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11-02-2017 | Empirical article

Alleviating job stress to improve service employee work affect: the influence of rewarding

Authors: Ayşe Banu Elmadağ, Alexander E. Ellinger

Published in: Service Business | Issue 1/2018

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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.

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Title: Alleviating job stress to improve service employee work affect: the influence of rewarding
Authors: Ayşe Banu Elmadağ
Alexander E. Ellinger
Publication date: 11-02-2017
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 1/2018
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-017-0340-y

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