This research examines a model focused on two acute workplace stressors—interpersonal conflict and work overload—and their interrelationships with role stress, emotional exhaustion, job attitude, working smart, job performance, and turnover intentions. The moderating role of working smart on the relationship between work overload and interpersonal conflict is also investigated. A model is tested using responses of sales employees working for four large financial institutions in South America. Findings indicate that work overload and interpersonal conflict mediate the impact of role stress on emotional exhaustion, job attitudes, and behaviors. Our findings also show that work overload plays a significant role in the stressor-strain process. Results are discussed with reference to previous findings and future research.
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