The Effects of Perceived Co-Worker Involvement and Supervisor Support on Service Provider Role Stress, Performance and Job Satisfaction

UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)
James S. Boles, Professor (Creator)
The University of North Carolina at Greensboro (UNCG )
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Abstract: Clearly, retail employees affect retail performance. Yet, organizational theory shows disproportionately little interest in retail employees. This research addresses key aspects of a retail employee's work environment, or ‘climate,’ and how these perceptions influence work-related outcomes. Specifically, a causal modelling approach tests relationships among front-line service providers. Results suggest that employee perceptions of co-worker involvement and supervisory support can reduce stress and increase job satisfaction. Other results indicate a positive relationship between role conflict and job performance, a positive relationship between job performance and job satisfaction, and that job performance mediates effects of role stress on satisfaction.

Additional Information

Journal of Retailing 72 (Spring, 1996), 57-76
Language: English
Date: 1996
retail performance, supervisors, role stress, job satisfaction

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