AD skhgdf Frontline service personnel (FSP) play an invaluable role in the marketing mix by

directly influencing the customer’s perception of both the service organization as well as
the service quality during the face-to-face delivery service encounter (Ashforth &
Humphrey 1993). The purpose of this dissertation is to examine how sources of job
stress for FSP such as perceived customer demands, role ambiguity, role conflict, role
overload, and emotional labor and various mediators such as job autonomy, emotional
intelligence, and emotion-focused coping directly and indirectly influence job stress and
outcome variables such as attitudes, behaviors, physical consequences, emotional
exhaustion, job performance, and intentions.
Research from frontline social service personnel’s (FSSP) perspective was
collected in three phases: 1) eight personal in-depth interviews to determine the fit of the
constructs in the model in a social service environment, 2) a cognitive response survey
gathered from 86 FSSP to identify appropriate line items, and 3) a survey questionnaire