Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives

Jagdip Singh · Jerry R. Goolsby · Gary K. Rhoads

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Stress and Burnout Research Job Satisfaction and Organizational Behavior Emotional Labor in Professions

Abstract

Jagdip Singh, Jerry R. Goolsby, Gary K. Rhoads, Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives, Journal of Marketing Research, Vol. 31, No. 4 (Nov., 1994), pp. 558-569

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2013Stress: Appraisal and Coping 1990Comparative fit indexes in structural models.1981The measurement of experienced burnout 1993A Review and an Integration of Research on Job Burnout 1988The impact of interpersonal environment on burnout and organizational commitment 1985The Determinants of Salesperson Performance: A Meta-Analysis 1988Career burnout: causes and cures 1986Toward an understanding of the burnout phenomenon.

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2004The customer is not always right: customer aggression and emotion regulation of service employees 2020PERFORMANCE PRODUCTIVITY AND QUALITY FRONTLINE EMPLOYEES IN SERVICE ORGANIZATIONS 2011Dynamic capabilities and their indirect impact on firm performance 1998Striking a Balance in Boundary-Spanning Positions: An Investigation of Some Unconventional Influences of Role Stressors and Job Characteristics on Job Outcomes of Salespeople 2004Employee Burnout: A Meta-Analysis of the Relationship Between Age or Years of Experience

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