This study extends previous research on the antecedents and outcomes of frontline employee (FLE) burnout by empirically testing the direct and moderating effects of two coping strategies in a job demand stress-strain (burnout)-job performance model using data from a large Russian retail bank. Contrary to findings from North American-Western research and more limited studies of countries where collectivist values are emphasized, the study findings show that emotional exhaustion plays no mediating role in the job demand stressors-job performance relationship. Self-directed coping buffers the dysfunctional effects of job demand stressors on emotional exhaustion whereas 'other-directed' coping buffers the job demand stressors to job performance relationship. Implications of the results are discussed and future research avenues are offered.

Additional Metadata
Keywords Collectivist, Emotional exhaustion, Job performance, Other-directed coping, Self-directed coping
Persistent URL
Journal Journal of Retailing and Consumer Services
Ashill, N.J. (Nicholas J.), Rod, M, & Gibbs, T. (Tanya). (2015). Coping with stress: A study of retail banking service workers in Russia. Journal of Retailing and Consumer Services, 23, 58–69. doi:10.1016/j.jretconser.2014.12.006