KOREASCHOLAR

LINKING CUSTOMER SERVICE REPRESENTATIVES’ ROLE STRESS WITH JOB PERFORMANCE: THE ROLE OF ADAPTIVE SERVICE BEHAVIOR AND FEEDBACK SEEKING

HuiPing Helena Liao, Tzu Yi Lin, HsiuJu Rebecca Yen
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/351722
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Global Marketing Conference
2018 Global Marketing Conference at Tokyo (2018.07)
pp.1266-1269
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

Inconsistent findings about role stress and performance motivates this study. Data from 240 customer service representatives (CSRs) and 27 supervisors showed that role conflicts (involving supervisors and consumers) negatively relate to performance, while CSRs’ adaptive behavior mediates the relationship. CSRs’ feedback seeking moderates effects of role conflicts on adaptive behaviors.

Keyword
customer service representativesadaptive behaviorfeedback seeking
Table Content
ABSTRACT
 Introduction
 Literature and hypotheses
 Methods and data
 Results
 Discussion and contributions
 References
Author
  • HuiPing Helena Liao(National Tsing Hua University, Taiwan R.O.C.)
  • Tzu Yi Lin(Decathlon, Taiwan R.O.C.)
  • HsiuJu Rebecca Yen(National Tsing Hua University, Taiwan R.O.C.)