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ABSTRACT The current work contributes to the front line employee (FLE) performance literature by utilizing a Job Demands-Resources perspective to delineate the effect of productivity propensity on job stressors, work… Click to show full abstract
ABSTRACT The current work contributes to the front line employee (FLE) performance literature by utilizing a Job Demands-Resources perspective to delineate the effect of productivity propensity on job stressors, work engagement, and job outcomes while including the effects of a job resource, supervisor support, and a moderating condition of job demands, customer workload. The results support several hypotheses and reveal that the effects of the construct on role perceptions are moderated by customer workload and that it affects job performance. The holistic nature of the full JD/R approach allows for stronger statements to be made regarding the contribution of the construct to the FLE performance literature.
Journal Title: Journal of Marketing Theory and Practice
Year Published: 2020
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