서비스종사원의 역할모호성과 역할갈등이 비규정 친고객 행동에 미치는 영향

The Effects of Service Employees' Role Ambiguity and Role Conflict on Extra-Role Pro-Social Behavior: The Mediating Roles of Psychological Empowerment & Burnout

This study investigated the antecedents of service employees' customer oriented boundary spanning behavior called 'extra-role pro-social behavior'. It also proposed and tested the links between role stress manifested by role conflict and role ambiguity and extra-role pro-social behavior. Data were collected from 361 employees working at the service sector such as hotel, travel agency, and casino from March to May 2009. The results indicated that role conflict and ambiguity had significant suppressing effects on psychological empowerment which eventually results in the decrease of service providers' voluntary pro-customer behavior. This study also found a significant mediating effect of burnout between psychological empowerment and extrarole pro-social behavior. Several practical implications and the limitations of this study were also discussed.