Customer-Related Stressors and Effects on Burnout: A Study in Turkey

Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

“…For example, a positive association between customer verbal aggression and employee feelings of burnout is confirmed by previous findings [12,41,99,100]. However, the insignificant relationship between customer disproportionate demands with employee feeling of burnout is anomalous in relation to previous studies [23,24,35]. The reason might be the coping strategies or information processing route taken by service provider's employees (cognitive or affective route) whereby the employees either think about customer demands (cognitive) or overly react (affective) to compensate the customers [5].…”

“…We can term this effect as "trickle back effect", a combination of trickle in, trickle out and trickle around effect. Frontline employees in a service setting face dysfunctional customer behavior [12], which affects their emotional wellbeing [24], and that in turn affects not only the employee's attitude [35] but also customer's wellbeing in the form of low-quality service recovery [36].…”

“…Such a strenuous situation affects employee perception about the job, profession and even about his/her efforts to recover [19,20]. Direct social influence has been widely discussed in past literature [21][22][23][24][25]. Nonetheless, how the feeling of one actor outside the organizational boundaries (customer) affects people in the organization (employee), which in turn, is passed on to other people outside the organization (customer, family), is still unexplored [5].…”