On the front lines: Stress, conflict, and the customer service provider

Previous marketing research examines role stress (role conflict and role ambiguity) as an antecedent of job satisfaction across a range of professional marketing contexts. Recently, research has begun to address the impact of nonwork factors on employee job satisfaction. For the most part, however, this research ignores the front line service providers who, given their key role in building customer satisfaction and relationships, are immensely...