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Using data from frontline hospital employees (FHEs) in a major New Zealand public hospital, this study expands previous research on the relationship between job demand stressors and burnout, and examines the role of customer orientation (CO) as an organisational level variable in the burnout process. The study results show that burnout symptoms partially mediate the effects of job demand stressors on FHEs self-evaluation of their ability to do their job. Besides having a direct negative impact on depersonalisation and reduced personal accomplishment, CO also buffers the dysfunctional effects of job demand stressors on reduced personal accomplishment as well as the dysfunctional effects of emotional exhaustion on depersonalisation. Implications of the results are discussed and future research avenues are offered. [ABSTRACT FROM PUBLISHER]

Purpose – The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents. This is achieved by comparing the magnitude of the relationships in the sequence of customer stressors →; emotional exhaustion →; depersonalization →; reduced personal accomplishment across a sample of inbound and outbound call centre agents working in a large retail bank call centre in New Zealand. Design/methodology/approach – Data were collected from inbound and outbound call centre agents of a large retail bank call centre in New Zealand via a self-administered survey questionnaire electronically distributed to all 195 call centre agents working in the bank's two call centre locations. Data obtained from the call centre agents were analysed using the SEM-based partial least squares (PLS) methodology. Findings – The findings of the study reveal significant differences between inbound and outbound call centre agents in terms of the extent to which emotional exhaustion impacts depersonalisation as well as the extent to which depersonalisation influences feelings of reduced personal accomplishment. Practical implications – The research advances understanding of differences in the burnout process as perceived by inbound versus outbound call centre agents. Call centre management might consider improving the work environment to bring about greater job discretion/autonomy, greater job variety and performance monitoring in order to attenuate the stronger impact of these relationships in an inbound context. Originality/value – These findings extend our understanding of these phenomena in the largely unexplored yet important context of call centre agent-customer interaction in specifically highlighting differences between inbound and outbound call centre agent burnout. [ABSTRACT FROM AUTHOR]

Purpose - This study aims to develop and test a comprehensive model that begins with management commitment/concern and progresses through intermediate links of service climate and in-role frontline employee (FLE) performance to customer satisfaction and eventually to sales performance. Design/methodology/approach - Branches of a major retail bank in New Zealand serve as the study setting. Data pertaining to management commitment/concern and service climate were collected using an intranet survey distributed to the branch employees, and customer satisfaction data were gathered via mail questionnaires from the branch customers. Objective measures of in-role FLE performance and sales performance were provided by the bank from corporate records. Findings - Results showed that management commitment/concern was significantly related to service climate; service climate to in-role FLE performance; in-role FLE performance to customer satisfaction; and customer satisfaction to branch sales. Research limitations/implications - Testing viability of the model in other service sectors would be fruitful. Practical implications - Since service climate has a direct positive influence on FLEs' in-role performance, branch management should focus on creating a positive service climate by taking the necessary actions to improve training, rewards and technological support. Originality/value - The study uses an objective in-role performance measure in measuring branch employees' performance. [ABSTRACT FROM AUTHOR]

Purpose - This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance. Design/methodology/approach - In this study, call centre FLEs completed a self-administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53. Findings - The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE service recovery performance. Research limitations/implications - Limitations of the study include the generalisability of the findings within one organisational context. Suggestions for future research include an examination of other personality traits specific to FLE jobs such as customer orientation. Practical implications - The research advances understanding of the relationships between role stressors, emotional exhaustion, depersonalisation, job resourcefulness as a situational personality trait and FLE service recovery performance in a call centre environment. The findings highlight the value of job resourceful FLEs, and suggest a number of practical implications for the identification, recruitment and retention of call centre FLEs. Originality/value - No attention has been given to examining the role of situational personality traits and their effect on the burnout process. By extending previous research on the relationship between role stressors and burnout symptoms, this study investigates the impact of job resourcefulness in the burnout process and in influencing the service recovery performance efforts of call centre FLEs directly. [ABSTRACT FROM AUTHOR]

This study investigates which aspect of a service (core or relational) is more instrumental in inducing higher customer satisfaction and more positive behavioral outcomes among male and female bank customers. A large-scale survey of the customers of a national bank in New Zealand serves as the study setting. Results are presented and their implications to induce greater customer satisfaction and favorable outcomes are discussed. Avenues for future research are offered. [ABSTRACT FROM AUTHOR]

Very little attention has been given to understand the antecedents of service recovery performance in a public healthcare setting. In this study, a cross-sectional survey investigates a model of service recovery performance. Frontline hospital employees completed a self-administered questionnaire on how factors characterising management commitment to service quality (MCSQ) affect their service recovery efforts. The results suggest the influence of MCSQ is mediated by frontline employees' affective commitment to their hospital. The research advances understanding of frontline service recovery performance in a public healthcare setting and the findings indicate that public healthcare managers can take actions on a number of fronts to assist progress towards the achievement of frontline service recovery excellence. [ABSTRACT FROM AUTHOR]

With increasing recognition being given to the importance of organizational boundary spanning activity, there is an associated need to determine, and ultimately manage, the stress experienced by those occupying boundary positions. Despite widespread acknowledgement of the individual and organizational consequences of employee stress, research considering the stress experienced by boundary role incumbents has been limited to one key set of influences commonly termed “role stressors.” Additionally, there has been little direct consideration given to those factors or processes that precede, and ultimately determine, the design and implementation of targeted stress management programmes. Using a multiple case study research design, we present findings suggesting that boundary spanning employees are subject to a multitude of work-related stressors. Moreover, a large number of factors are identified that influence managerial responses to these stressors. These factors can be distinguished according to whether they influence managerial perceptions of the need for intervention, or the subsequent design and delivery of a potential solution. [ABSTRACT FROM PUBLISHER]

Presents a study which examined the organization of the marketing function in the financial services sector in New Zealand. Research approach; Results; Discussion.

It is widely recognised that many sports organisations rely heavily on income from corporate sponsorship. This paper selectively discusses the literature examining sponsorship, following the approach of Lynall et al. (2003). The paper adopts a meta-framework that encompasses multiple framing to develop complementary views and multiple theoretical perspectives of the nature of sponsorship. Using a major New Zealand sports event as an illustration, we suggest that insights about the nature of sponsorship can be better understood through the mutually informing use of multiple frames as methodology and the development of mutually informing insights arising from different perspectives. A future research agenda is also proposed. [ABSTRACT FROM AUTHOR]