Serving multiple masters: role conflict experienced by service employees

Volume: 16, Issue: 1, Pages: 70 - 87
Published: Feb 1, 2002
Abstract
Customer‐contact employees are a critical asset of service organizations due to the interactive nature of service delivery. Customer‐contact employees are boundary spanners who attempt to serve both internal and external constituents. Attempting to serve two masters can result in role conflict and the present effort presents and tests a framework for understanding possible antecedents and consequences of such role conflict. Survey data collected...
Paper Details
Title
Serving multiple masters: role conflict experienced by service employees
Published Date
Feb 1, 2002
Volume
16
Issue
1
Pages
70 - 87
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