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.

ABSTRACT
 Introduction
 Literature and hypotheses
 Methods and data
 Results
 Discussion and contributions
 References

• 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.)