Service employee adaptiveness : exploring the impact of role-stress and managerial control approaches

Sahadev, S, Purani, K and Panda, T 2017, 'Service employee adaptiveness : exploring the impact of role-stress and managerial control approaches' , Employee Relations, 39 (1) , pp. 54-78.

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Abstract

The research aims to explore the relationships between managerial control strategies, role stress and employee adaptiveness among call center employees. Based on a conceptual model, a questionnaire based survey methodology is adopted. Data was collected from call center employees in India and the data was analysed through PLS methodology. The study finds that Outcome control and activity control increase role stress while capability control does not have a significant impact. The interaction between outcome control and activity control also tends to impact role stress of employees. Role stress felt by employees have significant negative impact on employee adaptiveness The sampling approach was convenience based affecting the generalizability of the results. The papers provides guidelines for utilising managerial control approaches in a service setting. The paper looks at managerial control approaches in a service setting – a topic not quite researched before.

Item Type: Article
Schools: Schools > Salford Business School > Salford Business School Research Centre
Journal or Publication Title: Employee Relations
Publisher: Emerald
ISSN: 0142-5455
Related URLs:
Funders: Non funded research
Depositing User: S Sahadev
Date Deposited: 03 Jan 2017 10:04
Last Modified: 09 Aug 2017 01:03
URI: http://usir.salford.ac.uk/id/eprint/41102

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