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The purpose of this study is to examine the relationship between job stress and job performance of front-liners in a shared service center, Malaysia. The conceptual framework of this study is based on the model of Job Stress (role ambiguity, role conflict, inadequate resources, and workload) and the concept of job performance. A total of 113 front-liners from various departments in a shared service center were selected as respondents through convenience sampling technique. Findings indicated that job stress was significantly related to job performance.

The Relationship between Job Stress and Front-liners’ Job Performance in a Shared Service Center in Malaysia