scholarly journals The Mediating Role of Job Burnout in the Relationship between Role Conflict and Job Performance: An Empirical Research of Hotel Frontline Service Employees in China

2014 ◽  
Vol 6 (3) ◽  
Author(s):  
Li Zhou ◽  
Liu Yong ◽  
Luo Danling
Keyword(s):  
Job Performance ◽  
Role Conflict ◽  
Empirical Research ◽  
Job Burnout ◽  
Service Employees ◽  
Mediating Role ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

scholarly journals When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees

2020 ◽  
pp. 109467052096799
Author(s):  
Yumeng Yue ◽  
Helena Nguyen ◽  
Markus Groth ◽  
Anya Johnson ◽  
Stephen Frenkel
Keyword(s):  
Emotional Exhaustion ◽  
Well Being ◽  
Frontline Employees ◽  
Large Hospital ◽  
Service Employees ◽  
Withdrawal Behaviors ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Withdrawal from work by frontline employees (FLEs) is generally perceived by managers as counterproductive or anti-service behavior. However, there may be detrimental effects of continuing to provide a service, particularly after an FLE has experienced incivility. The possible beneficial effects of withdrawal on frontline service employees’ well-being have rarely been investigated. In this article, we conducted two studies to examine the moderating role of on- and off-task withdrawal behaviors on the relationship between customer incivility and employees’ emotional exhaustion. In Study 1, we examined parking officers’ reactions to customer incivility. We found support for the role of off-task withdrawal as a resource-replenishing strategy, which mitigated the relationship between customer incivility and emotional exhaustion. In Study 2, we examined a sample of nurses in a large hospital to compare the replenishing potential of both on-task and off-task withdrawal strategies. We found that off-task withdrawal served a replenishing function, while on-task withdrawal aggravated nurses’ feeling of emotional exhaustion as a result of customer incivility. These results highlight different resource implications, including recovery benefits of short-term withdrawal behaviors at work, and provide important theoretical and practical implications for the management of customer incivility and frontline service employees’ well-being and performance.

Personal Resources Influence Job Demands, Resources, and Burnout: A One-year, Three-wave Longitudinal Study

2016 ◽  
Vol 44 (2) ◽  
pp. 247-258 ◽  
Author(s):  
Yansong Wang ◽  
Jie Huang ◽  
Xuqun You
Keyword(s):  
Longitudinal Study ◽  
Job Demands ◽  
Job Burnout ◽  
Job Resources ◽  
Personal Resources ◽  
Mediating Role ◽  
One Year ◽  
The Relationship ◽  
Job Demands And Resources

Our purpose in this 1-year, 3-wave longitudinal study was to investigate the relationships among job demands, job resources, personal resources, and job burnout in a group of 263 Chinese employees. Specifically, we examined the mediating role of personal resources in the relationships between job resources and job burnout, and between job demands and job burnout, as well as the reversed effect of job burnout on job demands and job resources. The results showed that job demands positively affected job burnout, whereas job and personal resources negatively affected job burnout over a 6-month period. Further, personal resources mediated the relationship between job resources and job burnout, but not that between job demands and job burnout. In addition, job burnout had a reversed effect on job demands and job resources. Implications are discussed in relation to balancing job demands and resources, and avoiding job burnout by utilizing personal resources.

scholarly journals Employee Engagement and Perceived Financial Performance: A Serene Insight

2017 ◽  
Vol 10 (12) ◽  
pp. 88
Author(s):  
Y. Anuradha Iddagoda ◽  
Kennedy D. Gunawardana
Keyword(s):  
Sri Lanka ◽  
Job Performance ◽  
Financial Performance ◽  
Employee Engagement ◽  
Wide Spread ◽  
Mediating Role ◽  
Hr Managers ◽  
The Relationship ◽  
Vast Range

Employee engagement encompasses and connects a vast range of management discipline which turns it to be a wide spread concept. The correlation between employee engagement and perceived financial performance has rarely been studied. The intention of this study scrutinizes the connection between employee engagement and perceived financial performance. Based on data extracted from 67 HR managers in the listed companies in Sri Lanka, the study investigates two hypothesized relationships; the relationship between employee engagement and perceived financial performance, and the mediating role of employee job performance on the relationship between employee engagement and perceived financial performance. These ideas initiate important discussion for academics and practitioners.

The influence of organizational justice on job performance

2017 ◽  
Vol 36 (4) ◽  
pp. 542-559 ◽  
Author(s):  
Abdelaziz Swalhi ◽  
Saloua Zgoulli ◽  
Mahrane Hofaidhllaoui
Keyword(s):  
Job Performance ◽  
Organizational Justice ◽  
Affective Commitment ◽  
Content Type ◽  
Mediating Role ◽  
Overall Justice ◽  
And Performance ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to propose two models: the first examines the impact of different dimension of justice (distributive, procedural and interactional) on job performance taking into consideration the mediating role of affective commitment and the second model utilizes the notion of overall justice to predict job performance considering the mediating role of affective commitment. Design/methodology/approach This study was conducted with a sample group of 343 employees working within French small-and medium-sized enterprises (SMEs). Findings The results support the mediating role of affective commitment between organizational justice and job performance and demonstrate that overall justice has a greater effect on affective commitment than specific dimensions of justice. Originality/value The current study is the first to explore the relationship between JP and OJ, with the latter being measured in more than one focus, in the French SMEs. Therefore, this study contributes to bridge the gap in the understanding of the relationship between OJ and JP in the SMEs. In the French context of SMEs, the authors have stressed the relevance of the perception of organizational justice as a factor affecting the behavior and performance of employees which is then reflected in the success of these firms. In this paper the authors propose two models, with significant implications for researchers, managers, and HR departments. The first examines the impact of different dimension of justice (distributive, procedural and interactional) on job performance taking into consideration the mediating role of affective commitment. The second model utilizes the notion of overall justice to predict job performance considering the mediating role of affective commitment.

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