The Effects of Service Employees&#039; Role Ambiguity and Role Conflict on Extra-Role Pro-Social Behavior: The Mediating Roles of Psychological Empowerment &amp; Burnout (서비스종사원의 역할모호성과 역할갈등이 비규정 친고객 행동에 미치는 영향*- 심리적 임파워먼트와 탈진감의 매개효과 - )

Wha-In Lee (이화인)

The Effects of Service Employees' Role Ambiguity and Role Conflict on Extra-Role Pro-Social Behavior: The Mediating Roles of Psychological Empowerment & Burnout

Journal of Tourism Sciences
Abbr : JTS
2010, 34(2), pp.371-390
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Wha-In Lee ¹

¹경기대학교

Accredited

ABSTRACT

This study investigated the antecedents of service employees' customer oriented boundary spanning behavior called 'extra-role pro-social behavior'. It also proposed and tested the links between role stress manifested by role conflict and role ambiguity and extra-role pro-social behavior. Data were collected from 361 employees working at the service sector such as hotel, travel agency, and casino from March to May 2009. The results indicated that role conflict and ambiguity had significant suppressing effects on psychological empowerment which eventually results in the decrease of service providers' voluntary pro-customer behavior. This study also found a significant mediating effect of burnout between psychological empowerment and extra- role pro-social behavior. Several practical implications and the limitations of this study were also discussed.

KEYWORDS

Role ambiguity, Role conflict, Extra-role pro-social behavior, Psychological empowerment, Burnout

Citation status

* References for papers published after 2023 are currently being built.

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Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7

The Effects of Service Employees' Role Ambiguity and Role Conflict on Extra-Role Pro-Social Behavior: The Mediating Roles of Psychological Empowerment & Burnout

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* References for papers published after 2023 are currently being built.

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7

The Effects of Service Employees' Role Ambiguity and Role Conflict on Extra-Role Pro-Social Behavior: The Mediating Roles of Psychological Empowerment & Burnout

ABSTRACT

KEYWORDS

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* References for papers published after 2023 are currently being built.