Striking a Balance in Boundary-Spanning Positions: An Investigation of Some Unconventional Influences of Role Stressors and Job Characteristics on Job Outcomes of Salespeople
研究了角色冲突、模糊和超载等压力源与自主性、反馈等工作特征对销售人员绩效、离职意向等的曲线和交互影响，发现过度刺激效应和缓冲效应，为管理者平衡工作设计提供参考。
Most previous studies have focused on the linear effects of role stressors and job characteristics on salespersons' behavioral (e.g., performance) and psychological (e.g., satisfaction) job outcomes. Drawing on the theoretical frameworks of Yerkes-Dodson law, activation theory, and overstimulation hypothesis, the author examines some unconventional hypotheses of curvilinear and interactional influences of role stressors (i.e., role conflict, ambiguity, and overload) and job characteristics (i.e., autonomy, feedback, task variety, and participation) on five key job outcomes of salespeople. Using data from salespeople across a range of small and large firms, the author finds that curvilinear and/or interactional influences are supported for job tension, turnover intentions, and performance but not for job satisfaction or organizational commitment. The findings specifically indicate support for the overstimulation hypothesis because the dysfunctional effects of role ambiguity tend to be amplified when autonomy, feedback, and task variety are increased. In addition, the results yield evidence of buffering effects because the adverse consequences of role conflict and overload appear to be buffered by task variety and feedback. Overall, the study highlights the inherent trade-offs for sales managers attempting to design jobs with positive job characteristics for salespersons facing high levels of role stressors. The author discusses the implications for theory and practice.