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Role stressors, service worker job resourcefulness, and job

outcomes: An empirical analysis

Abstract (Summary)

This article expands upon previous research on the job resourcefulness construct by examining the
influence of role stressors (i.e., role ambiguity and conflict) on job resourcefulness and by examining
the influence of job resourcefulness on job satisfaction and intentions to leave the firm. Given the
current focus of businesses to "do more with less" the research highlights the importance of role
stressors in improving overall organizational efficiency and work outcomes. Drawing from previous
work in both hierarchical personality and fit theories, the authors propose that situational determinants
play an important role in overall job resourcefulness. An empirical study which utilized data obtained
from a financial services institution supports the hypothesized relationships between role stressors, job
resourcefulness, and job outcomes. Implications for practitioners and suggestions for future research
in the area are discussed. [PUBLICATION ABSTRACT]

Empowerment and role stress in the human interface between


the firm and its markets
Aarti Sood, Ian Lings. International Journal of Services Technology and Management. Geneva:
2010. Vol. 14, Iss. 2/3; pg. 233

Abstract (Summary)

Frontline employees constitute one of the key interfaces that service organisations have with their
markets. Many strategies to enhance the ability of these employees to satisfy the needs of customers
have been proposed. Amongst these, empowering employees has been suggested to enhance the
customer orientation of the firm and consequently its effectiveness in serving the market. However, the
impact of empowerment in service organisations remains somewhat contentious. This paper examines
the role of empowerment as an organisational service strategy and identifies its consequences for
role stress, job satisfaction and the willingness of service employees to serve their customers.
[PUBLICATION ABSTRACT]

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