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We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most(More)
Exhaustion has a significant impact on employees and organizations, and leader behavior may affect it. We applied conservation of resources theory to test propositions regarding the joint effects of goal-focused leadership (GFL) and personality on employee exhaustion. We proposed that the relationship between GFL and exhaustion depends on employees'(More)
We extend existing stressor-strain theoretical models by including intrinsic motivation as a mediator between well-established job stressors and burnout. Though the link between situational stressors and burnout is well established, little is known about mechanisms behind this relationship. With a sample of 284 self-employed individuals, we examined(More)
We propose an expanded stressor-strain model that explicitly incorporates person characteristics, the Demand-Control-Person model. This model integrates Karasek's traditional Demand-Control model with Hobfoll's (1989) Conservation of Resources theory. With participants from two organizations, we tested the moderating role of emotional stability in(More)
Workplace discrimination and strain are both linked to mission readiness, as they yield decreased job performance (Cropanzano, Rupp, & Byrne, 2003; Goldman, Gutek, Stein, & Lewis, 2006). Together, they cost US organizations over a billion dollars per day (American Institute of Stress, 2012; Center for American Progress, 2012). Surprisingly, despite these(More)
In an integrated test of the job demands-resources model and trait activation theory, we predicted that the general job performance of employees who also hold supervisory roles may act as a demand to subordinates, depending on levels of subordinate conscientiousness. In a sample of 313 customer service call centre employees, we found that(More)
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