A Study of Service Worker Burnout in Russia
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.
KeywordsEmotional Exhaustion Role Conflict Role Ambiguity Average Variance Extract Frontline Employee
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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