RESEARCH_FILE
James S. Boles
Georgia State University
Known for:Research on role stress, emotional exhaustion, and burnout among salespeople and frontline service employees
SEE THE PRACTICE
Turn a thought this research explains into one clear move.
THE THOUGHT
“One bad month and I've lost the gift”
YOUR RECORDED RESPONSE
“A bad month is a bad month, not a ruling on my talent.”
ONE PRIVATE MOVE
Open one recent note, call summary, or demo outline and highlight three specific choices you made on purpose. Then save it in a folder or on a note labeled with the month.
Key findings
- 1997
With Johnston and Hair, found that role conflict and role ambiguity in sales jobs feed emotional exhaustion, which in turn predicts lower job satisfaction and higher intent to leave the job. Role Stress, Work-Family Conflict and Emotional Exhaustion: Inter-Relationships and Effects on Some Work-Related Consequences ↗
- 1998
With Babin, modeled frontline service and sales employee behavior and found emotional exhaustion mediates how role stress translates into job outcomes, with the pattern differing somewhat between men and women. Employee Behavior in a Service Environment: A Model and Test of Potential Differences Between Men and Women ↗