This paper aims to investigate the impact of role stressors in predicting the service climate among frontline employees (FLEs) in the service industry. Starting from previous research and empirical evidence on service quality and the current literature on FLEs, this work seeks to shed light on the current debate regarding the antecedents of the service climate by giving suggestions to managers and practitioners in the service industry on the stressors of FLEs in order to boost the service climate. The analysis was carried out on a sample of 71 FLEs in two service companies in Italy. The results of a regression analysis demonstrated that role stressors have a high impact on the service climate as perceived by FLEs. In particular, reduced work-family conflict (WFCs) and enhanced role clarity demonstrate a significant and positive effect in predicting service quality among FLEs.

The service climate and role stressors of frontline employees in the service industry: Some empirical evidence / Daria, Sarti. - ELETTRONICO. - (2014), pp. 670-670. (Intervento presentato al convegno 24th International-Business-Information-Management-Association Conference).

The service climate and role stressors of frontline employees in the service industry: Some empirical evidence

SARTI, DARIA
2014

Abstract

This paper aims to investigate the impact of role stressors in predicting the service climate among frontline employees (FLEs) in the service industry. Starting from previous research and empirical evidence on service quality and the current literature on FLEs, this work seeks to shed light on the current debate regarding the antecedents of the service climate by giving suggestions to managers and practitioners in the service industry on the stressors of FLEs in order to boost the service climate. The analysis was carried out on a sample of 71 FLEs in two service companies in Italy. The results of a regression analysis demonstrated that role stressors have a high impact on the service climate as perceived by FLEs. In particular, reduced work-family conflict (WFCs) and enhanced role clarity demonstrate a significant and positive effect in predicting service quality among FLEs.
2014
CRAFTING GLOBAL COMPETITIVE ECONOMIES: 2020 VISION STRATEGIC PLANNING & SMART IMPLEMENTATION, VOLS I-IV
24th International-Business-Information-Management-Association Conference
Daria, Sarti
File in questo prodotto:
File Dimensione Formato  
IBIMA 2014.pdf

Accesso chiuso

Descrizione: Abstract da Web of Science con codici ISSN per ASN
Tipologia: Altro
Licenza: Tutti i diritti riservati
Dimensione 352.95 kB
Formato Adobe PDF
352.95 kB Adobe PDF   Richiedi una copia

I documenti in FLORE sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificatore per citare o creare un link a questa risorsa: https://hdl.handle.net/2158/1078799
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus 0
  • ???jsp.display-item.citation.isi??? 0
social impact