LITERATURE REVIEW DRAFT
THE IMPACT OF JOB STRESS ON THE PERFORMANCE OF BANK EMPLOYEES. (A CASE STUDY OF HONGKONG AND SHANGHAI BANKING CORPORATION LIMITED)
LITERATURE REVIEW DRAFT
This chapter will review academic literature from several scholars relevant to the study, outlining job stress, and employee performance. Over the years, many studies have been carried out on the unwavering impact of stress, or in this case, job stress on employee’s performance in the workplace. Regardless of how this particular topic is discussed, job stress is still on the rise. It remains a threat to not just the health and performance of employees and the overall success of any organization. Therefore, this review will highlight how the changing work environment contributes to creating stress, various definitions of job stress, and a few of its causes, and job performance. Most importantly this review will overall take into consideration the flaws of past research and will input meaningful academic debates related to this topic.
2.1 The changing work environment and its effects
Due to the competitive business environment around the world, the corporate workplace is continually evolving and undergoing drastic changes from day to day business, to how employers and employees interact and what encourages the workforce to perform competently in their activities. Robinson (2000) concluded that
The world is changing fast these days. The globalization of economies and rapid technological change critically affect all countries. The education and training systems in all countries have had difficulties in keeping up with the pace of change, yet it is vital that they do so. Some of the key technical skills we will need in 20 years’ time do not yet exist. This poses tremendous problems and challenges for the provision of education and training. (Robinson, 2000, p.6)
Therefore, in other to survive the challenges and uncertainties posed by this ‘pace of change’, corporate organizations have to create the type of work environment that will allow its employees to perform to the best of their abilities. According to Opperman (2002), any organization’s work environment generally comprises three sub-environments: technical, organizational, and social settings. This also includes those practices, systems, culture, resources, laws, policies, working relationships, structures, tools, or conditions in the workplace that negatively or positively impacts employee’s performances.
This same change is evident in the banking industry in Hongkong in present day. Hongkong’s role as a gateway between Mainland China and the rest of the world strengthened its positions as one of the world’s leading global financial centers. It became an important banking and financial center in Asia pacific. Ever since the takeoff of its economic growth in the 1970s, the Hongkong economy has undergone a drastic structural shift over the years and has faced intense challenges to maintain its status in terms of globalization. First, it hit a setback due to the Asian Financial Crisis in 1997/1998, another setback due to the slow-down of the global economy in 2001 also in 2003 due to the outbreak of Severe Acute Respiratory Syndrome (SARS). More recently, in 2019 the city was hit with political and social unrest, which has begun to erode its reputation as one of the world’s best business environments.
In Hong Kong, the banking sector went through remarkable and swift modifications like policy changes because of liberalization and globalization, enhanced competition due to the entry of corporate or private sector banks, emerging technologies, and downscaling (Gerlach, 2015). The banking sector changes have made the staff experience a substantial level of stress than in the past. In present times due to the COVID-19 pandemic, also referred to as health, humanitarian crises as well as an economic shock, various sectors have had its fair share of its impacts. Due to many businesses’ closure, commercial banks are presently dealing with the fall of credit purchases, lower bank profits, a rise in bad loans, liquidity, etc.
Another challenge posed by the changing work environment is in finding the balance between traditional and digital banking. In other to remain in the competition due to the ‘pace of change,’ banks are ensuring it retains talents who are skilled, competent and can compete with their traditional sector rivals. Technology that most banks now rely on can be seen as a double-edged sword. While it enables employees to work flexibly, it also raises expectations of availability, which negatively impacts work-life balance. And the transition to digitalized and remote customer transactions will not only reduce manual labor in banking but will also have a profound impact on the workforce. According to Lopes and Kachalia (2016), technological growth in public and private banks has revolutionized the working methods, and there is global competition due to the economic conditions. Their study discovered a strong connection between role, job, education, gender, age, type of bank, and impact of occupational stress impact among people working in the bank.
Lately, Asian countries have reported an increase in job stress as a psychological factor at work that has rapidly been growing (Deng et al., 2019). For instance, in Hongkong, the Chinese work values have a striking influence on their workforce’s commitment and performances at their jobs. Previous studies conducted by Riketta, 2002; Suliman & Iles, (2000) shows that Hongkong employees not only work hard to identify with the goals and benefits of their organization, they also attach themselves to their jobs psychologically, hence the reason behind their high performance. And as a result of this, employees tend to crack under pressure and in some cases, they develop developmental disorders. However, with the emergence of the millennials workforce in Hongkong and worldwide, people are starting to demand a change to archaic practices that will affect their health, career, finances, and mental well-being.
2.2.1 Job-related stress: Definitions
A stressed and non-productive employee would most likely not attain the level of work and output set out for them. Jayasinghe and Mendis (2017) defined stress as the strains, pressure, and force applied to a person who resists the forces and tries to sustain its original state. It is an inevitable result of modern living. The significant causes of the rise in stress among individuals include increased population, pressure in cities, and industries development. McGrath (1976), also speaking on stress said.
… there is a potential for stress when an environmental situation is perceived as presenting a demand which threatens to exceed the person’s capabilities and resources for meeting it, under conditions where he expects a substantial differential in the rewards and costs from meeting the demand versus not meeting it (McGrath, 1976, p.1352)
An individual’s occupation is a significant source of stress in some particular situations; when people experience stress because of different workplace issues and cannot cope with it, they tend to burnout. Job-linked stress is an unusual feeling that people experience needing to modify the desired character due to arising opportunities or demands related to vital work objectives. Rizwan et al. (2014) defined job stress, also known as occupational stress, as the status of unwanted reactions caused by alleged unattractive work conditions such as severe pressures. Organizational stress emerges from a poor person to environment relationships and pressures from the rise in competition and professionalism in various business sectors. It influences people’s potential for job effectiveness because stress becomes unavoidable when employees are continuously bombarded with deadlines, excessive workload, completion of tasks, and many other challenges. A high level of job stress with little organizational concern for mitigations leads to lowered employee’s performance and loss of experienced workforce (Tastan, 2016). Organizational stress leads to increased turnover rates, lack of motivation, decreased creativity and productivity, prolonging work accomplishment, reduced employees’ performance, and reduced organization performance (Giorgi et al., 2017).
Previous research on the impact of job stress on employee performance and the high rate of employee stress levels discussed that employers are fully aware of employees’ stress levels. However, some of these employers believe that the higher the amount of pressure applied to employees, the higher they’re motivated to boost their work performances. We can agree that sometimes we require pressure to accomplish our goals. However, when the pressure becomes too frequent, it begins to harm employees. For example, a study conducted by Ementa (2015) on bank secretaries’ perception of job stress. Findings from the study highlight how secretaries agree that most bank work activities are significant stressors that substantially affect their work productivity. They also added that a secretary ought to go through a type of stress to complete office tasks. It shows how employees are convinced to believe that the more pressure they get, the more they put in efforts to carry out their duties.
2.2.2 Job-related stress: Causes
Several factors lead to job stress, and a significant amount of research has been conducted to determine the factors causing stress in the workplace and its impact on the employee’s mental and physical health. Researchers identified factors like lack of management support, family-work balance, the riskiness of a job, low association with coworkers and consumers, workload, time limitation, lack of enough training, substantial responsibilities, inadequate supervision, shift work, long hours of working, changes at work, cuts in employees, inadequate salary and imbalanced wage and unsuitable work environment as some of the significant factors that cause stress in the workplace (Rizwan et al. 2014; Bhatti, 2016; Rubab, 2017). Besides, Cartwright and Cooper (1997) added that stress is primarily caused by the fundamentals of change and lack of control. Kumari et al. (2016) stated that the lack of organizational stress management leads to poor job performance, causing low organizational productivity and limited success. Furthermore, employees’ inability to manage job stress impacts not just their health but also their psychological well-being. Michie (2002), in the table below (Figure 1), categorized workplace factors that cause stress, the individual characteristics, and the health risks involved.
Figure 1. A model of stress at work
Source: Michie, S. (2002) Causes and Management of Stress at Work. Vol 59(1) p67-72
2.3 Work Overload
There is a “Confucian Work Ethic” that promotes overwork as a sign of hard work, loyalty, and dedication to one’s organization in Hongkong. Work overload is an increased number of tasks provided to employees than the deadline, resources, and abilities; it appears when an individual has more responsibility than his or her strength. It is also referred to as the amount of work given to an employee to execute in a simple term. According to Wu et al. (2019), work overload has cause job stress for employees. Furthermore, stress arises with the relations between a person and the environment, thereby producing emotional strain distressing an individual’s mental and physical condition.
Individuals working in the bank deal with various stress due to the long working hours; thereby, decreasing their performance (Ehsan and Ali, 2019). Kumari and Milan (2016) researched to determine the impact of stress in the private bank sector and found that employees’ efficiency depends on the inner peace and health of staff. This means majoring on work and forgetting about family and health is one of the major causes of work stress. Work overload is among the factors that influence job performance, as excessive workload causes stress linked to psychological illnesses; it also has adverse effects on employees’ job productivity and health. According to Manjunatha and Renukamurthy (2017), there is a high cost of excessive stress on society, organizations, and people. Various staff might suffer from stress linked diseases like depression and anxiety disorder. According to the amount of time spent working, the study shows that every affected person in a job loses around sixteen working days annually due to depression, anxiety, and stress (Manjunatha and Renukamurthy, 2017).
Similarly, Abbasi and Janjua (2016), conducted a study to determine the connection between job stress and work overload. They discovered that there is a positive correlation between job stress and work overload. Job stress caused by work overload leads to poor decision making, mental block, and poor concentration. Furthermore, work overload occurs when an organization has more workload compared to the number of employees. Therefore, it reduces effectiveness due to exhaustion. Karatepe (2013) states that work overload can increase conflict between employees and their families due to insufficient time and attention. This leads to psychological and physical stress that decreases job productivity. Work overload leads to increased turnover rates, thereby reducing the company’s output. The reduction of work overload reduces job stress, which further has a favorable and positive impact on business performance.
2.4 Job Security
Ashford et al. (1989) stated that employees who are insecure about the surety of their jobs loses interest in carrying out their responsibilities compared to those assured about their job’s situation. In most research aimed at studying job stress and its impact on employee performances, most of the results pinpoint job security as one of the stressors contributing to employee’s ill health and low organizational commitment. For many employees in Hongkong, job security and career progression is a priority for example; According to the Randstad employer brand research conducted in 2018, it shows that employees in Hongkong lookout for ‘attractive salary and benefits,’ ‘work-life balance,’ ‘job security’ and then ‘career development’ as the most important when job hunting.
Amid the looming economic fallout of the COVID-19 pandemic, banks in Hongkong are yet to recover from the social unrest that rocked the city throughout 2019. With the change of operating hours and temporary closure of some banks, the outbreaks’ length weighs on employees’ wages and salaries. Employees become stressed about the surety of their jobs in banks such as the Hongkong and Shanghai Banking Corporation (HSBC). As reported by the British Broadcasting Corporation (BBC) in February 2020, HSBC announced their plan to cut off about 35,000 jobs because of the pandemic and another reason for China and Hongkong’s current political challenges. According to Coetzer and Rothman (2006), situations like this prove that job insecurity is among the highest stressors of the insurance/banking industry.
2.5 Work-Family Conflict
Individual experiences prove that jobs sometimes can either enhance or distraught our family lives. The same way, positive or negative situations happening in our family life can influence our workplace roles. Over the years, researchers recognized work-family conflict as one of the significant stressors in the workplace, and there has been a growing interest in developing theories between work and family (Carlson et al., 2009; Grzywacz & Marks, 2000). Kahn, Wolfe, Quinn, Snoek, & Rosenthall (1964), speaking on this topic using the role theory framework, proposed that due to the various expectations/demands placed on individuals ranging from their families and work. The pressure to focus on all of these creates conflict and makes it difficult to participate in both roles.
Due to the intensification of work and the exhausting lifestyle of most Hongkong’s workforce, there is a continuous work interference on employees’ personal lives, most especially working parents (Yuk-King et al, 2014). According to a survey conducted by Randstad Holding in 2012, it shows that 68% of Hongkong respondents handled work matters from home. This ranges from receiving calls(video/audio), emails, writing reports, to mention a few. Outside of the regular work hours, 56% of the respondents agreeing to work extra hours. Yuk-King et al. (2014) concluded that situations like this cause psychological distress in employees regardless of their marital status. At the same time, it causes a strain in parent-child relationships for married employees with kids. However, Cheung and Halpern (2010) expressed a different opinion and pointed out that work-life conflict can benefit the individuals involved. For example, personal growth, experiences, financial benefits, and skills acquired help their family.
According to Hossain et al. (2017), in-service staff sectors like banks face a high level of work-linked stress that leads to low productivity in the company and increased turnover. The conflict between work and family creates role pressures from the family and work domains due to an incompatible mutualism; thereby, it becomes harder to participate in one responsibility under involvement in the other role. Employees working in banks are vulnerable to work-family conflict due to their organization (Shrestha, 2012). Because employees are motivated or forced to build a long-term relationship with clients, time demand is enhanced because staffs require more time to be accessible to the clients when they are needed. This situation causes distress, tiredness, and lack of interest in working for the employees. Additionally, Rubab (2017) states that some severe consequences can arise due to unfavorable connections with family members leading to deteriorating physical health and mental impairment. Rubab (2017), further stated that family-work conflict and work stress are related because physical and emotional wellbeing is impacted.
2.6 Job Burnout
Work-family conflict leads to employees’ burnout due to a lack of balance between resources and demands. According to Mittal and Bhakar (2018), job stress is the process of physical, mental, emotional, and behavioral reactions evoked by new, increasing, or prolonged pressures, which are substantially more significant than the obtainability of surviving techniques. Prolonged stress leads to mental, psychological, and physical problems like ‘burnout’. Bhatti (2016) mentioned that job stress has a significant impact on employees. Hence, they cannot accomplish the goals of an organization due to organizational, psychological, and physical ‘burnouts.
Burnout is a severe type of stress exceeding the capacity of an individual’s ability to stress (Wu et al., 2019). Employees experiencing burnout due to a high level of stress report more depersonalization and emotional fatigue. Burnout occurs to the employees unable to withstand pressure and demands on their resources, time, and energy. Stressed employees can become less safe at the workplace, less productive, poorly encouraged, and unhealthy. Organizations with stressed workers have low chances of succeeding in the competitive market. Mittal and Bhakar (2018) researched the relationship between family-work conflict and job stress and discovered that family-work conflict has a significant connection with work stress leading to burnout, absenteeism, aggressiveness, poor productivity, and high rate of turnover. The study displayed a significant positive relationship between job stress and family-work conflict.
Excessive demands and time pressures might also negatively impact the strength of balancing both family and work. The inability to cope with work-family conflict is the source of stress that cause burnout. Moreover, with the ongoing pandemic, employees working from home start to lose boundaries between their work and personal life, and this tends to bring out the burnout to their family, thereby destroying their relationships with their partners, parents, children, and friends. Increased family-work conflict leads to more stress, lowered support from loved ones, poor attitude towards workmates, and poor relationship with clients; thereby, participating in workplace unusual behaviors.
2.7 Role Ambiguity
Role ambiguity simply means when the job goals and obligations expected from an employee are not properly laid out. Various studies on job performance focus on its relationship with role ambiguity. George and Zakariya (2015) stated that role ambiguity occurs when employees lack knowledge of their responsibilities, how to accomplish the roles, and the proper procedures accessible to perform the role effectively. Role ambiguity causes negative results because it lowers confidence, increases anxiety and depression, and developing a feeling of hopelessness (Zhou et al., 2016). According to Ehsan and Ali (2019), role ambiguity can exist if inadequate information is provided to a person to conduct a task. Additionally, role ambiguity is a condition that occurs due to disagreements happening in the community after failing to understand the employee’s side. Researchers argue that role ambiguity can not only drive the human resource in an organization into a state of confusion, but it can also incite stress. According to Hossain et al. (2017), he demonstrated that role ambiguity affects a worker’s job productivity, commitment, and satisfaction in the service sector.
2.8 Job Strain and Social Support
Job strain occurs when occupation stress or negative influences of stressful events at the workplace such as high demands, involuntary overtime, arbitrary supervision, low salaries, and conflicts amongst colleagues/employer, to mention a few. A strain is stress responses, which are manifested by people, and might include physical or psychological strain such as anxiety, depression, and illnesses. Research conducted by Mittal and Bhakar (2018) to determine the experience of stress linked to work in the organizations identified that job satisfaction, psychological health, and physical well-being can be impacted by job strain. As poor psychological and physical health leads to increased anxiety, depression, and minimized job performance.
However, Tastan (2016) proposed that social support in the workplace can help reduce the amount of job stress and improve employees’ physical/mental well-being of employees. Social support can be described as a resource that enables individuals to cope with work stressors through supportive associations with workmates and management team. Shrestha (2012) described social support as the accessibility of assistance in stressful moments from colleagues, supervisors, family, and friends. According to Foy et al. (2019), there is an inverse relationship between stress and social support. This is because, if an individual gets a low social support level, the link between strain and stress is more than when somebody gets a high social support level. Foy et al. (2019) emphasized that a lack of social support leads to a negative connection between stressors and wellbeing.
A study conducted by Cooper et al. (2019) found that banks that fail to offer organizational support result in reduced employee performance, as organization support leads to enhanced work efforts because employees feel valued and acknowledge that their employer cares about their health. Organizational support to employees faced with job stressors makes them develop an obligation to help the company attain its goals by being committed and improving their performance. Psychologically, receiving social support and organizational support makes the working environment enjoyable, less stressful and will lower turnover rates and absenteeism. In summary, as Shrestha (2012) researched, social and organizational support assist in the reduction of traumatic outcomes of job stress and enhances employee’s confidence to overcome challenges at the workplace and get the job done. Therefore, it is rational to concur with Cooper et al., (2009) that argued that there is a positive relationship between job strain, social/organizational support, and employee performance.
3.1 Job Performance
Job performance is an essential factor in an organization because it measures a company’s success and employees’ performances. These performances are through their task-related features and regular activities. According to Jayasinghe and Mendis (2017), job performance is the efficiency of personal behaviors that contribute to a company’s aims and objectives. It is also a reflection of employees’’ capabilities to realize their specific work objectives, achieving expectations, and achieving job goals (Ehsan and Ali, 2019). It comprises of behaviors and actions, which are relevant to the company’s objectives, and can be measured through personal proficiency. A reliable and hardworking employee is an asset to any organization because a healthy display of work ethics, good performance, communication, and interpersonal are amongst the factors that are essential for an organization’s long-term success. Furthermore, many employees should be rewarded based on their performance, also as a form of encouragement. In addition to that, business owners should take into account that several factors can influence an employee’s performance. Research in the past indicates various factors influencing employees’ performance (Jayasinghe and Mendis, 2017: Sharma and Khanna, 2019: Zhou et al., 2016). The factors range from individual, environmental and organizational factors.
Bin (2015) found that job satisfaction has a positive relationship with an employee’s job performance and commitment. Shrestha and Mishra (2012) defined job satisfaction as the reaction towards an employee’s work experience or positively felt by workers towards their jobs. Competitiveness, self-efficiency, and determination all have a vital positive impact on employees’ job performance. Job satisfaction is a vital indicator of employees’ psychological health and emotional well-being, influencing the organizational output. Staff with a high job satisfaction rate are less affected by ambiguities or overload; hence, there is no effect on their job performance (Bin, 2015). Additionally, job stress can lead to alcoholism, drug abuse, depression, and even accidents.
4.0 Theories and Models of Stress
The theoretical framework for this study will consist of a combination of the following theories. First, the Job Demand Control (JDC) model that explains occupational stress in the job culture. Secondly, the Effort Reward Imbalance (ERI) model aims to understand the contribution of social and psychological factors to human health and illness and, finally, the Person-Environment (PE) fit theory that defines the degree to which individual and environmental characteristics matches.
4.1 Job Demand Control (JDC) Model
Several researchers have used Karasek’s (1979) JDC model to explain the effect of job demands on occupational health. The demand-control model of occupational stress presumes that stress at work stems from the relations between psychological job burdens and skill discretion. And as Karasek (1979) stated, ‘workload demands, conflicts or other stressors which place the individual in a motivated or energized state of stress” (p.287). This means the model shows that employees perform at their best under demanding, challenging, and tenacious working environment. These demands relate to workloads such as emotional strains, interpersonal clashes, control of the job, and authority decision. The theory focuses on the prediction of outcomes on the psychological strain. It is such that workers having high demands and get paired with low control get to be at a high risk of experiencing work-related psychological distress and pressure.
This type of model associates the most to people in the banking sector, as they play an important role in the financial market, adjusting to the industry’s enormous changes, providing services to clients, taking risks and in return, are left with deleterious psychological effects on their physical health. Despite the JDC model being one of the most popular and well- researched models explaining job stress, many researchers question the validity of previous findings on this model. These researches have been deemed contradictory because of the lack of longitudinal designs, the sample size involved, the interactive effects of job demand, job control, and social support on wellbeing, work stress, and occupational stress. (Chay, 1993; Van der Doef & Maes, 1999).
4.2 Effort Reward Imbalance (ERI) Model
The effort-reward imbalance model by Siegrist (1996) unlike that of Kareseks’s (1979) job demands control model, highlights the importance of job security and upward mobility. It suggests that effort put at work is a part of the psychological contract, based on social reciprocity, where the use of opportunities and rewards remunerates such effort. The imbalance of putting much effort without any rewards can result in stress and much straining for the employee, affecting their performance. Motivation includes giving employees challenging and meaningful work to deal with, good relationships with their superiors, assuring job security, rewards/incentives, and creating opportunities to learn and develop in their careers (Walpita & Arambepola, 2020). When employees commit high efforts into their duties, it is supposed to be reciprocated by their employers. However, in situations where they are compensated with low rewards (effort-reward imbalance), this increases employees’ risk of being in distress mentally and physically.
As crucial as the effort-reward imbalance model is to present-day organizations, recent studies discovered a few mishaps. First Neuman and Baron, (1996) confirmed that the model exposes employees to workplace bullying. For example, when there is no fairness in distributing rewards and incentives amongst employees, this increases the likelihood of displaced aggression against others by employees who feel cheated on. Another is how overcommitment on the end of the employees will cause them to underestimate challenging work situations and overestimate their capabilities to control such situations, thereby increasing health challenges. Figure 2 and 3 below shows the old and current reconstructed ERI model by Siegrist; the changes in both figures highlight how overcommitment influences the perception of both high efforts and low rewards.
Figure. 2. Original ERI Model (Siegrist, 1996, p.30)
High effort Low reward
Extrinsic Intrinsic Money
(demands, (critical coping; Esteem
obligations) need for control) Status control
Figure. 3. Current ERI Model (Siegrist, 1999, p. 40)
(person) (need for control and approval)
High effort Low reward
4.3 Person-Environment Fit Theory
This theory was initially proposed by French, Rogers, and Cobb (1974) and it is defined as the compatibility between individuals and their environment. The fit theory proposes that the same way organizations lookout for individuals that fit into their structure, policies, and goals, is the same way individuals can choose a working environment that matches their every need and their characteristics. For example, before an individual gets recruited in the banking industry, they must at least possess any of the following character traits; KSAs (knowledge, skills, and abilities), emotional intelligence, communication skills, adaptability, vision, determination, and loyalty. On the other hand, individuals lookout for the following work environments; company culture, the company’s stability, values/vision, growth opportunities, work/life balance, and benefits.
The person-environment fit theory suggests that stress related to work is from the absence of fit amid the individual skills of the employee, resources, capacities, and the hassles of their environment at work. It is such that stress could occur when there is no fit between the degree to which the approaches and capabilities of the employee fulfil the demands of the work. Caplan (1983) notes that there could also be an overwhelming rise in stress levels which may incite anxiety and promote mental health if the job environment is not in line with the workers’ needs.
Literature Review Conclusion
Despite the existence of copious literature on work-related stress, the study of this phenomenon in the banking sector is still limited. Through this literature review, most of the literature selected was pertinent on the subject of the central issue, which is job-related stress in general and the impact of job-related stress in the banking sector. Two particular works that help provide an overall summary of the review is: “Causes and Management of Stress at Work” by Michie, (2002) and “Managing workplace stress” by Cartwright and Cooper, (1997). To better understand this phenomenon, this review first addressed one of the factors influencing the rise in job stress over the years: the continually changing work environment making references to Hongkong’s banking industry. The workplace environment as proved itself to be a sufficient motivator than money, because as the competitive business environment keeps evolving it is also important to motivate, attract, and keep high performance in the organization. In conclusion, it should be noted that the primary root cause of stress could occur from within or outside the workplace. Moreover, when employees face challenges from either environment, it affects their daily work routine, which is terrible for the organization. Therefore, more organizations must begin to take into consideration the health of their employees. By providing necessary support systems, creating a conducive work environment that makes working a lot easier to avoid conditions that create stress, anxiety, fears, worries, and tension,
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