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

Author

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  • Ayşe Banu Elmadağ

    (Istanbul Technical University)

  • Alexander E. Ellinger

    (University of Alabama)

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.

Suggested Citation

  • Ayşe Banu Elmadağ & Alexander E. Ellinger, 2018. "Alleviating job stress to improve service employee work affect: the influence of rewarding," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 121-141, March.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0340-y
    DOI: 10.1007/s11628-017-0340-y
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    Cited by:

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    2. Mohd Faizal Hamzah* & Mohamad Noorman Masrek & Irwan Kamaruddin Abdul Kadir, 2018. "Work Design and Competencies in Relation to Work Performance: A Proposed Framework," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 127-136:2.
    3. Jiyoung Kim & Russell Lacey & Hae-Ryong Kim & Jaebeom Suh, 2019. "How CSR serves as a preventive mechanism for coping with dysfunctional customer behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 671-694, December.
    4. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    5. Won-Moo Hur & Tae-Won Moon & Minsung Kim, 2021. "Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 639-665, December.
    6. Ye Ye & Rosmini Omar & Binyao Ning & Hiram Ting, 2020. "Exploring the Interactions of Factory Workers in China: A Model Development Using the Grounded Theory Approach," Sustainability, MDPI, vol. 12(17), pages 1-21, August.
    7. Miri Chung & Young-Hye Jang & Steven A. Edelson, 2021. "The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 77-102, March.
    8. Davlembayeva, Dinara & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Sharing economy platforms: An equity theory perspective on reciprocity and commitment," Journal of Business Research, Elsevier, vol. 127(C), pages 151-166.
    9. Sandra Maria Correia Loureiro & Ricardo Godinho Bilro & Diogo Neto, 2023. "Working with AI: can stress bring happiness?," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 233-255, March.

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