Tóm tắt
Presents two studies: a qualitative study that uncovered the
tactics used by high customer‐contact service workers to deal with
perceived role conflict and stress; and a quantitative study that looked
at the relationship between role conflict, job satisfaction, and the
coping tactics used by these workers. The tactics used are based on (1)
the use of (more) effort to satisfy demands of customers and management;
(2) negotiating to alter role demands; (3) pre‐empting tactics to avoid
sent roles; and (4) avoiding tactics to avoid received roles. Results
indicate that customer‐contact workers use a variety of “tricks of
the trade” to control their work environment. In contrast to
previous studies that have not supported a relationship between
performance and job satisfaction (studies done mostly in non‐services
environments), the research indicates a link between job satisfaction
and attributes of performance based on these tactics for frontline
customer‐contact workers.
