Salesperson Burnout: A Test of the Coping-Mediational Model of Social Support

References

• Babakus, Emin, David W. Cravens, Mark Johnston, and William C. Moncrief (1999), “The Role of Emotional Exhaustion in Sales Force Attitude and Behavior Relationships,” Journal of the Academy of Marketing Science, 27 (1), 58–70.
   Google Scholar
• Bagozzi, Richard, and Youjae Yi (1988), “On the Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science, 16 (1), 74–94.
   Google Scholar
• Baron, Reuben M., and David A. Kenny (1986), “The Moderator–Mediator Variable Distinction in Social Psychology Research: Conceptual, Strategic, and Statistical Consideration,” Journal of Personality and Social Psychology, 51 (6), 1173–1182.
   Google Scholar
• Boles, James S., Mark W. Johnston, and Joseph F. Hair, Jr. (1997), “Role Stress, Work–Family Confict and Emotional Exhaustion: Inter-Relationships and Effects on Some Work-Related Consequences,” Journal of Personal Selling & Sales Management, 17, 1 (Winter), 17–28.
   Google Scholar
• Brown, Steven P. , William L. Cron, and John W. Slocum (1998), “Effects of Trait Competitiveness and Perceived Intraorga-nizational Competition on Salesperson Goal Setting and Performance,” Journal of Marketing, 62 (4), 88–98.
   Google Scholar
• Brown, Steven P., Eli Jones, and Thomas W. Leigh (2005), “The Attenuating Effect of Role Overload in Relationships Linking Self-Effcacy and Goal Level to Work Performance,” Journal of Applied Psychology, 90 (5), 972–979.
   Google Scholar
• Carmen, Carmona, Abraham P. Buunk, Jose M. Peiro, Isabel Rodriguez, and M. Jesus Bravo (2006), “Do Social Comparison and Coping Styles Play a Role in the Development of Burnout? Cross-Sectional and Longitudinal Findings,” Journal of Occupational and Organizational Psychology, 79 (1), 85–99.
   Google Scholar
• Chapman, Kathy (2005), “Are You Working Too Hard?” Harvard Business Review, 83 (11), 53–58.
   Google Scholar
• Coggburn, Jerrell D., and Steven W. Hays (2004), “Innovations in Local Government Human Resource Systems: Observations from Several Best Practice Locations,” Public Administration Quarterly, 27 (4), 433–455.
   Google Scholar
• Cordes, Cynthia L., and Thomas W. Dougherty (1993), “A Review and an Integration of Research on Job Burnout,” Academy of Management Review, 18 (4), 621–656.
   Google Scholar
• Daniels, Kevin, and Claire Harris (2005), “A Daily Diary Study of Coping in the Context of the Job-Demands-Control-Support Model,” Journal of Vocational Behavior, 66 (2), 219–237.
   Google Scholar
• Dunkley, David M., Kirk R. Blankstein, Jennifer Halsall, Meredith Williams, and Gary Winkworth (2000), “The Relation Between Perfectionism and Distress: Hassles, Coping, and Perceived Social Support as Mediators and Moderators,” Journal of Counseling Psychology, 47 (4), 437–453.
   Google Scholar
• Etzion, Dalia, and Ayala Pines (1986), “Sex and Culture in Burnout and Coping Among Human Service Professionals: A Social Psychological Perspective,” Journal of Cross-Cultural Psychology, 17 (2), 191–209.
   Google Scholar
• Festinger, Leon (1954), “A Theory of Social Comparison Process,” Human Relations, 7 (1), 117–140.
   Google Scholar
• Fornell, Claes, and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (1), 39–50.
   Google Scholar
• Gaines, Jeannie, and John M. Jermier (1983), “Emotional Exhaustion in a High Stress Organization,” Academy of Management Journal, 26 (4), 567–586.
   Google Scholar
• Golembiewski, Robert T. , and Robert F. Munzenrider (1984), “Phases of Psychological Burn-Out and Organizational Co-Variants: A Replication Using Norms from a Large Population,” Journal of Health and Human Resources Administration, 7 (1), 290–323.
   Google Scholar
• Goolsby, Jerry R. (1992), “A Theory of Role Stress in Boundary Spanning Positions of Marketing Organizations,” Journal of the Academy of Marketing Science, 20 (2), 155–164.
   Google Scholar
• Heaney, Catherine A., James S. House, Barbara A. Israel, and Robert P. Mero (1995), “The Relationship of Organizational and Social Coping Resources to Employee Coping Behaviour: A Longitudinal Analysis,” Work & Stress, 9 (4), 416–431.
   Google Scholar
• Holahan, Charles J., and Rudolf H. Moos (1987), “Personal and Contextual Determinants of Coping Strategies,” Journal of Personality and Social Psychology, 52 (5), 946–955.
   Google Scholar
• House, James S. (1981), Work Stress and Social Support, Reading, MA: John Wiley & Sons.
   Google Scholar
• Ingledew, David K., Lew Hardy, and Cary L. Cooper (1997), “Do Resources Bolster Coping and Does Coping Buffer Stress? An Organizational Study with Longitudinal Aspect and Control for Negative Affectivity,” Journal of Occupational Health Psychology, 2 (2), 118–133.
   Google Scholar
• Jaworski, Bernard J., and Ajay K. Kohli (1991), “Supervisory Feedback: Alternative Types and Their Impact on Salespeople’s Performance and Satisfaction,” Journal of Marketing Research, 28 (3), 190–201.
   Google Scholar
• Johlke, Mark C., Dale F. Duhan, Roy D. Howell, and Robert W. Wilkes (2000), “An Integrated Model of Sales Managers’ Communication Practices,” Journal of the Academy of Marketing Science, 28 (2), 263–277.
   Google Scholar
• Judd, Charles M., and David A. Kenny (1981), “Process Analysis: Estimating Mediation in Treatment Evaluations,” Educational Review, 5 (2) 602–619.
   Google Scholar
• Kahill, Stephen (1988), “Symptoms of Professional Burnout: A Review of the Empirical Evidence,” Canadian Psychology, 29 (1), 284–297.
   Google Scholar
• Keaveney, Susan M., and James E. Nelson (1993), “Coping with Organizational Role Stress: Intrinsic Motivational Orientation, Perceived Role Benefts, and Psychological Withdrawal,” Journal of the Academy of Marketing Science, 21 (2), 113–124.
   Google Scholar
• Koeske, Gary F. , Stuart A. Kirk, and Randi D. Koeske (1993), “Coping with Job Stress: Which Strategies Work Best?” Journal of Occupational and Organizational Psychology, 66 (4), 319–335.
   Google Scholar
• Kohli, Ajay K. (1985), “Some Unexplored Supervisory Behaviors and Their Infuence on Salesperson’s Role Clarity, Specifc Self-Esteem, Job Satisfaction, and Motivation,” Journal of Marketing Research, 22 (4), 424–433.
   Google Scholar
• Lazarus, Richard, and Susan Folkman (1984), Stress, Appraisal, and Coping, New York: Springer-Verlag.
   Google Scholar
• Lee, Raymond T., and Blake E. Ashforth (1993), “A Further Examination of Managerial Burnout: Toward an Integrated Model,” Journal of Organizational Behavior, 14 (1), 3–20.
   Google Scholar
• Leiter, Michael P. (1991), “Coping Patterns as Predictors of Burnout: The Function of Control and Escapist Coping Patterns,” Journal of Organizational Behavior, 12 (2), 123–144.
   Google Scholar
• Leiter, Michael P., and Christina Maslach (1988), “The Impact of Interpersonal Environment on Burnout and Organizational Commitment,” Journal of Organizational Behavior, 9 (4), 297–308.
   Google Scholar
• Lewin, Jeffrey E., and Jeffrey K. Sager (2007), “A Process Model of Burnout Among Salespeople: Some New Thoughts,” Journal of Business Research, 60 (12), 1216–1224.
   Google Scholar
• Low, George S., David W. Cravens, Ken Grant, and William C. Moncrief (2001), “Antecedents and Consequences of Salesperson Burnout,” European Journal of Marketing, 35 (5–6), 587–611.
   Google Scholar
• MacKinnon, David P. , Chondra M. Lockwood, Jeanne M. Hoffman, Stephen G. West, and Virgil Sheets (2002), “A Comparison of Methods to Test Mediation and Other Intervening Variable Effects,” Psychological Methods, 7 (1), 83–104.
   Google Scholar
• Maslach, Christina, and Susan E. Jackson (1981), “The Measurement of Experienced Burnout,” Journal of Occupational Behavior, 2 (2), 99–113.
   Google Scholar
• Moore, Kathleen A., and David J. Mellor (2003), “The Role of Management Consultation, Support, and Coping on Nurses’ Health During the Stress of Restructuring,” International Journal of Public Administration, 26 (14), 1621–1636.
   Google Scholar
• Nonis, Sarath A., and Jeffrey K. Sager (2003), “Coping Strategy Profles Used By Salespeople: Their Relationships with Personal Characteristics and Work Outcomes,” Journal of Personal Selling & Sales Management, 23, 2 (Spring), 139–150.
   Google Scholar
• Parkes, Katharine (1990), “Coping, Negative Affectivity, and the Work Environment: Additive and Interactive Predictors of Mental Health,” Journal of Applied Psychology, 75 (4), 399–409.
   Google Scholar
• Pearlin, Leaonard I. (1983), “Role Strains and Personal Stress,” in Psychological Stress: Trends in Theory and Research, H.B. Kaplan, ed., New York: Academic Press, 3–32.
   Google Scholar
• ———, and Carmi Schooler (1978), “The Structure of Coping,” Journal of Health and Social Behavior, 19 (1), 2–21.
   Google Scholar
• Pines, Ayala, Elliot Aronson, and Ditsa Kafry (1981), Burnout: From Tedium to Personal Growth, New York: Free Press.
   Google Scholar
• Porter, Stephen S., Frederic B. Kraft, and Cindy Claycomb (2003), “The Practice of Wellness Lifestyle in a Selling Environment: A Conceptual Exploration,” Journal of Personal Selling & Sales Management, 23, 3 (Summer), 191–204.
   Google Scholar
• Rijk, Angelique E. de, Pascale M. Le Blanc, Wilmar B. Schaufeli, and Jan de Jonge (1998), “Active Coping and Need for Control as Moderators of the Job Demand-Control Model: Effects on Burnout,” Journal of Occupational and Organizational Psychology, 71 (1), 1–18.
   Google Scholar
• Rizzo, John R., Robert J. House, and Sidney I. Lirtzman (1970), “Role Confict and Ambiguity in Complex Organizations,” Administrative Science Quarterly, 15 (2), 150–163.
   Google Scholar
• Sand, Gilbert, and Anthony D. Miyazaki (2000), “The Impact of Social Support on Salesperson Burnout and Burnout Components,” Psychology & Marketing, 17 (1), 13–26.
   Google Scholar
• Schachter, Stanley (1959), The Psychology of Affliation, Stanford, CA: Stanford University Press.
   Google Scholar
• Schwab, Richard L., Susan E. Jackson, and Randall S. Schuler (1986), “Educator Burnout: Sources and Consequences,” Educational Research Quarterly, 10 (3), 14–30.
   Google Scholar
• Singh, Jagdip (2000), “Performance Productivity and Quality of Frontline Employees in Service Organizations,” Journal of Marketing, 64 (2), 15–34.
   Google Scholar
• Singh, Jagdip, Jerry R. Goolsby, and Gary K. Rhoads (1994), Behavioral and Psychological Consequences of Boundary
   Google Scholar
• Spanning Burnout for Customer Service Representatives,” Journal of Marketing Research, 31 (4), 558–569.
   Google Scholar
• Snow, David L., Suzanne C. Swan, Chitra Raghavan, Christian M. Connell, and Ilene Klein (2003), “The Relationships of Work Stressors, Coping and Social Support to Psychological Symptoms Among Female Secretarial Employees,” Work & Stress, 17 (3), 241–263.
   Google Scholar
• Sobel, Michael E. (1982), “Asymptotic Confdence Intervals for Indirect Effects in Structural Equation Models,” in Sociological Methodology, Washington, DC: American Sociological Association, 290–312.
   Google Scholar
• Srivastava, Rajesh, and Jeffrey K. Sager (1999), “Infuence of Personal Characteristics on Salespeople’s Coping Style,” Journal of Personal Selling & Sales Management, 19, 2 (Winter), 47–57.
   Google Scholar
• Strutton, David, and James R. Lumpkin (1993), “The Relationship Between Optimism and Coping Styles of Salespeople,” Journal of Personal Selling & Sales Management, 13, 2 (Spring), 71–82.
   Google Scholar
• Strutton, David, and James R. Lumpkin (1994), “Problem- and Emotion-Focused Coping Dimensions and Sales Presentation Effectiveness,” Journal of the Academy of Marketing Science, 22 (1), 28–37.
   Google Scholar
• Strutton, David, Lou E. Pelton, and James R. Lumpkin (1995), “Personality Characteristics and Salesperson’s Choice of Coping Strategies,” Journal of the Academy of Marketing Science, 23 (2), 132–140.
   Google Scholar
• Tanner, Salla Toppinen, Raija Kalimo, and Pertti Mutanen (2002), “The Process of Burnout in White-Collar and Blue-Collar Jobs: Eight-Year Prospective,” Journal of Organizational Behavior, 23 (5), 555–574.
   Google Scholar
• Terry, Deborah J., Richard Rawle, and Victor J. Callan (1995), “The Effects of Social Support on Adjustment to Stress: The Mediating Role of Coping,” Personal Relationships, 2 (1), 97–124.
   Google Scholar
• Thoits, Peggy A. (1986), “Social Support as Coping Assistance,” Journal of Consulting and Clinical Psychology, 54 (4), 416–423.
   Google Scholar
• Thoits, Peggy A. (1995), “Stress, Coping, and Social Support Processes: Where Are We? What Next?” Journal of Health and Social Behavior, 35 (Extra Issue), 53–79.
   Google Scholar
• Van Emmerik, I.J. Hetty (2002), “Gender Differences in the Effects of Coping Assistance on the Reduction of Burnout in Academic Staff,” Work & Stress, 16 (3), 251–263.
   Google Scholar
• Wilk, Stephanie L., and Lisa M. Moynihan (2005), “Display Rule ‘Regulators’: The Relationship Between Supervisors and Worker Emotional Exhaustion,” Journal of Applied Psychology, 90 (5), 917–927.
   Google Scholar
• Winstanley, Sue, and Richard Whittington (2002), “Anxiety, Burnout, and Coping Styles in General Hospital Staff Exposed to Workplace Aggression: A Cyclical Model of Burnout and Vulnerability to Aggression,” Work & Stress, 16 (4), 302–315.
   Google Scholar