The job stress–job performance relationship in the social service encounter

Abstract

The current study empirically examines job performance by considering perceived customer demands as a new antecedent of job stress (JS) and the mediating role of emotion-focused coping (EFC) on the relationship of JS and physical consequences (PC), and in-turn job performance. A mailed survey that solicited 2500 social service providers working in the United States rendered a useable random sample of 533. Regression analyses supported the hypothesized relationships. Findings suggest that emotions play an important role in the quality of the social service encounter evidenced by the mediating role of EFC in the relationship between JS and job performance. The introduction of an intervening variable (i.e., EFC) in the JS-job performance relationship extends affective event theory (AET). The findings offer management new insights into the service encounter by identifying a source of JS that creates barriers to value added benefit creation.

Salesperson improvisation: Antecedents, performance outcomes, and boundary conditions

“…Demanding customers can be unrelenting in their expectations, putting salespeople under excessive pressure during the improvisational process (Bonney & Williams, 2009;Cano, Sams, & Schwartz, 2009). A potential consequence, therefore, is that an improvising industrial salesperson ends up taking haphazard decisions, which fail to meet customers' expectations and needs, and subsequently engender lost sales (Taute & McQuitty, 2004).…”

Online service failure: antecedents, moderators and consequences

“…Affective event theory has gradually evolved during the past two decades in several research domains, such as tourism (Lam and Chen, 2012), transport and logistics (Sarker et al. , 2019) and marketing (Cano et al. , 2009).…”

“…Affective event theory was postulated by Weiss and Cropanzano (1996) to study employees' affective reactions to experiencing a positive or negative event in their workplace. Affective event theory has gradually evolved during the past two decades in several research domains, such as tourism (Lam and Chen, 2012), transport and logistics (Sarker et al, 2019) and marketing (Cano et al, 2009). Affective event theory was used for the first time in the OSF research by Luo and Chea (2018).…”