This study expands upon previous research on the antecedents (job demands and job resources) and outcomes of frontline employee burnout, and examines the role of customer orientation (CO) in the burnout process. Using data from frontline bank employees in New Zealand, we investigate both the direct relationships of CO to burnout and job outcomes (job performance and turnover intentions) and the buffering role of CO concerning the relationships between job demands, burnout, and job outcomes. The study results show that burnout mediates the effects of job demands and job resources on job performance and turnover intentions. Besides being directly related to burnout and job performance, CO also buffers the dysfunctional effects of job demands on burnout and job outcomes. Implications of the results are discussed and future research avenues are offered.

The current study drew on a large and diverse body of literature on social capital and aimed to understand its role in the process of transition from college to work. In particular, this research studied the cumulative effects of social capital formed in high school years and college years and examined its relationship with job outcomes. The study used the National Education Longitudinal Study (NELS) to examine whether early investment in the social capital of young adolescents produced better job outcomes in their adulthood. Families and schools were two primary sources of social capital considered in the current study. Parental involvement in a young person's life, extra-curricular activities and participation in volunteer organizations were some of the forms of social capital hypothesized to influence job outcomes after college. Structural equations modeling was used to trace the effects of the presence of social capital as early as the 8th grade in shaping student's later career status. The longitudinal data measured social capital beginning in the 8th grade and every 2 years thereafter, so that the cumulative effects of the social capital resources were investigated. Overall, the hypothesized model was found to fit the data and the findings have suggested a set of positive and direct effects of social capital on job outcomes. / Ph. D.

In this study, a model examining the effects of customer orientation and job resources (supervisory support, training, empowerment, and rewards) on frontline employees' job satisfaction, affective organizational commitment, and turnover intentions is developed and tested. Data collected via self-administered questionnaires from a sample of 723 frontline hotel employees in Turkey serve as the study setting. Results show that customer orientation and job resources enhance frontline employees' job satisfaction and affective organizational commitment, and diminish their turnover intentions. Also, job satisfaction has a significant positive impact on affective organizational commitment and a negative effect on turnover intentions. Implications of the results are discussed and future research avenues are offered.

Applying self-determination and conservation of resources theories, our study investigates the additive and interactive effects of management commitment to service quality, customer orientation, and hindrance and challenge stress in the employee engagement process. The role of employee engagement as a central intervening variable that transmits the effects of job resources and demands is critically evaluated. The current work assessed the aforesaid relationships based on data gathered from a time-lagged sample of frontline hotel employees and their direct supervisors using robust maximum likelihood estimation in MPlus 7.4. The findings reveal that management commitment to service quality and customer orientation exert significant impacts on job performance and turnover intentions through employee engagement and hindrance stress. The interaction between management commitment to service quality and customer orientation mitigates both challenge and hindrance stress. Our study provides discussions for theoretical and practical implications.

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