Coping with stress: A study of retail banking service workers in Russia
Nicholas J. Ashill,
Michel Rod and
Journal of Retailing and Consumer Services, 2015, vol. 23, issue C, 58-69
This study extends previous research on the antecedents and outcomes of frontline employee (FLE) burnout by empirically testing the direct and moderating effects of two coping strategies in a job demand stressâ€“strain (burnout)â€“job performance model using data from a large Russian retail bank. Contrary to findings from North American-Western research and more limited studies of countries where collectivist values are emphasized, the study findings show that emotional exhaustion plays no mediating role in the job demand stressorsâ€“job performance relationship. Self-directed coping buffers the dysfunctional effects of job demand stressors on emotional exhaustion whereas â€˜other-directedâ€™ coping buffers the job demand stressors to job performance relationship. Implications of the results are discussed and future research avenues are offered.
Keywords: Emotional exhaustion; Self-directed coping; Other-directed coping; Collectivist; Job performance (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:23:y:2015:i:c:p:58-69
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