THE EFFECTS OF PERCEIVED COWORKER INVOLVEMENT AND SUPERVISOR SUPPORT ON SERVICE PROVIDER ROLE STRESS, PERFORMANCE AND JOB-SATISFACTION

Clearly, retail employees affect retail performance. Yet, organization al theory shows disproportionately little interest in retail employees . This research addresses key aspects of a retail employee's work envi ronment, or 'climate,' and how these perceptions influence work-relate d outcomes. Specifically, a causal modelling approach tests relationsh ips among front-line service providers. Results suggest that employee perceptions of co-worker involvement and supervisory support can reduc e stress and increase job satisfaction. Other results indicate a posit ive relationship between role conflict and job performance, a positive relationship between job performance and job satisfaction, and that j ob performance mediates effects of role stress on satisfaction.