Does gender moderate the effects of role stress in frontline service jobs?

By focusing on gender differences in structural relationships rather than differences in levels of constructs, this study extends Babin and Boles' [Babin B. J., Boles J. S. Employee behavior in a service environment: a model and test of potential differences between men and women. Journal of Ma...

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Bibliographic Details
Published in:Journal of business research 2006-10, Vol.59 (10), p.1087-1093
Main Authors: Karatepe, Osman M., Yavas, Ugur, Babakus, Emin, Avci, Turgay
Format: Article
Language:English
Subjects:
Banks
Customer relations
Cyprus
Employees
Gender
Gender differences
Job satisfaction
Mental stress
Role
Role stress
Self-efficacy
Service industry workers
Stress
Studies
Turkey
Turkish Republic of Northern Cyprus
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Summary:By focusing on gender differences in structural relationships rather than differences in levels of constructs, this study extends Babin and Boles' [Babin B. J., Boles J. S. Employee behavior in a service environment: a model and test of potential differences between men and women. Journal of Marketing 1998;62:77–91.] research examining the effects of role stress on customer-contact employees' various job outcomes to a new context (frontline bank employees in the Turkish Republic of Northern Cyprus). Results indicate that gender has a moderating role on the relationships between role ambiguity and self-efficacy, and role conflict and job satisfaction. Cultural norms may play a role in the way gender moderates these relationships.
ISSN:0148-2963
1873-7978
DOI:10.1016/j.jbusres.2006.08.004