Managing multiple demands: Examining the behaviors of customer-contact workers in service industries

Persistent Link:
http://hdl.handle.net/10150/291991
Title:
Managing multiple demands: Examining the behaviors of customer-contact workers in service industries
Author:
Weatherly, Kristopher Allen, 1964-
Issue Date:
1991
Publisher:
The University of Arizona.
Rights:
Copyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.
Abstract:
This thesis presents the results of two field studies: a preliminary qualitative ethnographic study and an empirical field survey. The research investigated the strategies used by customer-contact workers in service industries when they experience role stress. Four strategies emerged: effort, negotiation, preempting, and avoiding. Negotiation was positively related to role conflict and role ambiguity. Job satisfaction was positively related to effort and negatively related to avoiding. Implications of the findings for service industry managers and researchers are discussed.
Type:
text; Thesis-Reproduction (electronic)
Keywords:
Business Administration, Marketing.; Psychology, Social.; Business Administration, Management.; Psychology, Industrial.
Degree Name:
M.S.
Degree Level:
masters
Degree Program:
Graduate College; Management and Policy
Degree Grantor:
University of Arizona
Advisor:
Tansik, David A.

Full metadata record

DC FieldValue Language
dc.language.isoen_USen_US
dc.titleManaging multiple demands: Examining the behaviors of customer-contact workers in service industriesen_US
dc.creatorWeatherly, Kristopher Allen, 1964-en_US
dc.contributor.authorWeatherly, Kristopher Allen, 1964-en_US
dc.date.issued1991en_US
dc.publisherThe University of Arizona.en_US
dc.rightsCopyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.en_US
dc.description.abstractThis thesis presents the results of two field studies: a preliminary qualitative ethnographic study and an empirical field survey. The research investigated the strategies used by customer-contact workers in service industries when they experience role stress. Four strategies emerged: effort, negotiation, preempting, and avoiding. Negotiation was positively related to role conflict and role ambiguity. Job satisfaction was positively related to effort and negatively related to avoiding. Implications of the findings for service industry managers and researchers are discussed.en_US
dc.typetexten_US
dc.typeThesis-Reproduction (electronic)en_US
dc.subjectBusiness Administration, Marketing.en_US
dc.subjectPsychology, Social.en_US
dc.subjectBusiness Administration, Management.en_US
dc.subjectPsychology, Industrial.en_US
thesis.degree.nameM.S.en_US
thesis.degree.levelmastersen_US
thesis.degree.disciplineGraduate Collegeen_US
thesis.degree.disciplineManagement and Policyen_US
thesis.degree.grantorUniversity of Arizonaen_US
dc.contributor.advisorTansik, David A.en_US
dc.identifier.proquest1346750en_US
dc.identifier.bibrecord.b27280755en_US
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