References
- Ahsill, N. J., Michel, R., Thirkell, P., & Carruthers, J. (2009). Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees. Journal of Services Marketing, 23(5), 338–350.
- American Psychological Association (APA). (2020). Stress in the workplace. http://www.apa.org/helpcenter/workplace-stress.aspx
- Arici, H. E. (2018). Perceived supervisor support and turnover intention: Moderating effect of authentic leadership. Leadership & Organization Development Journal, 39(7), 899–913. https://doi.org/10.1108/LODJ-07-2018-0248
- Babin, B. J., & Boles, J. (1996). The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance, and job satisfaction. Journal of Retailing, 72(1), 57–76. https://doi.org/10.1016/S0022-4359(96)90005-6
- Bakker, A. B., & Demerouti, E. (2007). The job demands-resources model: State of the art. Journal of Managerial Psychology, 22(3), 309–328. https://doi.org/10.1108/02683940710733115
- Bakker, A. B., Demerouti, E., & Euwema, M. C. (2005). Job resources buffer the impact of job demands on burnout. Journal of Occupational Health Psychology, 10(2), 170–180. https://doi.org/10.1037/1076-8998.10.2.170
- Bakker, A. B., Demerouti, E., & Sanz-Vergel, A. I. (2014). Burnout and work engagement: The JD-R approach. Annual Review of Organizational Psychology and Organizational Behavior, 1(1), 389–411. https://doi.org/10.1146/annurev-orgpsych-031413-091235
- Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands-resources model to predict burnout and performance. Human Resource Management, 42(1), 83–104. https://doi.org/10.1002/hrm.20004
- Bakker, A. B., van Veldhoven, M., & Xanthopoulou, D. (2010). Beyond the demand-control model: Thriving on high job demands and resources. Journal of Personnel Psychology, 9(1), 3–16. https://doi.org/10.1027/1866-5888/a000006
- Bitner, M. J., Booms, B. H., & Mohr, L. A. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 58(4), 95–106. https://doi.org/10.1177/002224299405800408
- Bollen, K. A. (1989). Structural equations with latent variables (1st ed.). Wiley, Inc.
- Borman, W. C., & Motowidlo, S. J. (1997). Task performance and contextual performance: The meaning for personnel selection research. Human Performance, 10(2), 99–109. https://doi.org/10.1207/s15327043hup1002_3
- Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers: Personality trait effects on self and supervisor performance ratings. Journal of Marketing Research, 39(1), 110–119. https://doi.org/10.1509/jmkr.39.1.110.18928
- Chen, C. Y., Yen, C. H., & Tsai, F. C. (2014). Job crafting and job engagement: The mediating role of person-job fit. International Journal of Hospitality Management, 37(February), 21–28. https://doi.org/10.1016/j.ijhm.2013.10.006
- Costa, P. T., Jr., & McCrae, R. R. (1985). The NEO personality inventory manual. Psychological Assessment Resources.
- De Beer, L. T., Salome, E. S., & Rothmann, J. C. (2018). Job demands-resources, person- job fit and the impact on turnover intention: Similar across professional and administrative job-types. In M. Coetzee, I. L. Potgieter, & N. Ferreria (Eds.), Psychology of retention (pp. 119–236). Springer.
- Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1), 128–146. https://doi.org/10.1509/jmkg.68.1.128.24034
- Etzel, J. M., & Nagy, G. (2015). Students perceptions of person-environment fit: Do fit perceptions predict academic success beyond personality traits? Journal of Career Assessment, 24(2), 270–288. https://doi.org/10.1177/1069072715580325
- Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
- Goh, Z., Ilies, R., & Wilson, K. (2015, August). Supportive supervisors improve employee’s daily lives: The role supervisors play in the impact of daily workload on life satisfaction via work-family conflict. Journal of Vocational Behavior, 89 (August), 65–73. https://doi.org/10.1016/j.jvb.2015.04.009
- Grant, S., & Langan-Fox, J. (2007). Personality and the occupational stressor-strain relationship: The role of the big five. Journal of Occupational Health Psychology, 12(1), 20–33. https://doi.org/10.1037/1076-8998.12.1.20
- Harris, E. G., Brown, T. J., Mowen, J. C., & Artis, A. (2014). Exploring the role of productivity propensity in frontline employee performance: Its relationship with customer orientation and important outcomes. Psychology & Marketing, 31(3), 171–183. https://doi.org/10.1002/mar.20685
- Harris, E. G., & Fleming, D. E. (2017). The productive service employee: Personality, stress, satisfaction, and performance. Journal of Services Marketing, 31(6), 499–511. https://doi.org/10.1108/JSM-11-2015-0347
- Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52–70. https://doi.org/10.2307/1251901
- Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513–524. https://doi.org/10.1037/0003-066X.44.3.513
- Inceoglu, I., & Warr, P. (2011). Personality and job engagement. Journal of Personnel Psyschology, 10(4), 177–181. https://doi.org/10.1027/1866-5888/a000045
- Jin, M. H., McDonald, B., & Park, J. (2018). Person-organizational fit and turnover intention: Exploring the mediating role of employee followership and job satisfaction through conservation of resources theory. Review of Public Personnel Administration, 38(2), 167–192. https://doi.org/10.1177/0734371X16658334
- Kammeyer-Mueller, J. D., Judge, J. A., & Scott, B. A. (2009). The role of core self- evaluations in the coping process. Journal of Applied Psychology, 94(1), 177–195. https://doi.org/10.1037/a0013214
- Kristof-Brown, A. L., Zimmerman, R. D., & Johnson, E. C. (2005). Consequences of individuals’ fit at work: A meta-analysis of person-job, person-organization, person-group, and person-supervisor fit. Personnel Psychology, 58(2), 281–342. https://doi.org/10.1111/j.1744-6570.2005.00672.x
- Laud, G., Roy, S., Ranaweera, C., Leo, C., & Sedighadeli, S. (2019). Together we can deliver: Frontline employees and robots joining forces. Frontiers in Services Conference, Singapore.
- Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86(1), 114–121. https://doi.org/10.1037/0021-9010.86.1.114
- Marinova, D., Ye, J., & Singh, J. (2008). Do frontline mechanisms matter: Impact of quality and productivity orientations on unit revenue, efficiency, and customer satisfaction. Journal of Marketing, 72(2), 28–45. https://doi.org/10.1509/jmkg.72.2.28
- Matthews, L. M., Zablah, A. R., Hair, J. F., & Marshall, G. W. (2016). Increased engagement or reduced exhaustion: Which accounts for the effect of job resources on salesperson job outcomes? Journal of Marketing Theory and Practice, 24(3), 249–264. https://doi.org/10.1080/10696679.2016.1170532
- Mautz, S. (2018, April 11), This retailer spent $30,000 on it’s employees—and got $3 million in sales in return. Forbes. Retrieved October 14, 2019, from https://www.inc.com/scott-mautz/gap-stores-did-1-thing-that-increased-productivity-an-astonishing-600-percent.html
- Mowen, J. C. (2000). The 3M model of motivation and personality: Theory and empirical applications to consumer behavior. Kluwar Academic Press.
- Podsakoff, P. M., MacKenzie, S. B., Lee, J., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
- Rod, M., & Ashill, N. (2009). Symptoms of burnout and service recovery performance: The influence of job resourcefulness. Managing Service Quality, 19(1), 60–84. doi:10.1108/09604520910926818
- Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293–315. https://doi.org/10.1002/job.248
- Schaufeli, W. B., Gonzalez-Roma, V., & Bakker, A. B. (2002). The measurement of burnout and engagement: A confirmatory factor analytic approach. Journal of Happiness Studies, 3(1), 71–92. https://doi.org/10.1023/A:1015630930326
- Sen, C. (2018, June 5). Companies really can do more with less. Bloomberg. https://www.bloombergquint.com/onweb/shorter-hours-for-workers-will-increase-productivity
- Singh, J. (2000). Performance productivity and quality of frontline employees in service organizations. Journal of Marketing, 64(2), 15–34. https://doi.org/10.1509/jmkg.64.2.15.17998
- Society of Industrial and Organizational Psychology. (2019). Types of personality tests. Retrieved October 18, 2019, from https://www.siop.org/Business-Resources/Employment Testing/Test-Types
- Teboul, J. (2006). Service is front-stage. Palgrave Macmillan.
- Tubre, T. C., & Collins, J. M. (2000). Jackson and Schuler (1985) revisited: A meta-analysis of the relationships between role ambiguity, role conflict, and job performance. Journal of Management, 26(1), 155–169. https://doi.org/10.1177/014920630002600104
- Weeks, W. A., & Fournier, C. (2012). The impact of time congruity on salesperson’s role stress: A person-job fit approach. Journal of Personal Selling and Sales Management, 30(1), 73–90. https://doi.org/10.2753/PSS0885-3134300105
- Weigel, M., Stab, N., Herms, I., Angerer, P., Hacker, W., & Glacer, J. (2016). The associations of supervisor support and work overload with burnout and depression: A cross-sectional study in two nursing settings. Journal of Advanced Nursing, 72(8), 1774–1788. https://doi.org/10.1111/jan.12948
- Wheeler, A. R., Halbesleben, J. R., & Shanine, K. (2012). Exploring the middle range of person-environment fit theories through a conservation of resources perspective. In A. L. Kristof-Brown & J. Billsberry (Eds.), Organizational fit: Key issues and new directions (pp. 170–194). John Wiley & Sons.
- Ye, J., & King, J. (2016). Managing the downside effect of a productivity orientation. Journal of Services Marketing, 30(2), 238–254. https://doi.org/10.1108/JSM-10-2014-0351
- Zablah, A., Franke, G. E., Brown, T. J., & Bartholomew, D. E. (2012). How and when does customer orientation influence frontline employee job outcomes: A meta-analytic evaluation. Journal of Marketing, 76(3), 21–40. https://doi.org/10.1509/jm.10.0231
- Zeithaml, V., Bitner, M. J., & Gremler, D. (2017). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill.