Abstract
Role stress is one of the work stressors that discussed frequently by many researchers. Organizational boundary spanners are more likely to experience role stress than others. From the results of past researches, role stress is found the negative relationship with employee satisfaction, organizational commitment and so on. However, few studies have been carried out on impact of role stress to employee’s behavior. In collaborating with a customer service company in Taiwan, this study focuses on the adaptive behavior and aims to examine some issues. First, whether role conflict and role ambiguity influence the adaptive behavior of employees? Second, whether the feedback seeking behavior and authentic leadership moderate the influence of role stress? Third, whether adaptive behavior influences the service performance? This study surveyed 241 customer service employees and 28 team managers together with the performance data from the case company. The result showed that the role conflict with company has positive impact on adaptive behavior and role ambiguity has negative impact on the adaptive behavior. The feedback seeking behavior moderates the influence of role ambiguity and the role conflict with managers. Authentic leadership moderates the influence of role conflict of the individual self. Moreover, the adaptive behavior has positive effect on the service performance.