摘要: A study was conducted examining the relationship between perceived work stressors and job performance in a customer contact position. Workers served as technical liaison clients company engineers were evaluated terms of how efficiently communication networks installed maintained at customer’s site. As predicted, significantly greater proportion individuals high group reported low levels stressors, suggesting that perceptions stress can relate to quality service. Implications these findings for managing service positions are discussed.
emeraldinsight.com参考文章(24)
Susan Folkman, Richard S. Lazarus, Stress, appraisal, and coping ,(1974)
James Campbell Quick, Causes, Coping and Consequences of Stress at WorkCauses, Coping and Consequences of Stress at Work, edited by CooperCary L. and PayneRoy. Chichester, England: Wiley, 1988, 418 pp., $57.95, cloth. Academy of Management Review. ,vol. 14, pp. 602- 604 ,(1989) , 10.5465/AMR.1989.4308403
Joseph J. Hurrell, Lawrence R. Murphy, Steven L. Sauter, Prevention of work-related psychological disorders. A national strategy proposed by the National Institute for Occupational Safety and Health (NIOSH). American Psychologist. ,vol. 45, pp. 1146- 1158 ,(1990) , 10.1037//0003-066X.45.10.1146
Ulf Lundberg, Marianne Granqvist, Tommy Hansson, Marianne Magnusson, Leif Wallin, None, Psychological and physiological stress responses during repetitive work at an assembly line Work & Stress. ,vol. 3, pp. 143- 153 ,(1989) , 10.1080/02678378908256940
Benjamin Schneider, David E. Bowen, Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology. ,vol. 70, pp. 423- 433 ,(1985) , 10.1037/0021-9010.70.3.423
John M. Ivancevich, Herbert L. Lyon, The shortened workweek: A field experiment. Journal of Applied Psychology. ,vol. 62, pp. 34- 37 ,(1977) , 10.1037/0021-9010.62.1.34
John E. Sheridan, Donald J. Vredenburgh, Usefulness of leadership behavior and social power variables in predicting job tension, performance, and turnover of nursing employees. Journal of Applied Psychology. ,vol. 63, pp. 89- 95 ,(1978) , 10.1037/0021-9010.63.1.89
J. K. Sager, A Structural Model Depicting Salespeople's Job Stress: Journal of the Academy of Marketing Science. ,vol. 22, pp. 74- 84 ,(1994) , 10.1177/0092070394221007
Steven P. Brown, Robert A. Peterson, ANTECEDENTS AND CONSEQUENCES OF SALESPERSON JOB SATISFACTION: META ANALYSIS AND ASSESSMENT OF CAUSAL EFFECTS Journal of Marketing Research. ,vol. 30, pp. 0- 0 ,(1993) , 10.2307/3172514
Alan J. Dubinsky, Steven J. Skinner, Ron Hampton, A Model of Sales Supervisor Leadership Behavior and Retail Salespeople's Job-Related Outcomes: Journal of the Academy of Marketing Science. ,vol. 14, pp. 33- 43 ,(1986) , 10.1177/009207038601400304