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A Study of Service Worker Burnout in Russia

In: Boundary Spanning Elements and the Marketing Function in Organizations

Author

Listed:
  • Michel Rod

    (Sprott School of Business, Carleton University)

  • Nicholas J. Ashill

    (School of Business and Management, American University of Sharjah)

  • Tanya Gibbs

    (School of Business and Management, American University of Sharjah)

Abstract

This study extends previous research on the antecedents and outcomes of frontline employee (FLE) burnout by empirically testing a job demand stress—strain (burnout)—job performance model using data from a large Russian retail bank. Contrary to findings from North American-Western research, the study findings show that burnout plays no mediating role in the job demand stressors—job performance relationship. Implications of the results are discussed and future research avenues are offered.

Suggested Citation

  • Michel Rod & Nicholas J. Ashill & Tanya Gibbs, 2015. "A Study of Service Worker Burnout in Russia," Springer Books, in: Sunil Sahadev & Keyoor Purani & Neeru Malhotra (ed.), Boundary Spanning Elements and the Marketing Function in Organizations, edition 127, pages 33-47, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-13440-6_3
    DOI: 10.1007/978-3-319-13440-6_3
    as

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