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.
Citation Information
Karatepe, Osman; Yavas, Ugur; Babakus, Emin; and Avci, Turgay. 2006. Does Gender Moderate the Effects of Role Stress in Frontline Service Jobs?. Journal of Business Research. Vol.59(10-11). 1087-1093. https://doi.org/10.1016/j.jbusres.2006.08.004 ISSN: 0148-2963