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Conflicts in the work-family interface: links to job stress, customer service employee performance, and customer purchase intent

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Because customer service employees often represent the sole contact a customer has with a firm, it is important to examine job-related factors that affect customer service employee performance and customer evaluations. In two diverse customer settings, matched responses from service employees, supervisors, and customers are captured. The data is examined for the potential chain of effects from customer service employee work-family conflict and family-work conflict, to job stress and job performance, to customer purchase intent (CPI). The results show direct (and indirect) effects of work-family conflict and family-work conflict on service employee customer-directed extra role performance (CDERP). The results also show direct effects of job stress on service employee in-role performance (IRP) and CDERP and on CPI. Furthermore, the findings show that job stress has a more pronounced effect on IRP than on CDERP and that CDERP has a greater effect on CPI than does IRP..Printed Journal

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Ketersediaan

Call Number	Location	Available
	PSB lt.dasar - Pascasarjana	1

Penerbit	American Marketing Association.,
Edisi	-
Subjek	Consumer behavior Stress Customer services Statistical analysis Conflicts Quality of service Impact analysis Families & family life studies
ISBN/ISSN	222429
Klasifikasi	-
Deskripsi Fisik	-
Info Detail Spesifik	-
Other Version/Related	Tidak tersedia versi lain
Lampiran Berkas	Tidak Ada Data