Simone SesboüéStressor – Strain – Job Performance Relationships
The Central Role of Emotional Exhaustion in Sales and Customer Service Professions
Schriften zur Arbeits-, Betriebs- und Organisationspsychologie, Band 54
Hamburg 2011, 206 Seiten
ISBN 978-3-8300-5472-6 (Print)
ISBN 978-3-339-05472-2 (eBook)
Zum Inhalt
Sales and customer service employees, due to their constant and direct customer contact, are particularly prone to experience emotional exhaustion. While an extensive body of literature on emotional exhaustion exists in human service occupations, very limited research attention has been directed to employees in sales and customer service professions concerning the emotional exhaustion dimension. In this study, the author seeks to investigate the crucial role of emotional exhaustion between work stressors and job performance. Specifically, the author assesses whether certain work context and personality factors moderate the effects of stress on strain, thus eliminating negative stress consequences.
Schlagworte
ArbeitsklimaBetriebswirtschaftslehreBurnoutEmotionale ErschöpfungModerated MediationPersönlichkeitPsychologieSalesperformanceIhr Werk im Verlag Dr. Kovač
Möchten Sie Ihre wissenschaftliche Arbeit publizieren? Erfahren Sie mehr über unsere günstigen Konditionen und unseren Service für Autorinnen und Autoren.