Antecedentes y efectos del "burnout-engagement" del vendedor

Bibliographic References

• Adams, G.A., King, L.A., King, D.W., 1996. Relationships of job and family involvement, family social support, and work-family conflict with job and life satisfaction. Journal of Applied Psychology 81 (4), 411-420.
• Allen, T.D., 2001. Family-supportive work environments: The role of organizational perceptions. Journal of Vocational Behaviour 58, 414-435.
• Allen, T.D., Herst, D.E.L., Bruck, C.S., Sutton, M., 2000. Consequences associated with work-tofamily conflict: A review and agenda for future research. Journal of Occupational Health Psychology 5, 278-308.
• Allen, T.D., Russell, J.E.A., 1999. Parental leave of absence: Some not so family friendly implications. Journal of Applied Social Psychology, 166-191.
• Anderson, E., Oliver, R.L., 1987. Perspectives on behaviour-based versus outcomebased sales force control systems. Journal of Marketing 51, 76-88.
• Anglin, K.A., Stolman, J.J., Gentry, J.W., 1990. The congruence of manager perception of salesperson performance and knowledge-based measures of adaptive selling. Journal of Personal Selling and Sales Management 10 (4), 81-90.
• Aryee, S., 1992. Antecedents and outcomes of work-family conflict among married professional women: Evidence from Singapore. Human Relations 45, 813-837.
• Aryee, S., 1993. Dual-earner couples in Singapore: An examination of work and non-work sources of their experienced Burnout. Human Relations 46 (12), 1441-1469.
• Babakus, E., Cravens, D.W., Johnston, M., Moncrief, W.C., 1999. The role of emotional exhaustion in sales force attitude and behaviour relationships. Academy of Marketing Science Journal 28, 1.
• Bacharach, S.B., Bamberger, P., Conley, S., 1991. Work-home conflict among nurses and engineers: mediating the impact of role stress on burnout and satisfaction at work. Journal of Organizational Behavior 12, 39-53.
• Bakker, A.B., Demerouti, E., Verbeke, W., 2004. Using the job demands-resources model to predict Burnout and performance. Human Resource Management 43 (1), 83-104.
• Bakker, A., Demerouti, E., Schaufeli, W., 2005. The crossover of burnout and work engagement among working couples. Human Relations 85 (5), 661-689.
• Baldauf, A., Cravens, D.W., Grant, K., 2002. Consequences of sales management control in field sales organizations: A cross-national perspective. International Business Review 11 (1), 577-609.
• Bedeian, A.G., Burke, B.G., Moffett, R., 1988. Outcomes of work-family conflict among married male and female professionals. Academy of Management Journal 14, 475-491.
• Behrman, D.N., Perreault Jr., W.D., 1984. A role stress model of the performance and satisfaction of industrial salespersons. Journal of Marketing 48, 9-21.
• Behson, S.J., 2005. The relative contribution of formal and informal organizational work-family support. Journal of Vocational Behaviour 66, 487-500.
• Bhuian, S.N., Menguc, B., Borsboom, R., 2005. Stressors and job outcomes in sales: a triphasic model versus a linear-quadratic-interactive model. Journal of Business Research, 58-62.
• Boles, J.S., Johnston, M.W., Hair Jr., J.F., 1997. Role stress, work-family conflict and emotional exhaustion: Inter-relationships and effects on some work-related consequences. The Journal of Personal Selling & Sales Management 17 (1), 20-30.
• Boles, J.S., Wood, J.A., Johnson, J., 2003. Interrelationships of role-conflict, role ambiguity, and work-family conflict with different facets of job satisfaction and the moderating effects of gender. Journal of Personal Selling and Sales Management 2, 99-113.
• Breaugh, J.A, Frye, K., 2007. An examination of the antecedents and consequences of the use of family-friendly benefits. Journal of Managerial Issues 19, 35-52.
• Brown, S.P., Cron, W.L., Slocum, J.W., 1997. Effects of goal-directed emotions on sales person volitions, behavior, and performance: A longitudinal study. Journal of Marketing 61, 39-50.
• Brown, S.P., Peterson, R.A., 1993. Antecedents and consequences of salesperson job satisfaction: meta-analysis and an assessment of causal effects. Journal of Marketing Research 30 (1), 63.
• Brown, S.P., Peterson, R.A., 1994. The effect of effort on sales performance and job satisfaction. Journal of Marketing 58 (2), 23-45.
• Burke, R.J., 1988. Some antecedents and consequences of work-family conflict. In Journal of Social Behavior and Personality. En: Goldsmith, E.B. (Ed.), Work and family: Theory, research, and applications, 3, pp. 287-302.
• Byron, D., 2005. A meta-analytic review of work-family conflict and its antecedents. Journal of Vocational Behavior 67, 169-198.
• Canales, P., Küster, I., 2008. Efectos del control del comportamiento en el desempe{ogonek}no del vendedor. La visión del jefe de equipo de ventas. Cuadernos de Economía y Dirección de la Empresa 34, 135-156.
• Candel, N., Olmedilla, A., Blas, A. 2008. Relaciones entre la práctica de actividad física y el autoconcepto, la ansiedad y la depresión en chicas adolescentes. Cuadernos de Psicología del Deporte 8(1), 61-77.
• Cepeda, G., Roldán, J., 2004. Aplicando en la práctica la Técnica PLS en la Administración de Empresas. En: XIV Congreso de la Asociación Científica de Economía y Dirección de Empresas. (ACEDE).
• Chambel, M.J., Castanheira, F., 2010. Trabalhar num Call Center: Dos mitos à realidade. RH Editora, Lisboa.
• Chin, W.W., Marcolin, B.L., Newsted, P.R., 2003. A partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and an electronic mail emotion/adoption study. Information Systems Research 14 (2), 189-217.
• Chowdhury, J., 1993. The motivational impact of sales quotas on effort. Journal of Marketing Research 30, 28-41.
• Churchill, G.A., Ford, N.M., Walker, O.C., 1974. Measuring the job satisfaction of industrial salesmen. Journal of Marketing Research 11, 54-60.
• Churchill, G.A., Ford, N.M., Hartley, S.W., Walker, O.C., 1985. The determinants of salesperson performance: a meta-analysis. Journal of Marketing Research 22, 103-118.
• Churchill, A.G., Ford, N.M., Walker, O.C., Johnston, M.W., Tanner, J.F., 2000. Sales Force Management, 6. a ed. Irwin McGraw-Hill, Boston, p. 727.
• Cohen, J., 1988. Statistical power analysis for the behavioral sciences (2. a ed.). Erlbaum, Hillsdale, NJ.
• Cohen, A., Liani, E., 2009. Work-family conflict among female employees in Israeli hospitals. Personnel Review 38 (2), 124-141.
• Cordes, C.L., Dougherty, T.W., 1993. A review and an integration of research on job burnout. The Academy of Management Review 18 (4), 621-656.
• Cravens, D.W., Ingram, T.N., Laforge, R.W., Young, C.E., 1993. Behavior-based and outcome-based salesforce control systems. Journal of Marketing 57, 47-59.
• Crawford, E.R., Lepine, J.A., Rich, B.L., 2010. Linking job demands resources to employee engagement and burnout: A theoretical extension and meta-analytic test. Journal of Applied Psychology 95, 5-20.
• Drory, A., Shamir, B., 1998. Effects of organizational and life variables on job satisfaction and burnout. Group and Organization Studies 13 (4), 441-455.
• Dubinsky, A.J., Kotabe, M., Lim, C.U., Michaels, R.E., 1994. Differences in motivational perceptions among U.S., Japanese, and Korean sales personnel. Journal of Business Research 4, 175-185.
• Falk, R.F., Miller, N.B., 1992. A Primer of Soft Modeling. The University of Akron Press, Akron, OH.
• Fan, C.K., Cheng, C.L., 2007. Gender differences in burnout among life insurance sales representatives in Taiwan. Journal of American Academy of Business 11 (1), 214-222.
• Fletcher, J.K., Bailyn, L., 1996. Challenging the Last Boundary: Reconnecting Work and Family. En: Arthur, M.B., Rousseau, D.M. (Eds.), The Boundaryless Career: A New Employment Principle for a New Organizational Era. Oxford University Press, Nueva York.
• Ford, N.M., Walker, O.C., Churchill, G.A.J.R., 1975. Expectation specific measures of intersender conflict and role ambiguity experienced by industrial salesmen. Journal of Business Research 3, 45-112.
• Fornell, C., Larcker, D., 1981. Structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 (1), 39-50.
• Freudenberger, H.J., 1974. Staff Burnout. Journal of Social Issues 30, 159-165.
• Frone, M.R., Russell, M., Cooper, M.L., 1992a. Antecedents and outcomes of workfamily conflict: Testing a model of the work-family interface. Journal of Applied Psychology 77, 65-78.
• Frone, M.R., Russell, M., Cooper, M.L., 1992b. Prevalence of work-family conflict: Are work and family boundaries asymmetrically permeable? Journal of Organizational Behavior 13, 723-729.
• Frone, M.R., Yardley, J.K., Markel, K.S., 1997. Developing and testing an integrative model of the work-family interface. Journal of Vocational Behavior 50 (2), 145-167.
• González-Romá, V., Schaufeli, W., Bakker, A.B., Lloret, S., 2006. Burnout and work engagement: Independent factors or opposite poles? Journal of Vocational Behaviour 68, 165-174.
• Good, L.K., Page Jr., T.J., Young, C.E., 1996. Assesing hierarchical differences in jobrelated attitudes and turnover among retail managers. Journal of the Academy of Marketing Science 24, 148-156.
• Greenglass, E., Burke, R.J., 1988. Work and family precursors of burnout in teachers: sex differences. Sex Roles 18, 215-229.
• Greenhaus, J.H., Beutell, N.J., 1985. Sources of conflict between work and family roles. Academy of Management Review 10, 76-88.
• Higgins, C.A., Duxbury, L.E., 1992. Work-family conflict: A comparison of dualcareer and traditional-career men. Journal of Organizational Behavior 13, 389-411.
• Izraeli, D.N., 1993. Work Family Conflict among Women and Men Managers in Dual Career Couples in Israel. Journal of Social Behavior and Personality 8 (3), 371-388.
• Jackson, S.E., Schuler, R.S., 1985. A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings. Organizational Behavior & Human Decision Processes 36, 16-78.
• John, G., Weitz, B., 1989. Salesforce compensation: an empirical investigation of factors related to use of salary versus incentive compensation. Journal of Marketing Research 26, 1-14.
• Kahn, R.L., Wolfe, D.M., Quinn, R.P., Snoek, J.D., Rosenthal, R.A., 1964. Organizational Stress: Studies in Role Conflict and Ambiguity. Wiley, Nueva York.
• Kahn, R., 1978. Job burnout: prevention and remedies. Public Welfare 36, 61-63.
• Karatepe, O.M., Magaji, A.B., 2008. Work-family conflict and facilitation in the hotel industry: a study in Nigeria. Cornell Hospitality Quarterly 49(4), 395-412.
• Kelloway, E.K., Gottlieb, B.H., Barham, L., 1999. The source, nature, and direction of work and family conflict: A longitudinal investigation. Journal of Occupational Health Psychology 4, 337-346.
• Kinnunen, U., Mauno, S., 1998. Antecedents and outcomes of work-family conflict among employed women and men in Finland. Human Relations 51, 2.
• Kofodimos, J.R., 1995. Beyond work-family programs - Confronting and resolving the underlying causes of work-personal life conflict. Center for Creative Leadership, Carolina del Norte.
• Kosseke, C., Ozekic, J., 1998. Work-family conflict, policies, and the job-life satisfaction relationship: A review and directions for organizational behavior-human resources research. Journal of Applied Psychology 83, 139-149.
• Laschinger, S., Heather, K., Leiter, M., 2006. The impact of nursing work environments on patient safety outcomes: the mediating role of burnout engagement. Journal of Nursing Administration 36 (5), 259-267.
• Lee, R.T., Ashforth, B.E., 1993a. A longitudinal study of Burnout among supervisors and managers: comparison between the Leiter and Maslach (1988) and Golembiewski et al. (1986) models. Organizational Behavior and Human Decision Processes 54, 369-398.
• Lee, R.T., Ashforth, B.E., 1993b. A further examination of managerial Burnout: Toward an integrated model. Journal of Organizational Behavior (14), 3-20.
• Leiter, M.P., 1993. The impact of family resources, control coping, and skill utilization on the development of Burnout: A longitudinal study. Human Relations 43, 1067-1083.
• Lewin, J.E., Sager, J.K., 2007. A process model of Burnout among salespeople: Some new thoughts. Journal of Business Research 60, 1216-1224.
• Llorens, S., García, M., Salanova, M., 2007. Burnout como consecuencia de una crisis de eficacia: un estudio longitudinal en profesores de secundaria. Revista de Psicología del Trabajo y de las Organizaciones 21, 55-70.
• Lohmöller, J.B., 1984. LVPLS Program Manual. Version 1.6. Latent Variables Path Analysis with Partial Least-Squares Estimation. Zentralarchiv für Empirische Sozialforschung, Universität zu Köln, Köln.
• Low, G.S., Cravens, D.W., Grant, K., Moncrief, W.C., 2001. Antecedents and consequences of salesperson Burnout. European Journal of Marketing 35 (5), 56-69.
• MacKenzie, S.B., Podsakoff, P.M., Ahearne, M., 1998. Some possible antecedents and consequences of in-role and extra-role salesperson performance. Journal of Marketing 62(3), 87-98.
• Maslach, C., 1976. Burned-out. Human Behaviour 5, 16-22.
• Maslach, C., 1978. The client role in staff Burnout. Journal of Social Issues 34, 111-124.
• Maslach, C., 1982. Burnout: The Cost of Caring. Prentice-Hall, Englewood Cliffs, NJ.
• Maslach, C., Leiter, M.P., 1997. The truth about Burnout: How organizations cause personal stress and what to do about it. Jossey-Bass, San Francisco.
• Maslach, C., Leiter, M.P., 2008. Early predictors of job burnout and engagement. Journal of Applied Psychology 93, 3-13.
• Maslach, C., Schaufeli, W.B., Leiter, M.P., 2001. Burnout. Annual Review of Psychology 52, 397-422.
• Maslach, C., Jackson, S.E., 1981. The measurement of experienced Burnout. Journal of Occupational Behaviour 2, 99-113.
• Menguc, B., 1998. The earnings gap between male and female sales managers. Industrial Marketing Management, 27-35.
• Montgomery, A.J., Panagopolou, E., De Wildt, M., Meenks, E., 2006. Work-family interference, emotional labor and Burnout. Journal of Managerial Psychology 21, 36-51.
• Netemeyer, R.G, Boles, J.S., Mcmurrian, R., 1996. Development and validation of Work-Family Conflict and Family-Work Conflict Scales. Journal of Applied Psychology 81, 400-410.
• Netemeyer, R.G., Krishnan, B., Pullig, C., Wang, G., Yagci, M., Dean, D., 2004. Developing and validating measures of facets of customer-based brand equity. Journal of Business Research 57 (2), 209-224.
• Oliver, R.L., Anderson, E., 1994. An empirical test of the consequences of behaviorand outcome-based sales control systems. Journal of Marketing 58, 53-67.
• Piercy, N.F., Cravens, D.W., Lane, N., 2001. Sales manager behavior control strategy and its consequences: the impact of gender differences. Journal of Personal Sell Sales Management 21 (1), 39-49.
• Pines, A., Maslach, C., 1980. Combatting staff burn-out in a day care center: A case study. Child Care Quarterly 9, 5-16.
• Porter, L.W., Steers, R.M., Mowday, R.T., Boulian, P.V., 1974. Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology 59, 603-609.
• Rhoads, G.K., Singh, J., Goodell, P.W., 1994. The multiple dimensions of role ambiguity and their impact upon psychological and behavioural outcomes of industrial salespeople. Journal of Personal Selling & Sales Management 14, 1-24.
• Rizzo, J.R., House, R.J., Lirtzman, S.I., 1970. Role conflict and ambiguity in complex organizations. Administrative Science Quarterly 15, 150-163.
• Roman, S., Iacobucci, D., 2010. Antecedents and consequences of adaptive selling. Confidence and behavior: a dyadic analysis of salespeople and their customers. Journal of the Academy of Marketing Science 38 (3), 363-382.
• Rutherford, B., Boles, J., Hamwi, G.A., Madupalli, R., Rutherford, L., 2009. The role of the seven dimensions of job satisfaction in salesperson's attitudes and behaviours. Journal of Business Research 62, 1146-1151.
• Salanova, M., Llorens, S., 2008. Estado actual y retos futuros en el estudio del burnout. Papeles del Psicólogo 29 (1), 59-67.
• Salanova, M., Schaufeli, W.B., 2004. El engagement de los empleados: un reto emergente para la dirección de los recursos humanos. Estudios Financieros 261, 109-138.
• Salanova, M., Schaufeli, W.B., Llorens, S., Peiró, J.M., Grau, R., 2000. Desde el burnout al engagement: ¿una nueva perspectiva? Revista de Psicología del Trabajo y de las Organizaciones 16, 117-134.
• Sánchez-Franco, M.J., Roldán, J.L., 2005. Web acceptance and usage model: A comparison between goal-directed and experiential web users. Internet Research 15 (1), 21-48.
• Sand, G., Miyazaki, A.D., 2000. The impact of social support on salesperson burnout and burnout components. Psychology & Marketing 17 (1), 13-26.
• Sanz, S., Ruiz, C., Aldás, J., 2008. La influencia de la dependencia del medio en el comercio electrónico B2 C. Propuesta de un modelo integrador aplicado a la intención de compra futura en Internet. Cuadernos de Economía y Dirección de la Empresa (36), 45-76.
• Schaufeli, W.B., Taris, T.W., Van Rehnen, W., 2008. Workaholism, burnout, and work engagement: three of a kind or three different kinds of employee well-being? Applied Psychology: an International Review 57 (2), 173-203.
• Schaufeli, W.B., Bakker, A.B., 2004. Job demands, job resources, and their relationship with burnout and engagement: a multi-sample study. Journal of Organizational Behavior 25, 293-315.
• Schaufeli, W.B, Salanova, M., 2007. Efficacy or inefficacy, that's the question: burnout and work engagement, and their relationship with efficacy beliefs. Anxiety, Stress, and Coping 20, 177-196.
• Schaufeli, W.B., Martinez, I.M., Pinto, A.M., Salanova, M., Bakker, A.B., 2002a. Burnout and Engagement in university students: A cross-national study. Journal of Cross-Cultural Psychology (33), 464-481.
• Schaufeli, W.B., Salanova, M., Gonzalez-Roma, V., Bakker, A.B., 2002b. The measurement of burnout and engagement: a confirmatory factor analytic approach. Journal of Happiness Studies 3, 71-92.
• Schaufeli, W.B., Buunk, B.P., 2002. Burnout: An overview of 25 years of research and theorizing. En: Schabracq, M.J., Winnubst, J.A.M., Cooper, C.L. (Eds.), The Handbook of Work and Health Psychology., 2. a ed. John Wiley & Sons, Chichester, pp. 383-425.
• Schaufeli, W.B., Leiter, M.P., Maslach, C., Jackson, S.E., 1996. Maslach Burnout Inventory - General Survey. En: Maslach, C., Jackson, S.E., Leiter, M.P. (Eds.), The Maslach Burnout Inventory - Test Manual., 3. a ed. Consulting Psychologists Press, Palo Alto, CA.
• Shellenbarger, S., 1993. Lessons from the workplace: How corporate policies and attitudes lag behind workers' changing needs. Human Resource Management 31, 157-169.
• Shirom, A., 2003. Job-related burnout. En: Quick, J.C., Tetrick, L.E. (Eds.), Handbook of Occupational Health Psychology. American Psychological Association, Washington, DC, pp. 245-265.
• Siguaw, J.A., Brown, G., Widing II, R.E., 1994. The influence of the market orientation of the firm on sales force behavior and attitudes. Journal of Marketing Research 31, 106-116.
• Singh, J., Goolsby, J.R., Rhoads, G.K., 1994. Behavioural and psychological consequences of boundary spanning burnout for customer services representatives. Journal of Marketing Research 31, 4-19.
• Spiro, R.L., Weitz, B.A., 1990. Adaptive selling: conceptualization, measurement, and nomological validity. Journal of Marketing Research 27, 61-69.
• Sujan, H., Weitz, B.A., Kumar, N., 1994. Learning orientation, working smart, and effective selling. Journal of Marketing 58, 39-52.
• Teas, R.K., 1983. Supervisory behavior, role stress, and the job satisfaction of industrial salespeople. Journal of Marketing Research 20, 84-91.
• Thomas, L.T., Ganster, D.C., 1995. Impact of family-supportive work variables on work-family conflict and strain: A control perspective. Journal of Applied Psychology 80, 6-15.
• Thompson, C.A., Beauvais, L.L., Lyness, K., 1999. When work-family benefits are not enough: The influence of work-family culture on benefit utilization, organizational attachment, and work-family conflict. Journal of Vocational Behavior 54, 392-415.
• Ulaga, W., Eggert, A., 2005. Relationship value in business markets: the construct and its dimensions. Journal Business to Business Marketing 12 (1), 73.
• Verbeke, W., 1997. Individual differences in emotional contagion of salespersons: it's effect on performance and burnout. Psychology and Marketing 14, 6-20.
• Walker, O.C, Churchill, G.G., Jford, N.M., 1977. Motivation and performance in industrial selling: present knowledge and needed research. Journal of Marketing Research 14, 156-168.
• Willcock, S.M., Daly, M.G., Tennant, C.C., Allard, B.J., 2004. Burnout and psychiatric morbidity in new medical graduates. The Medical Journal of Australia 181, 357-360.