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Deviant behavior in retail, when sales associates “Go Bad†! Examining the relationship between the work–family interface, job stress, and salesperson deviance

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  • Swimberghe, Krist
  • Jones, Robert Paul
  • Darrat, Mahmoud

Abstract

The unique role of retail sales associates combined with retailers desire to establish relational selling, make associates vulnerable to work–family conflict (WFC). Unfortunately, research examining how retail sales associates cope with a WFC is limited. This research investigates relationships between WFC, job stress, and three dimensions of salesperson deviance: organizational, interpersonal, and frontline. Findings indicate that WFC has a significant direct effect on all three deviant behaviors, as well as job stress. Interestingly, the relationship between job stress and deviant behavior is not significant. This finding adds to the debate regarding job stress as a mediator between WFC and deviant behavior or outcome variable.

Suggested Citation

  • Swimberghe, Krist & Jones, Robert Paul & Darrat, Mahmoud, 2014. "Deviant behavior in retail, when sales associates “Go Bad†! Examining the relationship between the work–family interface, job stress, and salesperson deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 424-431.
    • Handle: RePEc:eee:joreco:v:21:y:2014:i:4:p:424-431
    DOI: 10.1016/j.jretconser.2014.03.001
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    References listed on IDEAS

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    Cited by:

    1. Mertens, Willem & Recker, Jan & Kummer, Tyge-F. & Kohlborn, Thomas & Viaene, Stijn, 2016. "Constructive deviance as a driver for performance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 193-203.
    2. Lau, Patricia Yin Yin & Tong, Jane L.Y. Terpstra & Lien, Bella Ya-Hui & Hsu, Yen-Chen & Chong, Chooi Ling, 2017. "Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 20-26.
    3. Mertens, Willem & Recker, Jan, 2020. "How store managers can empower their teams to engage in constructive deviance: Theory development through a multiple case study," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    4. Seriki, Olalekan K. & Nath, Pravin & Ingene, Charles A. & Evans, Kenneth R., 2020. "How complexity impacts salesperson counterproductive behavior: The mediating role of moral disengagement," Journal of Business Research, Elsevier, vol. 107(C), pages 324-335.
    5. Mortimer, Gary & Wang, Shasha & Osorio Andrade, María Lucila, 2023. "Measuring customer aggression: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

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