Service Employee Burnout and Engagement: the Moderating Role of Power Distance Orientation

dc.contributor.author Auh, Seigyoung
dc.contributor.author Mengüç, Bülent
dc.contributor.author Mengüç, Bülent
dc.contributor.author Spyropoulou, Stavroula
dc.contributor.author Wang, Fatima
dc.contributor.other Business Administration
dc.date.accessioned 2019-06-27T08:01:38Z
dc.date.available 2019-06-27T08:01:38Z
dc.date.issued 2016
dc.department Fakülteler, İşletme Fakültesi, İşletme Bölümü en_US
dc.description.abstract Studies show that service employees are among the most disengaged in the workforce. To better understand service employees' job engagement this study broadens the scope of the job demands-resources (JD-R) model to include power distance orientation (PDO). The inclusion of PDO enriches the JD-R model by providing a key piece of information that has been missing in prior JD-R models: employees' perceptions of the source of job demands (i.e. supervisors) or employees' views of power and hierarchy within the organization. Study 1 uses a survey-based field study to show that employees with a high (compared to low) PDO feel more burnout due to supervisors when they are closely monitored by their supervisors. Study 1 further supports the finding that employees with high (compared to low) PDO feel less disengagement despite burnout due to supervisors. Study 2 using a lab experiment and Study 3 relying on a survey-based field study unveil why these effects were observed. Stress and job satisfaction emerge as mediators that explain the findings from Study 1. Implications of the role of PDO are discussed to improve the current understanding of how job engagement can improve customer service performance. en_US]
dc.identifier.citationcount 49
dc.identifier.doi 10.1007/s11747-015-0463-4 en_US
dc.identifier.endpage 745
dc.identifier.issn 0092-0703 en_US
dc.identifier.issn 1552-7824 en_US
dc.identifier.issn 0092-0703
dc.identifier.issn 1552-7824
dc.identifier.issue 6
dc.identifier.scopus 2-s2.0-84941712353 en_US
dc.identifier.scopusquality Q1
dc.identifier.startpage 726 en_US
dc.identifier.uri https://hdl.handle.net/20.500.12469/429
dc.identifier.uri https://doi.org/10.1007/s11747-015-0463-4
dc.identifier.volume 44 en_US
dc.identifier.wos WOS:000385351400005 en_US
dc.identifier.wosquality Q1
dc.institutionauthor Mengüç, Bülent en_US
dc.language.iso en en_US
dc.publisher Springer en_US
dc.relation.journal Journal of the Academy of Marketing Science en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/openAccess en_US
dc.scopus.citedbyCount 74
dc.subject Job Demands-Resources Model en_US
dc.subject Supervisor Close Monitoring en_US
dc.subject Power Distance Orientation en_US
dc.subject Burnout Due to Supervisor en_US
dc.subject Job Engagement en_US
dc.subject Supervisor Customer Service Feedback en_US
dc.title Service Employee Burnout and Engagement: the Moderating Role of Power Distance Orientation en_US
dc.type Article en_US
dc.wos.citedbyCount 61
dspace.entity.type Publication
relation.isAuthorOfPublication 2c0ab063-7256-44f3-ae9c-732d6b6755ec
relation.isAuthorOfPublication.latestForDiscovery 2c0ab063-7256-44f3-ae9c-732d6b6755ec
relation.isOrgUnitOfPublication c10ffc80-6da5-4b86-b481-aae660325ae5
relation.isOrgUnitOfPublication.latestForDiscovery c10ffc80-6da5-4b86-b481-aae660325ae5

Files

Original bundle

Now showing 1 - 1 of 1
Loading...
Thumbnail Image
Name:
Service Employee Burnout and Engagement The Moderating Role of Power Distance Orientation.pdf
Size:
576.32 KB
Format:
Adobe Portable Document Format
Description: