Research on Job Roles Stressors Employee Performance and Service Effectiveness Usins a Senvqual Approach

Abstract

The Indian economy has an increased share of services and is shifting away from the manufacturing sector. Retaining talent is a challenge, as today's employees are considerably different than they were in the earlier times with respect to their demand for challenging, significant work and the need for more empowerment in decision-making. Organizations in the current scenario seek for innovation and creativity more intensely. Due to this paradigm shift in the organizational climate and culture including working patterns, organization structure, etc., it is important to re-evaluate the concept of job role stress, employee performance, and service effectiveness in this context. In this time of ever developing technology, high speed, global competition, and consumerism, stress is on rising and having adverse effects on employees' health, which in turn is having a negative impact on employee performance and thus productivity of an organization. According to the prediction of The World Health Organization Global Burden of Disease Survey mental health disease, including stress-related disorders, will be the second li’uding cause of disabilities by the year 2020. The stress related to the role performed by the employee at the workplace is the most important determinant of the performance o f the employee. The performance of employees in the organization can lead to conflict, which can result in stress among the employees. Such stress can have a negative impact on employee performance along with many other dysfunctional outcomes. In such circumstances, efforts to sustain a high level of work performance over a long time can be a tedious task for organizations as well as employees which in turn will affect organizational productivity.