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Role stressors, service worker job resourcefulness, and job outcomes: An empirical analysis

16 references·16 citing·44 second hopsampled

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References

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1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
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1993JOB SATISFACTION, ORGANIZATIONAL COMMITMENT, TURNOVER INTENTION, AND TURNOVER: PATH ANALYSES BASED ON META‐ANALYTIC FINDINGS4,108 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
1985A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings1,818 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1993Loyalty-based management.1,317 cited
1991Person-job fit:: A conceptual integration, literature review, and methodological critique.1,233 cited
2002The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings1,092 cited
1993Antecedents and Consequences of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal Effects1,066 cited
2003

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Relationships between psychological climate perceptions and work outcomes: a meta‐analytic review

1,046 cited

2003Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors882 cited

1981Marketing Strategies and Organizational Structures for Service Firms763 cited

Cited by

2009Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees94 cited
2007The Effects of Customer Orientation and Job Resources on Frontline Employees' Job Outcomes88 cited
2017Job resourcefulness, work engagement and prosocial service behaviors in the hospitality industry82 cited
2019Does work engagement mediate the influence of job resourcefulness on job crafting?78 cited
2009Symptoms of burnout and service recovery performance77 cited
2011Promoting Creativity Among Employees Of Mature Industries: The Effects Of Autonomy And Role Stress On Creative Behaviors And Job Performance66 cited
2020Does workplace friendship promote or hinder hotel employees’ work engagement? The role of role ambiguity63 cited
2021The role of organization-based self-esteem and job resources in promoting employees’ job crafting behaviors62 cited
2016HRM and front line managers: the influence of role stress56 cited
2012The Moderating Effect of the Boundary Spanning Role on Perceived Supervisory Support: A Meta-Analytic Review52 cited
2013Leader-member exchange and intent to turnover50 cited
2011Role Ambiguity and Role Conflict as Mediators of the Relationship between Orientation and Organizational Commitment50 cited
2013Impact of Role Ambiguity on Job Satisfaction, Mediating Role of Job Stress48 cited
2012Work Engagement as a Mediator of the Effects of Personality Traits on Job Outcomes: A Study of Frontline Employees44 cited
2021Leader-member exchange fosters nurses’ job and life satisfaction: The mediating effect of job crafting44 cited
2013Revisiting the role stress‐commitment relationship42 cited