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

Sahadev, S; Purani, K; Panda, T

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.

Citation

Sahadev, S., Purani, K., & Panda, T. (2017). Service employee adaptiveness : exploring the impact of role-stress and managerial control approaches. Employee Relations, 39(1), 54-78. https://doi.org/10.1108/ER-11-2015-0213

• Journal Article Type: Article
• Acceptance Date: Oct 20, 2016
• Online Publication Date: Jan 3, 2017
• Publication Date: Jan 3, 2017
• Deposit Date: Jan 3, 2017
• Publicly Available Date: Sep 26, 2017
• Journal: Employee Relations
• Print ISSN: 0142-5455
• Publisher: Emerald
• Volume: 39
• Issue: 1
• Pages: 54-78
• DOI: https://doi.org/10.1108/ER-11-2015-0213
• Publisher URL: http://dx.doi.org/10.1108/ER-11-2015-0213
• Related Public URLs: http://www.emeraldinsight.com/loi/er