A Study of Service Worker Burnout in Russia

Michel Rod (), Nicholas J. Ashill () and Tanya Gibbs ()
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Michel Rod: Sprott School of Business, Carleton University
Nicholas J. Ashill: School of Business and Management, American University of Sharjah
Tanya Gibbs: School of Business and Management, American University of Sharjah

A chapter in Boundary Spanning Elements and the Marketing Function in Organizations, 2015, pp 33-47 from Springer

Abstract: Abstract This study extends previous research on the antecedents and outcomes of frontline employee (FLE) burnout by empirically testing a job demand stress—strain (burnout)—job performance model using data from a large Russian retail bank. Contrary to findings from North American-Western research, the study findings show that burnout plays no mediating role in the job demand stressors—job performance relationship. Implications of the results are discussed and future research avenues are offered.

Keywords: Emotional Exhaustion; Role Conflict; Role Ambiguity; Average Variance Extract; Frontline Employee (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-13440-6_3

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DOI: 10.1007/978-3-319-13440-6_3

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