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 employee's 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.