Service employee adaptiveness: Exploring the impact of role-stress and managerial control approaches. Issue 1 (3rd January 2017)

• Record Type: Journal Article
• Authors: Sahadev, Sunil; Purani, Keyoor; Kumar Panda, Tapan
• Is Part Of: Employee relations. Volume 39:Issue 1(2017)
• Page Start: 54
• Page End: 78
• Publication Date: 2017-01-03
• Subjects: India -- Call centres -- Employee adaptiveness -- Managerial control strategies; Industrial relations -- Periodicals; 331.05
• DOI: 10.1108/ER-11-2015-0213
• Languages: English
• ISSNs: 0142-5455

Abstract

Abstract : Purpose: The purpose of this paper is to explore the relationships between managerial control strategies, role-stress and employee adaptiveness among call centre employees. Design/methodology/approach: Based on a conceptual model, a questionnaire-based survey methodology is adopted. Data were collected from call centre employees in India and the data were analysed through PLS methodology. Findings: The study finds that outcome control and activity control increase role-stress while capability control does not have a significant impact. The interaction between outcome control and activity control also tends to impact role-stress of employees. Role-stress felt by employees has significant negative impact on employee adaptiveness. Research limitations/implications: The sampling approach was convenience based affecting the generalisability of the results. Practical implications: The paper provides guidelines for utilising managerial control approaches in a service setting. Originality/value: The paper looks at managerial control approaches in a service setting – a topic not quite researched before.