Investigating role stress in frontline bank employees: A cluster based approach

An effective role stress management programme would benefit from a segmentation of employees based on their experience of role stressors. This study explores role stressor based segments of frontline bank employees towards providing a framework for designing such a programme. Cluster analysis on a random sample of 501 frontline employees of commercial banks in Jammu and Kashmir (India) revealed three distinct segments – “overloaded employees”, “unclear employees”, and “underutilised employees”, based on their experience of role stressors. The findings suggest a customised approach to role stress management, with the role stress management programme designed to address cluster specific needs.