Service employee burnout and engagement

the moderating role of power distance orientation

Sei Auh, Bulent Menguc, Stavroula Spyropoulou, Fatima Wang

    Research output: Contribution to journalArticle

    19 Citations (Scopus)

    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.

    Original languageEnglish (US)
    JournalJournal of the Academy of Marketing Science
    DOIs
    StateAccepted/In press - Sep 14 2015

    Fingerprint

    Power distance
    Burnout
    Service employees
    Supervisors
    Employees
    Job demands-resources model
    Field study
    Inclusion
    Customer service
    Mediator
    Job satisfaction
    Lab experiment
    Employee perceptions
    Service performance
    Job demands
    Workforce

    Keywords

    • Burnout due to supervisor
    • Job demands-resources model
    • Job engagement
    • Power distance orientation
    • Supervisor close monitoring
    • Supervisor customer service feedback

    ASJC Scopus subject areas

    • Business and International Management
    • Economics and Econometrics
    • Marketing

    Cite this

    Service employee burnout and engagement : the moderating role of power distance orientation. / Auh, Sei; Menguc, Bulent; Spyropoulou, Stavroula; Wang, Fatima.

    In: Journal of the Academy of Marketing Science, 14.09.2015.

    Research output: Contribution to journalArticle

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