An empirical examination of job stress and management of emotionally-based behavior: Frontline social service personnel perspective

摘要: Frontline service personnel (FSP) play an invaluable role in the marketing mix by directly influencing customer’s perception of both organization as well quality during face-to-face delivery encounter (Ashforth & Humphrey 1993). The purpose this dissertation is to examine how sources job stress for FSP such perceived customer demands, ambiguity, conflict, overload, and emotional labor various mediators autonomy, intelligence, emotion-focused coping indirectly influence outcome variables attitudes, behaviors, physical consequences, exhaustion, performance, intentions. Research from frontline social personnel’s (FSSP) perspective was collected three phases: 1) eight personal in-depth interviews determine fit constructs model a environment, 2) cognitive response survey gathered 86 FSSP identify appropriate line items, 3) questionnaire 533 members National Association Social Workers-Florida.