DISENTANGLING THE EFFECTS OF ROLE STRESS ON SERVICE PERFORMANCE: THE ROLE OF FRONTLINE EMPLOYEES' IDEAS FOR IMPROVEMENT

摘要

Frontline service employees (FSEs), such as call center agents and field service engineers, face a demanding work environment as their managers want them to work cost efficient while going the extra mile to give customers high quality service. These competing manager expectations typically cause these employees to experience unclarity and conflict regarding how to execute the job, known as role stress (Hartline and Ferrell 1996).