Some Correlates of Experienced Job Stress: A Boundary Role Study

Abstract

Bank branch employees and customers from 23 branches of a large commercial bank responded to questionnaires designed to assess issues regarding employee perceptions of management's orientation to service and employees' own orientation to service. A causal relationship was evidenced between service orientation discrepancy, role stress, and employee outcomes. Positive employee outcomes were found to be significantly related to customers' perception of service quality.