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Der Einfluss von Rollenstress auf die Arbeitsleistung von Kundenkontaktmitarbeitern – Ein personenspezifisches Phänomen

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Theorie und Praxis des Dienstleistungsmarketing

Part of the book series: Fokus Dienstleistungsmarketing ((FDM))

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Zusammenfassung

Kundenkontaktmitarbeiter, die an der Schnittstelle zwischen Unternehmen und Kunde agieren, erfüllen eine sog. „boundary spanning role“ (Aldrich/Herker 1977, S. 217 f.) und sehen sich häufig mit konfliktären Erwartungen von Mana-gement- und Kundenseite konfrontiert.

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Author information

Authors and Affiliations

  1. Universität Hohenheim, Hohenheim, Deutschland

    Julian Volz & Marion Büttgen

  2. EMLYON Business School Lyon, Lyon, france

    Zelal Ates

  3. Universität München., München, Deutschland

    Jan Schumann

Authors
  1. Julian Volz
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  2. Marion Büttgen
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  3. Zelal Ates
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  4. Jan Schumann
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  1. Lotharstraße 65, Duisburg, 47057, Germany

    Gertrud Schmitz

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Volz, J., Büttgen, M., Ates, Z., Schumann, J. (2013). Der Einfluss von Rollenstress auf die Arbeitsleistung von Kundenkontaktmitarbeitern – Ein personenspezifisches Phänomen. In: Schmitz, G. (eds) Theorie und Praxis des Dienstleistungsmarketing. Fokus Dienstleistungsmarketing. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-8349-6869-2_8

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  • DOI: https://doi.org/10.1007/978-3-8349-6869-2_8

  • Publisher Name: Springer Gabler, Wiesbaden

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