Occupational Stress, Social Support, and the Costs of Health Care.

Manning, Michael R.; Jackson, Conrad N.; Fusilier, Marcelline R.

doi:10.2307/256662

Cited by 85 publications

(16 citation statements)

References 14 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…After recovering frustrated customers from an unfavourable service experience, the front-line employees need to give care and support in such a way that it reduces the feeling of helpfulness. The management must display empathy and apprehension for the recovery problems and through this provide social support to moderate the negative stress effects among the frontline employees (Manning, Jackson, and Fusilier 1996).…”

Section: Managerial Implicationsmentioning

confidence: 99%

Negative emotions and their effect on customer complaint behaviour

Tronvoll¹

2011

Journal of Service Management

136

106

View full text Add to dashboard Cite

Purpose: This study investigates pre-complaint situations and has a threefold purpose: (i) to identify a set of negative emotions experienced in unfavourable service experiences, (ii) to examine the patterns of these negative emotions and (iii) to link these negative emotions to complaint behaviour. Design/methodology/approach: To fulfil the threefold purpose previously outlined, the study uses a combination of qualitative and quantitative methodologies. A critical incident technique is applied. The empirical data are derived from 25 in-depth interviews and the results of a questionnaire survey of 3104 respondents. Findings: Twenty observed negative emotions are reduced to a second-order construct with five latent categories of negative emotions: (i) shame, (ii) sadness, (iii) fear, (iv) anger and (v) frustration. These categories coincide with three categories of negative emotions in the agency dimension: (i) other-attributed, (ii) self-attributed and (iii) situational-attributed. The study finds that the negative emotion of frustration is the best predictor for complaint behaviour towards the service provider. Research limitations/implications:The results are limited by the fact that the data are entirely self-reported. Moreover, the generalisabilty of the results is limited by the fact that the findings relate to one service industry in one country. Originality/value: The study provides a comprehensive conceptual understanding of both pre-complaint negative emotions and how these emotions affect customer complaint behaviour.

show abstract

Section: Managerial Implicationsmentioning

confidence: 99%

Negative emotions and their effect on customer complaint behaviour

Tronvoll¹

2011

Journal of Service Management

136

106

View full text Add to dashboard Cite

show abstract

“…Strains that fall under this category are of considerable importance to both individual employees and also to organizations; in the former case this is due to the potential impact on wellbeing, while in the latter case it is likely due to the impact on health care and related costs (Manning, Jackson, & Fusilier, 1996). By far the most common method of measuring physical strain has been through the use of self-report physical symptom inventories (e.g., Spector & Jex, 1998).…”

Section: Physical Strainsmentioning

confidence: 99%

Older Workers, Occupational Stress and Safety

Adams¹,

DeArmond²,

Jex³

et al. 2013

The SAGE Handbook of Aging, Work and Society

View full text Add to dashboard Cite

“…Other variables like age r (170) ¼ À0.12, marital status r (170) ¼ 0.08, organizational tenure r (170) ¼ 0.03, and managerial tenure, r (170) ¼ À0.04, were not significantly related to mental health. However, the causal interpretation of this correlational data must be viewed with caution, for the reason that age and educational characteristics have been found in other studies to confound the stress illness relationship (e.g., Lim and Thompson, 1996;Manning et al, 1996;Wells, 1982). There was therefore the need to control for these variables which are not of interest in the current study.…”

Section: Results Analysismentioning

confidence: 86%

Influence of occupational stress on the mental health of Ghanaian professional women

Sackey

Sanda

2009

International Journal of Industrial Ergonomics

View full text Add to dashboard Cite

a b s t r a c tManagerial women experience a number of work-related stressors which produce strain symptoms that function as predictors of their ill-health in organizations. This finding is made from a study that examined the existing relationships among job characteristics symptoms of stress, and the development of health outcomes (depression, anxiety and physical symptoms) among women in lower and middle management positions in some organizations in Ghana. The stratified and simple random sampling procedure was used to select the study participants which numbered 170 female managers. Data was collected using both questionnaires and interviews, and analyzed using the Occupational Stress Indicator, the Depression, Anxiety and Stress Scale, and the Beck's Anxiety Inventory. It is concluded that since work-related stressors are predictors of women managers' ill-health in the work environment, organizations should be aware of the stressors in order to be able to guard against the deterioration of job performances of their women managers. Relevance to Industry: This study highlights the high prices organizations pay for the work-related stresses their women managers experience at the workplace, which impact negatively on their mental health, and by implication their productivity. Recommendations made can be used to enhance the managerial capacity and productivity of female managers at the workplace.

show abstract

Occupational Stress, Social Support, and the Costs of Health Care.

Cited by 85 publications

References 14 publications

Negative emotions and their effect on customer complaint behaviour

Negative emotions and their effect on customer complaint behaviour

Older Workers, Occupational Stress and Safety

Influence of occupational stress on the mental health of Ghanaian professional women

Contact Info

Product

Resources

About