The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion

Karatepe, Osman M.; Haktanir, Mine; Yorganci, Ilkay

doi:10.1080/02642060802626766

Cited by 30 publications

(22 citation statements)

References 48 publications

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“…Previous investigations showed that CSSs [6] were positively related to, result in, and/or heighten emotional exhaustion (i.e., lack of energy and emotional fatigue) and cynicism (i.e., detachment from work and uncaring attitude towards customers) [50][51][52][53][54][55][56][57][58][59][60][61][62] which, therefore, might produce undesirable job outcomes, including impaired job performance [63][64][65]. A possible explanation could be drawn on the COR theory [16,66].…”

Section: The Mediating Role Of Burnoutmentioning

confidence: 98%

“…The responses were obtained on a seven-point Likert scale (from 1 = strongly disagree to 7 = strongly agree). This scale, which has the advantage of its short length (5 items), has been widely applied by previous psychological studies which assessed SRP within service organizations (e.g., [56,59,77,78]). The reliability of the scale was 0.75.…”

Section: Measurementsmentioning

confidence: 99%

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The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance

2019

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In the service sector, customer-related social stressors may weaken employees’ well-being, impairing job-related outcomes. Drawing on the Conservation of Resources theory and on the psychology of sustainability, fostering personal resources become critical to encourage service providers who can effectively manage such job demands. This study investigated how customer-related social stressors and customer orientation influence service recovery performance and whether resilience buffers the negative effects of customer incivility on service recovery performance. One hundred and fifty-seven Italian customer-contact employees completed a questionnaire analyzing customer incivility, customer-related social stressors, resilience, customer orientation, and service recovery performance. Regression analyses and SEMs were conducted. Although all customer-related social stressors indirectly and negatively influenced service recovery performance by increasing burnout symptoms, customer incivility only exerted a direct and detrimental impact on service recovery performance. Customer orientation was directly and positively associated with service recovery performance. Highly resilient employees were less affected by variations in service recovery performance across customer incivility levels. Within the psychology of sustainability framework, promoting resilient workplaces is crucial to foster healthy and sustainable work settings. Service organizations can greatly benefit from providing their employees with psychological resilience training programs, cultivating high customer-oriented attitudes through mentoring sessions, and hiring highly customer-oriented and resilient employees for customer-contact occupations.

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Section: The Mediating Role Of Burnoutmentioning

confidence: 98%

Section: Measurementsmentioning

confidence: 99%

The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance

2019

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“…Having shared values represents an intangible asset contributing to service quality through reducing the service-performance gap (Chenet et al, 2000). They also help service employees through offering guidelines for behaviour in stressful environments (Karatepe et al, 2010). Moreover, when values are shared, employees interpret stimuli in the same way (Meglino and Ravlin, 1998), forge strong relationships even though circumstances are unstable or uncertain (Voss et al, 2000), and are better able to deal with aggravated customers (Maxham and Netemeyer, 2003).…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

How Leadership and Commitment Influence Bank Employees’ Adoption of their Bank’s Values

2011

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“…To date, research on the impact of customer behaviors on frontline employees' job strain has mainly focused on negative customer behaviors (e.g., verbal aggression), thereby hinting that these behaviors have a negative impact on job strain among frontline employees (Karatepe et al, 2010;Rafaeli et al, 2012;Rod and Ashill, 2013). In addition, a few studies have demonstrated that the same goes for customer behaviors required for service delivery, such as customers providing information about their needs (Chan et al, 2010;Hsieh and Yen, 2005;Mustak et al, 2013).…”

Section: Introductionmentioning

confidence: 99%

Engaged customers as job resources or demands for frontline employees?

Verleye

Gemmel

Rangarajan

2016

Journal of Service Theory and Practice

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Purpose -This paper proposes and empirically tests a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress-job strain relationship among frontline employees.Design/methodology/approach -Drawing from the job demands-resources model, this paper hypothesizes that some CEBs weaken the role stress-job strain relationship among frontline employees, whereas the opposite holds for other CEBs. To test these hypotheses, the study involved a survey among 279 frontline employees in 20 nursing home teams in Belgium.Findings -The results reveal that the impact of role stress on job strain is stronger when frontline employees notice more helping behaviors among customers and weaker when frontline employees receive more customer feedback or notice that customers spread positive word of mouth about the nursing home.Originality/value -This research contributes to the customer engagement and frontline employee literature by showing that CEBs can act as both job demands and job resources for frontline employees.

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The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion

Cited by 30 publications

References 48 publications

The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance

The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance

How Leadership and Commitment Influence Bank Employees’ Adoption of their Bank’s Values

Engaged customers as job resources or demands for frontline employees?

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