Relationship between role stress and job performance in salespeople employed by travel agents in Taiwan / Te-Yi Chang, Yu-Lien Chang

This study investigated the relationship between role stress, service capability, and job performance in 318 salespeople employed by travel agents in Taiwan. There was a negative relationship between role ambiguity and job performance, and a positive relationship between role conflict and performance outcomes. Moreover, the relation between role stress and job performance varied with the service capability of the salesperson. Service capability moderated the relationship between role ambiguity, performance behavior, and performance outcomes. This sends an important message to the Taiwan travel-agent industry: that resources should be directed at improving the service skills of salespeople. The results of this study constitute useful reference information for optimizing the application of organizational management and human resources.

Psychology.