&lt;p&gt;The Bright Side of Stressed Frontline Employees in Service Recovery: The Combination Causes of Organizational Empowerment and Self-Regulation Processes&lt;/p&gt;

Zhang, Mo

doi:10.2147/prbm.s228902

Cited by 5 publications

(4 citation statements)

References 54 publications

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“…Future research is needed to examine how various combinations of contextual factors impact the stressor–strain relationships demonstrated here. Aside from structural equation modeling analysis, fuzzy-set-qualitative comparative analysis may provide such insights into complex and possibly contradicting cases (Woodside, 2013 ; Yueh, Lu, & Lin, 2016 ; Zhang, 2019 ).…”

Section: Discussionmentioning

confidence: 99%

Understanding stressor–strain relationships during the COVID-19 pandemic: the role of social support, adjustment to remote work, and work–life conflict

Zoonen

Sivunen

Blomqvist

et al. 2021

Journal of Management & Organization

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This study investigates how the transition to remote work during the coronavirus disease 2019 pandemic is experienced by employees. We investigate to what extent perceived work stressors relate to psychological strain through perceptions of social support, work–life conflict, and adjustment to remote work. The findings expound the mechanisms underlying psychological strain in the context of sudden organizational change. Specifically, this study shows that both challenge stressors and hindrance stressors have negative impact on adjustment to remote work, whereas hindrance stressors are more strongly negatively related to social support. The study further demonstrates that there is hardly any buffering impact of job control, work structuring, and communication technology use on the implications of these work stressors. These findings contribute to our theoretical understanding and provide actionable implications for organizational policies in facilitating employees' adaptation to remote work.

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Section: Discussionmentioning

confidence: 99%

Understanding stressor–strain relationships during the COVID-19 pandemic: the role of social support, adjustment to remote work, and work–life conflict

Zoonen

Sivunen

Blomqvist

et al. 2021

Journal of Management & Organization

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“…A large stream of previous psychological research has shown that the crowdsourcing services provided by Sojump are reliable. 63,64 Before the survey, we showed the participants a cover letter that explained the objectives of this research and guaranteed anonymity. Then the participants completed the items the authors presented.…”

Section: Data and Methods Participants And Proceduresmentioning

confidence: 99%

<p>The Cost of Impression Management to Life Satisfaction: Sense of Control and Loneliness as Mediators</p>

Wang

Zhou

et al. 2020

PRBM

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Purpose: Impression management, or self-presentation, prevails in our daily lives. However, whether it enhances or reduces individuals' well-being remains underexplored. To fill this gap, the research proposed and tested the following hypotheses. Impression management is negatively related to life satisfaction. Impression management is negatively related to sense of control. Impression management is positively related to loneliness. Sense of control and loneliness mediate the relationship between impression management and life satisfaction. Methods: Data were collected from an online survey of 243 Chinese adults drawn from a national sampling frame. We used LISREL8.8 to perform a series of CFAs to verify the distinctiveness of variables and conducted SEM modeling to test hypotheses. To further test the mediation hypotheses, we used bootstrapping procedures that generated a sample size of 5000. Results: We found a negative association between impression management and life satisfaction. In addition, the association was fully mediated by sense of control and loneliness. Conclusion: These results reveal that impression management is a negative indicator of life satisfaction because impression management impedes personal sense of control and elevates loneliness.

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“…The present research is the first to consider FLEs' SRA as a potential job demand for their emotional responses. A combination causes analytical results indicated that the FLEs with high level of SRA perform well in complaint handling, even for the stressed FLEs (Zhang, 2019). Yet, the mechanism of SRA that dual impact on customer post-recovery satisfaction still needs to be explored.…”

Section: Introductionmentioning

confidence: 95%

The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective

Zhang

Geng

Hong

et al. 2020

International Journal of Hospitality Management

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<p>The Bright Side of Stressed Frontline Employees in Service Recovery: The Combination Causes of Organizational Empowerment and Self-Regulation Processes</p>

Cited by 5 publications

References 54 publications

Understanding stressor–strain relationships during the COVID-19 pandemic: the role of social support, adjustment to remote work, and work–life conflict

Understanding stressor–strain relationships during the COVID-19 pandemic: the role of social support, adjustment to remote work, and work–life conflict

<p>The Cost of Impression Management to Life Satisfaction: Sense of Control and Loneliness as Mediators</p>

The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective

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