Does Gender Moderate the Effects of Role Stress in Frontline Service Jobs?

Document Type

Article

Publication Date

10-1-2006

Description

By focusing on gender differences in structural relationships rather than differences in levels of constructs, this study extends Babin and Boles' [Babin B. J., Boles J. S. Employee behavior in a service environment: a model and test of potential differences between men and women. Journal of Marketing 1998;62:77-91.] research examining the effects of role stress on customer-contact employees' various job outcomes to a new context (frontline bank employees in the Turkish Republic of Northern Cyprus). Results indicate that gender has a moderating role on the relationships between role ambiguity and self-efficacy, and role conflict and job satisfaction. Cultural norms may play a role in the way gender moderates these relationships.

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