Managing multiple demands: Examining the behaviors of customer-contact workers in service industries
Issue Date
1991Keywords
Business Administration, Marketing.Psychology, Social.
Business Administration, Management.
Psychology, Industrial.
Advisor
Tansik, David A.Metadata
Show full item recordPublisher
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
textThesis-Reproduction (electronic)
Degree Name
M.S.Degree Level
mastersDegree Program
Graduate CollegeManagement and Policy