If you need an accessible version of this item please contact JSTOR User Support

Employee Behavior in a Service Environment: A Model and Test of Potential Differences between Men and Women

Barry J. Babin and James S. Boles
Journal of Marketing
Vol. 62, No. 2 (Apr., 1998), pp. 77-91
DOI: 10.2307/1252162
Stable URL: http://www.jstor.org/stable/1252162
Page Count: 15
  • Download PDF
  • Cite this Item

You are not currently logged in.

Access your personal account or get JSTOR access through your library or other institution:

login

Log in to your personal account or through your institution.

If you need an accessible version of this item please contact JSTOR User Support
Employee Behavior in a Service Environment: A Model and Test of Potential Differences between Men and Women
Preview not available

Abstract

The authors examine the attitudes and behaviors of employees who provide frontline service and address the extent to which relationships vary among male and female employees. The overall model predicts effects of role stress and work/nonwork conflict on customer-contact employees' job performance, job and life satisfaction, and quitting intent. Results of structural equations modeling suggest an important role for work/nonwork conflict overall as well as two areas of interesting variation across gender. Specifically, multisample structural equations analyses suggest that role stress affects female service providers' job performance more negatively than it does males', and that job satisfaction is related more highly to quitting intent among males. Overall, results suggest interesting similarities and differences across gender.

Page Thumbnails

  • Thumbnail: Page 
77
    77
  • Thumbnail: Page 
78
    78
  • Thumbnail: Page 
79
    79
  • Thumbnail: Page 
80
    80
  • Thumbnail: Page 
81
    81
  • Thumbnail: Page 
82
    82
  • Thumbnail: Page 
83
    83
  • Thumbnail: Page 
84
    84
  • Thumbnail: Page 
85
    85
  • Thumbnail: Page 
86
    86
  • Thumbnail: Page 
87
    87
  • Thumbnail: Page 
88
    88
  • Thumbnail: Page 
89
    89
  • Thumbnail: Page 
90
    90
  • Thumbnail: Page 
91
    91