This thesis presents the results of two field studies: a preliminary qualitative ethnographic study and an empirical field survey. The research investigated the strategies used by customer-contact workers in service industries when they experience role stress. Four strategies emerged: effort, negotiation, preempting, and avoiding. Negotiation was positively related to role conflict and role ambiguity. Job satisfaction was positively related to effort and negatively related to avoiding. Implications of the findings for service industry managers and researchers are discussed.
| Identifer | oai:union.ndltd.org:arizona.edu/oai:arizona.openrepository.com:10150/291991 |
| Date | January 1991 |
| Creators | Weatherly, Kristopher Allen, 1964- |
| Contributors | Tansik, David A. |
| Publisher | The University of Arizona. |
| Source Sets | University of Arizona |
| Language | en_US |
| Detected Language | English |
| Type | text, Thesis-Reproduction (electronic) |
| Rights | Copyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author. |
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