publication . Article . 2017

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

Sahadev, S; Purani, K; Panda, T;
Open Access English
  • Published: 03 Jan 2017
  • Publisher: Emerald
  • Country: United Kingdom
Abstract
The research aims to explore the relationships between managerial control strategies, role stress and employee adaptiveness among call center employees.\ud 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.\ud 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 ...
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