Socio-emotional and operational demands on service employees

Lings, Ian; Durden, Geoffrey R.; Lee, Nick; Cadogan, John W.

doi:10.1016/j.jbusres.2014.04.022

Cited by 41 publications

(30 citation statements)

References 61 publications

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“…The results demonstrated that most method based factor loadings were statistically non-significant, and the average variance of the items was 0.79 compared to the average method based variances of 0.004. Hence, it can be confirmed that common method bias is unlikely to be a significant issue in this study (Liang et al, 2007;Lings et al, 2014). The targeted SMEs came from various manufacturing sectors including food, beverage, tobacco, textile and clothing, metal products, wood and paper products, furniture and other manufacturing.…”

Section: Methodsmentioning

confidence: 55%

Export promotion programmes and SMEs’ performance

Haddoud

Jones

Newbery

2017

JSBED

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Purpose-The purpose of this study is to investigate the network promotion role of export promotion programmes in driving SMEs' export performance. Design/methodology/approach-Drawing on a dual institutional and network based approaches to internationalisation, the study tests an integrative model that explores the mediating role of SMEs' relationships quality in the link between Government Export Promotion Programmes (both informational and experiential forms) and export performance. The model was tested using a sample of 160 UK small and medium exporter firms. The data were analysed through a structural equation modelling technique. Findings-The study finds that whilst both informational and experiential export promotion programmes improved all forms of SMEs' relationships, only experiential forms had an indirect effect on export performance. Further, only relationships quality with foreign buyers had a positive impact on export performance. Research limitations/implications-The results of this research provide directions for export promotion organisations in targeting their network support provision and for SMEs in utilising such a support. The study calls for similar research in different contexts to validate the proposed model. Originality/value-This study brings novel findings to the extant literature by conceptualising and validating the importance of the "network promotion" element of export promotion programmes.

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Section: Methodsmentioning

confidence: 55%

Export promotion programmes and SMEs’ performance

Haddoud

Jones

Newbery

2017

JSBED

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“…Not being cognizant of this stressor and not providing employees with coping skills or with the opportunity to debrief from high emotional demands can cause a risk to the well-being of employees, specifically in occupations such as call centres, where dealing directly with customers is a daily requirement of the job. Lings, Durden, Lee, and Cadogan (2014) also confirmed that different socio-emotional demand constructs act to increase burnout symptoms when displayed emotions are incongruent with felt emotions or with service norms.…”

Section: Discussionmentioning

confidence: 78%

Exploring demands from the perspective of employees identified as being at risk of burnout

Gauche

Beer

Brink

2017

International Journal of Qualitative Studies on Health and Well

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Purpose: Burnout has become an occupational health concern. However, little is known about the experiences of individuals identified as being at risk of burnout. This study aimed to address this gap by exploring employees’ experiences of well-being who were identified as burnout risks.Method: Interviews were conducted with 26 employees who agreed to participate in the study. A phenomenological approach was taken, with a case study design as the research strategy.Results: Three major themes were identified: job demands, life demands, and health concerns. It was evident that participants were experiencing demanding conditions in both their work and personal lives, indicating burnout to be a multi-domain phenomenon.Conclusions: Professionals and managers should take note of these results to assist and support employees who are identified as being at risk of burnout.

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“…Troisièmement, les femmes ne sont pas affectées par aucun des facteurs testés, sauf dans le cas du cynisme qui est plus important dans la catégorie professionnelle des personnels et ouvriers non qualifiés. On peut en déduire que les facteurs qui contribuent à la santé mentale chez les travailleuses se trouvent dans d'autres conditions du travail, telle que les demandes émotionnelles qui caractérisent notamment les métiers de relation d'aide ou de service à la clientèle et qui ont été associées aux symptômes de santé mentale [25][26][27] , soit dans la sphère familiale ou personnelle, voire aux confins de la conciliation travail-famille. Du côté des hommes, c'est dans la catégorie professionnelle des personnels et ouvriers non qualifiés que les hommes connaissent des niveaux plus élevés de dépression, d'épuisement, de cynisme et d'inefficacité professionnelle.…”

Section: Discussionunclassified

Genre, âge, catégorie professionnelle, secteur économique et santé mentale en milieu de travail: les résultats de l’étude SALVEO

Marchand

Blanc

Durand

2015

Can J Public Health

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Results from the SALVEO study highlight important mental health problems in workers that vary between workplaces, and that differences in symptomatology are associated with gender, age, occupation and economic sector. Gender reveals differentiated profiles of relationships. These results point towards the development of targeted approaches to the prevention of and intervention on mental health problems in workplaces.

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Socio-emotional and operational demands on service employees

Cited by 41 publications

References 61 publications

Export promotion programmes and SMEs’ performance

Export promotion programmes and SMEs’ performance

Exploring demands from the perspective of employees identified as being at risk of burnout

Genre, âge, catégorie professionnelle, secteur économique et santé mentale en milieu de travail: les résultats de l’étude SALVEO

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