The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction

Kim, Gawon; Ro, Heejung; Hutchinson, Joe; Kwun, David Joon-Wuk

doi:10.1080/15256480.2014.961797

Cited by 53 publications

(58 citation statements)

References 68 publications

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“…Besides, emotional exhaustion and burnout symptoms occur as a result of the lack of tolerance that the frontline employees have for their coworkers and customers (Jun et al, 2016). In their research, Kim et al (2014) and Charoensukmongkol et al (2016) also related customer incivility to the employee's self-evaluation dimension, depersonalization, and burnout.…”

Section: Resultsmentioning

confidence: 99%

“…Despite the fact that the literature that investigates the relation between customer aggression and burnout is limited, there are a good number of studies that link customer aggression with emotional exhaustion (the core component of burnout) among frontline employees in several service sectors (Li & Zhou, 2013;Durusun & Aytec, 2014;Sliter, Pui, Sliter, & Jex, 2011;Ferguson, 2012;Jun et al, 2016;Kim, Ro, Hutchinson, & Kwun, 2014;Echeverri, Salomonson, & Åberg, 2012;Wu, 2015;Fu, 2016). In the case of hotels, restaurants, and travel agencies, many researchers found that the customer verbal aggression has been the main cause of emotional exhaustion (Karatepe et al, 2009b;Choi et al, 2014;Karatepe & Ehsani, 2012;Choi & Lee, 2010;Karatepe, 2011;Kim et al, 2012;Fu, 2016;Han et al, 2016;Sunny et al, 2017).…”

Section: Customer Verbal Aggression and Burnoutmentioning

confidence: 99%

See 1 more Smart Citation

The Effect of Customer Verbal Aggression on Burnout in Frontline Employees in Hotels and Travel Agencies: The Moderating Role of Perceived Supervisor Support

Demerdash¹,

Said²

2018

JTHM

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This study aimed to assess the effect of customer verbal aggression (CVA) on job burnout (JB) in frontline employee in both hotels and travel agencies, trying to reveal if there is a difference between both sectors in this context. The study additionally tested the moderation role of perceived supervisor support (PSS) in the relation between customer verbal aggression and burnout in hotels and travel agencies. Two versions of the questionnaire were distributed online. The first among hotels employees and the second was addressed to travel agencies employees; 613 were retrieved and analyzed using the version of Spss 23.0. The results showed a significant difference among the level of customer verbal aggression, job burnout, and perceived supervisor support in hotels and travel agencies. Although there was a significant relation between customer verbal aggression and job burnout among frontline employees in both settings, this relationship was moderated by PSS in hotels but not in travel agencies. Eventually, the study concludes with recommendations and practical managerial implications in this regard and it can be considered as a first step for helping practitioners to efficiently manage such a phenomenon.

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Section: Resultsmentioning

confidence: 99%

Section: Customer Verbal Aggression and Burnoutmentioning

confidence: 99%

The Effect of Customer Verbal Aggression on Burnout in Frontline Employees in Hotels and Travel Agencies: The Moderating Role of Perceived Supervisor Support

Demerdash¹,

Said²

2018

JTHM

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“…This asymmetry is often aggravated by excessive organizational tolerance toward unruly customers (Yagil, 2008). Accordingly, the association between having to deal with unruly customers and both emotional exhaustion and turnover intention has been corroborated empirically in the tourism industry (Han, Bonn, & Cho, 2016;Hu et al, 2017;Kim et al, 2014). Hence:…”

Section: Customer Confrontationmentioning

confidence: 91%

“…Despite this crucial role for service delivery, they are often confronted with a stressful and adverse work environment (Mohamed, 2015;Zopiatis, Theocharous, & Constanti, 2018). Some typical stressors mentioned in extant research are emotional labor, customer confrontation, often long and irregular work shifts or high time pressure (Kim, Ro, Hutchinson, & Kwun, 2014;Lee, Magnini, & Kim, 2011;Shani, Uriely, Reichel, & Ginsburg, 2014). Although, each of these challenges is not unique to working in tourism, the combination of all is arguably not too common in most other industries.…”

Section: Introductionmentioning

confidence: 99%

The impact of social and temporal job demands and resources on emotional exhaustion and turnover intention among flight attendants

Schiffinger

Braun

2019

Journal of Human Resources in Hospitality & Tourism

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Based on a survey among flight attendants from a DACHcountry-based airline, this study examines the effects and relative importance of social and temporal determinants of emotional exhaustion and turnover intention. Results suggest that scheduling satisfaction is the most influential predictor of both emotional exhaustion and turnover intention, followed by time pressure and surface acting for emotional exhaustion and surface acting and organizational support for turnover intention. From a practical standpoint, these results thus suggest that the most important predictors of emotional exhaustion and turnover intention can be shaped and influenced quite well by management.

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“…Satisfied employees tend to be more productive, positive and creative (Kong et al, 2018). However, what characterizes the hotel and tourism industry is the lack of qualified staff, that is, employees (Kim et al, 2014). In addition, hotel employees show low levels of job satisfaction, with high employee turnover (Kim et al, 2016;Lam et al, 2001).…”

Section: Introductionmentioning

confidence: 99%

Employee satisfaction in hotel industry: The case of hotel Radan in Prolom Banja

Perić¹,

Dramićanin²,

Sančanin³

2019

Bizinfo

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Employees or human resources play a central role in the hotel industry. The quality of hotel employees' work depends primarily on their job satisfaction. This has directed the subject of the research in this paper to examine the key factors of employee satisfaction in the hotel industry. The survey was conducted using a questionnaire-based test method at the Radan Hotel in Prolom Banja, on a sample of 75 subjects. The most important finding of the research relates to the identification of key factors of employee satisfaction, the most important of which are the working environment of employees, interpersonal relations and communication of management with employees, as well as to the fact that there is not statistically significant influence between demographic variables of respondents and factors of employee satisfaction. Implications, research limitations and suggestions for future research are presented.

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The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction

Cited by 53 publications

References 68 publications

The Effect of Customer Verbal Aggression on Burnout in Frontline Employees in Hotels and Travel Agencies: The Moderating Role of Perceived Supervisor Support

The Effect of Customer Verbal Aggression on Burnout in Frontline Employees in Hotels and Travel Agencies: The Moderating Role of Perceived Supervisor Support

The impact of social and temporal job demands and resources on emotional exhaustion and turnover intention among flight attendants

Employee satisfaction in hotel industry: The case of hotel Radan in Prolom Banja

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