CSRs) in a bank. This research demonstrated the power of suite of behavioral science methods that included: group interviews, task analysis, focus groups, and concept mapping. Concept mapping proved to be an effective method for illustrating differences in group perceptions; five clusters were mapped for both CSRs and managers. Responses differed significantly among four of the clusters. The sequence used in the application of these methods was critical to maximize the value and validity of the results. The results from this study are useful for identifying the challenges that the retail banking industry has to address in order to change the role of the CSR to meet anticipated future business demands.

Sign in / Sign up

Export Citation Format

Share Document