Abstract:

The aim of this paper is to investigate the impact of role stressors in predicting service climate among Frontline Employees (FLEs) in the service industry. Starting from previous research and empirical evidence on service quality and current literature on FLEs, this work try to shed light on the current debate on antecedents of service climate giving suggestions to managers and practitioners in service industry on FLEs’ stressors in order to boost service climate. The analysis was carried out on a sample of 71 FLEs in two service companies in Italy. The results of a regression analysis demonstrate that role stressors have a high impact on service climate as perceived by FLEs. Particularly reduced work-family conflict and role clarity demonstrate a significant and positive effect in predicting service quality among FLEs.