Employee Behavior in a Service Environment

Employee Behavior in a Service Environment

The article was written by professors Barry Babin from the University of Southern Mississippi and James B. from the University of Georgia State. Babin and Boles in this study try to examine the conducts and attitudes of workers who provide services while addressing the degree to which relations vary between men and women in the workplace. Even in day to day activities men and females have very different roles in society no matter the position or occupation they are occupying (Babin & Boles, 1998, p.1).

The study alludes to earlier research done on a stress-related market study which stipulates that the customer-contact services in the industry have a critical role to play especially in the service-oriented industries such as hotels, restaurants, and venues among others. They aid in implementing tactical marketing choices and form a platform where employees and clients interact. Their performance can be used to evaluate the quality of a firm’s marketing quality. In employee behavior study, some aspects driving the same are usually overlooked such as gender (Babin & Boles, 1998, p.1).

The study describes how men and women employees cope and respond differently to events in the workplace. The article addresses issues such as gender-related differences and how they are affected by different levels of factors particularly job satisfaction and role stress. Researching on the crucial role of employees in linking an organization to its employees has been stated to be under-researched. It is imperative to know what affects their satisfaction, quitting intents and performance. So, this study tends to focus on another construct that is usually not considered during research that is: differences in relations across gender rather than differences in levels of key constructs across gender.

The study uses two related constructs that include role ambiguity and conflict and various effects on different aspects in the workplace. A careful reader will see that the utilization of these constructs helps to maximize the relevance of the study. The study uses a hypothesized model of behavior that is interlinked. It is evident from previous research that stress is detrimental to both works performance and contentment and has been related to increases in work and non-work conflicts. Aspects such as role ambiguity have been stated to have uncertainty and reduce performance through action delays and reduced effort. Aspects such as job satisfaction are used as hypotheses and are shown to affect job quitting directly. The effect of gender roles on marketing employees is not a popular research area hence there is not enough information to assess how it might alter relationships and constructs. But using existing research gives more details such as women exhibit more emotional fatigue than men.

Women are also committed to higher levels of family tasks hence interfering with their work. The study has brought forward sufficient evidence suggesting that sex-based variation in an individual’s reaction to uncertainty and stress such as the fact that women tend to avoid conflict and are submissive whereas men are more aggressive and authoritative in the workplace. Gender differences also affect job, and life satisfaction and men have been found to be more self-gratified in their jobs hence a sturdier relationship between life and work satisfaction. The study shows women tend to resign more than males due to external factors thus contributing to quitting intents more. The model used in the study was inclusive but the fact that is considered gender-based variances made the data more credible. The results at least provide information for further research on management of client-contact service provider relations.

 

Reference

Babin, B. J., & Boles, J. S. (1998). Employee behavior in a service environment: A model and test of potential differences between men and women. The Journal of Marketing, 77-91.

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