6.2 Limitations and future research
Our research findings extend current knowledge about frontline service provider job stress and offer guidance for how organizations can appropriately exploit different types of rewarding to favorably influence the CCE attitudes that so profoundly affect customers’ service experiences. However, as with most research, there are limitations that must be recognized when interpreting our study findings. Firstly, we acknowledge that the utilization of CCEs’ satisfaction with their organizations’ intrinsic and extrinsic rewarding is limited because the measures provide narrow definitions of the constructs. More comprehensive conceptualizations of both constructs may therefore be used in future studies to more precisely assess employees’ perceptions about their firms’ intrinsic and extrinsic rewarding. Nevertheless, we maintain that the use of Cammann et al.’s (1979) social rewards satisfaction and satisfaction with pay measures is appropriate for the primary objective of our study which is to examine how CCEs’ perceptions of their firms’ rewarding practices influence their job stress and work-related affect. In addition, our analysis surfaces some interesting and somewhat unanticipated differences that can serve as an impetus for future research.
