A Study of Service Worker Burnout in Russia

  • Michel RodEmail author
  • Nicholas J. Ashill
  • Tanya Gibbs


This study extends previous research on the antecedents and outcomes of frontline employee (FLE) burnout by empirically testing a job demand stress—strain (burnout)—job performance model using data from a large Russian retail bank. Contrary to findings from North American-Western research, the study findings show that burnout plays no mediating role in the job demand stressors—job performance relationship. Implications of the results are discussed and future research avenues are offered.


Emotional Exhaustion Role Conflict Role Ambiguity Average Variance Extract Frontline Employee 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.



This research was supported in part by a faculty research grant from the School of Business and Management at the American University of Sharjah.


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Web References

  1. Accessed 11 Apr 2013.

Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  1. 1.Sprott School of Business, Carleton UniversityOttawaCanada
  2. 2.School of Business and Management, American University of SharjahSharjahUnited Arab Emirates

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