A Study on the Influence of Improper Interaction on Couriers’ Job Engagement—The Moderating Influence of Organization Support

Abstract

In the process of logistics delivery, the negative effects caused by improper interaction between customers and couriers cannot be ignored. Based on affective events theory and conservation of resources theory, this research reveals the negative conduction mechanism of improper interaction between customers and couriers from the perspective of emotional exhaustion, and verifies the moderating effect of organization support. It is found that: first, the improper interaction has significant positive effects on couriers ， emotional exhaustion, and has a significant negative impact on couriers ， job engagement; second, emotional exhaustion plays a mediating role between the improper interaction and couriers ， job engagement; third, organization support plays a moderating role between the relationship of improper interaction and couriers ， emotional exhaustion. This study reveals the negative effects and inherent conduction mechanism, as well as the boundary conditions of improper interaction, from a new theoretical perspective.

Prevalence of and risk factors for burnout and occupational stress among couriers: A systematic review

“…Table 3.1 and 3.2 present the prevalence of burnout and OS using the midpoint as cut-off. Two studies, Cheng and Chen (2020) and Wang et al (2015) did not report burnout scores and were not included in table 3.1. Three papers were not included in table 3.2 for analysis, because Apouey et al (2020) and Lian and Zhou (2019) did not report mean and SD of their results and Lin et al (2010) had a sample size (n=32) that was too small to meet the normal distribution assumption.…”

“…Among the exacerbating factors, four studies analysed the relationship between occupational stress and burnout --one found no significant association, [19] another found 70% of the participants selected it as main factors of burnout (measured by long hours, heavy workload, safety concerns), and two found significant correlations between occupational stress and job burnout. [20,25] Other reported exacerbating factors included physical job demands, [18] customer behaviour, [17,24] low income, career prospect concerns and organizational constraints. [22].…”

“…[23] Among the ameliorating factors, perceived organizational support were reported by four studies. [17,20,23,25] Another dimension of Emotional Regulation (Cognitive Reappraisal) was negatively correlated with burnout. [23] Other ameliorating factors included psychological empowerment, [21] job resources, social support and decision latitude.…”

“…Cheng et al, 2020 [17] SEM Improper customer interaction has a significant positive effect on emotional exhaustion ( =0. [21] compared burnout outcome among different socio-demographic groups and reported significant differences between age groups, the 26-33 years old group experienced higher level of burnout compared to the 18-25; the married group experienced higher level of burnout compared to the unmarried; and the >5000 (RMB Yuan) monthly income group experienced significantly higher burnout than the <3000 group.…”

How algorithms make the workplace -- A qualitative analysis of Chinese couriers

“…For gig workers who are app-based and have little or no access to human managers, customer service is an important or even the single source of organizational support (Möhlmann et al, 2021). Perceived organizational support could moderate the effects of job demands on health and performance related outcomes (Cheng and Chen, 2020).…”