James S. Boles

Development and Validation of Work-Family Conflict and Family-Work Conflict Scales

Researchers report on a 3-sample study that developed and validated short, self-report scales of work-family conflict (WFC) and family-work conflict (FWC). Using conceptualizations consistent with the current literature, the researchers offer content domains and definitions of the constructs. Advocated procedures were used to develop the scales and test dimensionality and internal consistency. Estimates of construct validity are presented by relating the scales to 16 other on- and off-job constructs. Mean-level difference tests between WFC and FWC also provide evidence of validity.

The Effects of Perceived Co-Worker Involvement and Supervisor Support on Service Provider Role Stress, Performance and Job Satisfaction

Abstract Clearly, retail employees affect retail performance. Yet, organizational theory shows disproportionately little interest in retail employees. This research addresses key aspects of a retail employees work environment, or ‘climate,’ and how these perceptions influence work-related outcomes. Specifically, a causal modelling approach tests relationships among front-line service providers. Results suggest that employee perceptions of co-worker involvement and supervisory support can reduce stress and increase job satisfaction. Other results indicate a positive relationship between role conflict and job performance, a positive relationship between job performance and job satisfaction, and that job performance mediates effects of role stress on satisfaction.

AN INVESTIGATION INTO THE ANTECEDENTS OF ORGANIZATIONAL CITIZENSHIP BEHAVIORS IN A PERSONAL SELLING CONTEXT

The authors report the results of two studies that attempt to model antecedents of organizational citizenship behaviors in a personal selling context. They draw the antecedents from extant research...

EMPLOYEE BEHAVIOR IN A SERVICE ENVIRONMENT: A MODEL AND TEST OF POTENTIAL DIFFERENCES BETWEEN MEN AND WOMEN

The authors examine the attitudes and behaviors of employees who provide frontline service and address the extent to which relationships vary among male and female employees. The overall model pred...

A cross-national model of job-related outcomes of work role and family role variables: A retail sales context

This article proposes a model of job-related outcomes of four role variables in a retail sales context: work-family conflict (WFC), family-work conflict (FWC), work role conflict (RC), and work role ambiguity (RA). We tested the applicability of the model with three cross-national samples, that is, the United States, Puerto Rico, and Romania, and the results revealed that the models measures and effects are mostly similar across samples. It was also posited and mostly supported that the effects that WFC and FWC have on the job-related outcomes are greater than the effects of RC and RA. Implications concerning the effects of role variables for international retail managers are offered.

An Empirical Test of Trust-Building Processes and Outcomes in Sales Manager–Salesperson Relationships:

This study examines three trust-building processes and outcomes in sales manager-salesperson relationships. This study, based on a sample of more than 400 business-to-business salespeoples from a variety of industries, shows two trust-building processes (predictive and identification) to be significantly related to salesperson trust in the sales manager. Interpersonal trust was found to be most strongly related to shared values and respect. Trust was directly related to job satisfaction and relationalism, and indirectly related to organizational commitment and turnover intention.

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

Abstract 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 important in many business settings. In this study, a model is developed and tested that posits work-family conflict as a partial mediator of the role stress-job satisfaction relationship. Empirical results suggest that increased role conflict and role ambiguity diminish job satisfaction both directly and indirectly, such that the true effect of these important role constructs may not be understood without a consideration of work/family conflict. Results are contrasted with those from other work domains, and implications for marketing managers are discussed.

An Examination of the Relationships between Retail Work Environments, Salesperson Selling Orientation-Customer Orientation and Job Performance

This research examines the relationship between three organizational level constructs and salesperson’s selling orientation-customer orientation (SOCO) in an in-store retail setting. Respondents represent a wide variety of retail firms. A firm’s customer orientation, centralization, and employee perceptions of support from individuals in the organization were significantly related to customer orientation, selling orientation, or both. Firm level customer orientation and perceptions of work environment support were positively related to a salesperson’s degree of customer orientation and negatively related to selling orientation. Centralization was positively related to selling orientation but not to customer orientation. Customer orientation was positively related to performance, while selling orientation was not related.

Representing the Perceived Ethical Work Climate among Marketing Employees

This research develops and tests a measurement model representing the ethical work climate of marketing employees involved in sales and/or service-providing positions. A series of studies are used to identify potential items and validate four ethical-climate dimensions. The four dimensions represent trust/responsibility, the perceived ethicalness of peers’ behavior, the perceived consequences of violating ethical norms, and the nature of selling practices as communicated by the firm. Both first- and second-order levels of abstraction are validated. Relationships with role stress, job satisfaction, and organizational commitment are described and discussed. The scale is unique from previous attempts in its scope, intended purpose (marketing employees), the validation procedures, and in that it is not scenario dependent. The results suggest the usefulness of the marketing ethical climate construct in both developing theory and in providing advice for marketing practice.

Interrelationships of Role Conflict, Role Ambiguity, and Work–Family Conflict with Different Facets of Job Satisfaction and the Moderating Effects of Gender

The effects of role conflict, role ambiguity, and work–family conflict on overall salesperson job satisfaction have been examined in previous studies across work settings. Less attention has been given to the interrelationships between role conflict, role ambiguity, and work–family conflict with various facets of job satisfaction. The moderating role of gender has also received relatively little attention in the sales force management literature than it may warrant. In a study of 129 business-to-business salespeople, it was found that the relationships of work-related role stress and work–family conflict were different for the various facets of job satisfaction. Further, there were significant differences among these relationships between male and female salespeople. Sales management implications of these findings are presented and topics for future research are identified