Alleviating job stress to improve service employee work affect: the influence of rewarding

Ayşe Banu Elmadağ () and Alexander E. Ellinger ()
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Ayşe Banu Elmadağ: Istanbul Technical University
Alexander E. Ellinger: University of Alabama

Service Business, 2018, vol. 12, issue 1, No 5, 141 pages

Abstract: Abstract Firms strive to identify interventions that promote customer contact employee (CCE) well-being by mitigating job stress to encourage better service experiences for customers. Drawing on equity theory, this research examines the influences of alternative rewarding approaches on CCE job stress and work-related attitudes, by assessing the effects of intrinsic (social recognition) and extrinsic (monetary) rewarding on CCE job stress, commitment to the organization, and customer orientation. Results of a survey of 220 CCEs from multiple service organizations indicate that social recognition reduces CCE job stress but that, contrary to expectations, monetary rewarding increases it. Moreover, satisfaction with pay has a greater influence on CCE customer orientation than social recognition.

Keywords: Job stress; Intrinsic rewards; Extrinsic rewards; Customer contact employee; Frontline employee; Customer orientation (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (9)

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DOI: 10.1007/s11628-017-0340-y

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