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

Cross-National Model of Job-Related utcomes of Work Role and Family Role Variables: A Retail Sales Context Richard G. Netemeyer University of Virginia Thomas Brashear-Alejandro University of Massachusetts-Amherst James S. Boles Georgia State University This article proposes a model ofjob-related outcomes of as poor performance, job dissatisfaction, and turnover are four role variables in a retail sales context: work-family costly as expenses due to recruiting, training, lost produc- conflict (WFC),family-work conflict (FWC), work role tivity, and managerial time devoted to substandard conflict (RC), and work role ambiguity (RA). Wetested the employees can be excessive. Furthermore, the marketing applicability of the model with three cross-national sam- and customer-value chain literatures strongly suggest that ples, that is, the United States, Puerto Rico, and Romania, customer satisfaction and retention are partially based on and the results revealed that the models measures and ef- the customer-sales agent interface, where dissatisfied fects are mostly similar across samples. It was alsoposited agents may provide poor customer service. Thus, dissatis- and mostly supported that the effects that WFC and FWC fied and poor-performing retail salespeople can affect cus- have on thejob-related outcomes are greater than the ef- tomer satisfaction and loyalty (Hartline, Maxham, and fects of RC and RA. Implications concerning the effects of McKee 2000). From an international perspective, such role variables for international retail managers are outcomes are paramount as a primary difficulty for inter- offered. national