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

Elmadag A. B., Ellinger A. E.

SERVICE BUSINESS, vol.12, no.1, pp.121-141, 2018 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 12 Issue: 1
  • Publication Date: 2018
  • Doi Number: 10.1007/s11628-017-0340-y
  • Journal Name: SERVICE BUSINESS
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.121-141
  • Istanbul Technical University Affiliated: Yes

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.