Employee Behavior in a Service Providing Environment: An Overall Test of Potential Differences Among Men and Women
- UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)
- James S. Boles, Professor (Creator)
- Institution
- The University of North Carolina at Greensboro (UNCG )
- Web Site: http://library.uncg.edu/
Abstract: The authors examine 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/nonwork 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/nonwork conflict overall as well as two areas of interesting variation across gender. Specifically, multisample structural equations analyses suggest that role stress affects female service providers’ 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.
Employee Behavior in a Service Providing Environment: An Overall Test of Potential Differences Among Men and Women
PDF (Portable Document Format)
404 KB
Created on 1/3/2022
Views: 242
Additional Information
- Publication
- Journal of Marketing 62 (April 1998), 77-91
- Language: English
- Date: 1998
- Keywords
- service employees, job satisfaction, role stress, job performance