دانلود رایگان مقاله انگلیسی کاهش استرس شغلی و تاثیر آن بر بهبود کار کارکنان خدمات: تأثیر پاداش - اشپرینگر 2018

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.

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.