Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator

2012 ◽  
Vol 6 (4) ◽  
pp. 503-526 ◽  
Author(s):  
Taegoo Terry Kim ◽  
Soyon Paek ◽  
Chang Hwan Choi ◽  
Gyehee Lee
Keyword(s):  
Emotional Exhaustion ◽  
Customer Orientation ◽  
Service Recovery ◽  
Social Stressors ◽  
Service Employees ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Frontline Service Employees ◽  
Frontline Service

Predicting Service Recovery Performance through Job Crafting Perception and Behaviour: Does Proactivity Make a Difference?

2021 ◽  
pp. 232209372110464
Author(s):  
Adil Zahoor
Keyword(s):  
Service Recovery ◽  
Analysis Data ◽  
Job Crafting ◽  
Primary Data ◽  
Frontline Employees ◽  
Service Employees ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Frontline Service Employees ◽  
The Impact

The central aim of this study is to investigate whether the proactive personality (PP) of frontline service employees moderates the impact of perceived opportunity to craft (POC) on actual job crafting (JC) behaviour. We also examine the consequent effect of JC on employee work engagement (WE) and perceived service recovery performance (SRP). Primary data collected from 624 dyads of Indian frontline banking employees and their immediate colleagues (peers) formed the basis of empirical analysis. Data on JC perception, WE and JC behaviour was self-reported by the employees. On the other hand, peer-rating was invited for frontline employees’ PP and recovery performance. Empirical results indicated that the likelihood of POC resulting in actual JC is significantly higher for proactive employees in comparison to their reactive counterparts. The results also suggest that JC nurtures WE which, in turn, enhances SRP.

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

2019 ◽  
Vol 11 (1) ◽  
pp. 285 ◽  
Author(s):  
Valentina Sommovigo ◽  
Ilaria Setti ◽  
Piergiorgio Argentero
Keyword(s):  
Service Sector ◽  
Customer Orientation ◽  
Service Providers ◽  
Negative Impact ◽  
Service Recovery ◽  
Well Being ◽  
Social Stressors ◽  
Customer Contact ◽  
Service Recovery Performance ◽  
Recovery Performance

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.

Don’t just fix it, make it better! Using frontline service employees to improve recovery performance

2013 ◽  
Vol 41 (5) ◽  
pp. 515-530 ◽  
Author(s):  
Gielis A. H. van der Heijden ◽  
Jeroen J. L. Schepers ◽  
Edwin J. Nijssen ◽  
Andrea Ordanini
Keyword(s):  
Service Employees ◽  
Recovery Performance ◽  
Frontline Service Employees ◽  
Frontline Service

scholarly journals When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees

2020 ◽  
pp. 109467052096799
Author(s):  
Yumeng Yue ◽  
Helena Nguyen ◽  
Markus Groth ◽  
Anya Johnson ◽  
Stephen Frenkel
Keyword(s):  
Emotional Exhaustion ◽  
Well Being ◽  
Frontline Employees ◽  
Large Hospital ◽  
Service Employees ◽  
Withdrawal Behaviors ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Withdrawal from work by frontline employees (FLEs) is generally perceived by managers as counterproductive or anti-service behavior. However, there may be detrimental effects of continuing to provide a service, particularly after an FLE has experienced incivility. The possible beneficial effects of withdrawal on frontline service employees’ well-being have rarely been investigated. In this article, we conducted two studies to examine the moderating role of on- and off-task withdrawal behaviors on the relationship between customer incivility and employees’ emotional exhaustion. In Study 1, we examined parking officers’ reactions to customer incivility. We found support for the role of off-task withdrawal as a resource-replenishing strategy, which mitigated the relationship between customer incivility and emotional exhaustion. In Study 2, we examined a sample of nurses in a large hospital to compare the replenishing potential of both on-task and off-task withdrawal strategies. We found that off-task withdrawal served a replenishing function, while on-task withdrawal aggravated nurses’ feeling of emotional exhaustion as a result of customer incivility. These results highlight different resource implications, including recovery benefits of short-term withdrawal behaviors at work, and provide important theoretical and practical implications for the management of customer incivility and frontline service employees’ well-being and performance.

Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance

2016 ◽  
Vol 28 (12) ◽  
pp. 2888-2912 ◽  
Author(s):  
Meehee Cho ◽  
Mark A. Bonn ◽  
Su Jin Han ◽  
Kyung Hee Lee
Keyword(s):  
Emotional Exhaustion ◽  
Organizational Support ◽  
Workplace Incivility ◽  
Service Performance ◽  
Three Dimensions ◽  
Content Type ◽  
Service Employees ◽  
Frontline Service Employees ◽  
Practical Implications ◽  
Frontline Service

Purpose This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA) were also tested to determine the possibility for reducing the negative effect of workplace incivility upon the emotional exhaustion of restaurant frontline service employees. Design/methodology/approach Using data obtained from 239 restaurant frontline service employees, a 35-item instrument was used to assess workplace incivility and its effects upon emotional exhaustion, perceived service performance, POS and ERA. A structural equation model was used to test hypotheses. The multi-group approach was used to investigate the moderating effects POS and ERA have upon the relationships between workplace incivility, emotional exhaustion and perceived service performance. Findings Results documented that workplace incivility significantly increases emotional exhaustion and further leads to low levels of job service performance. Customer incivility was especially found to have the strongest power for increasing emotional exhaustion, followed by supervisor incivility. Also, results confirmed that POS and ERA play significant roles in moderating the relationships between workplace incivility, emotional exhaustion and perceived service performance. Based upon this study’s findings, theoretical and practical implications are offered for developing successful employee management strategies. Practical implications Results suggest specific practical management implications pertaining to restaurant frontline service employees. This study’s research findings recommend the development of more efficient support programs designed to diffuse potential situations involving workplace incivility. Findings further highlight the important role employee ERA has upon the effects of incivility and frontline service performance. Implications are provided with respect to specific strategic direction management should consider to recruit and select the most appropriate employees for restaurant frontline service positions. Originality/value The current study’s conceptual research was developed in an attempt to simultaneously address all three dimensions of workplace incivility to examine how they affect employee emotions and their job performance.

Climate perceptions and the customer orientation of frontline service employees

2010 ◽  
Vol 30 (8) ◽  
pp. 1343-1357 ◽  
Author(s):  
Filipe Jorge Coelho ◽  
Mário Gomes Augusto ◽  
Arnaldo Fernandes Coelho ◽  
Patrícia Moura Sá
Keyword(s):  
Customer Orientation ◽  
Service Employees ◽  
Climate Perceptions ◽  
Frontline Service Employees ◽  
Frontline Service

Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review

2021 ◽  
pp. 109467052199972
Author(s):  
Mahesh Subramony ◽  
Markus Groth ◽  
Xinyu ‘Judy’ Hu ◽  
Yu Wu
Keyword(s):  
Emotional Regulation ◽  
Service Management ◽  
Customer Orientation ◽  
Occupational Health Psychology ◽  
Service Employees ◽  
Unified Field ◽  
Bibliometric Review ◽  
Interdisciplinary Scholarship ◽  
Frontline Service Employees ◽  
Frontline Service

We conducted a comprehensive review of empirical research related to frontline service employees over the past four decades (1980-2020). Utilizing a bibliometric mapping approach, we identified 630 relevant articles appearing in service, management, marketing, and applied/occupational health psychology journals. Our analysis identified five distinct research clusters: (a) collective predictors and effects, (b) services encounters, (c) emotional regulation and management, (d) customer orientation, and (e) service stress and strain. In this article, we describe the nature of current research within each of these clusters and identify future directions within and across different clusters for scholarly work. Our review highlights the conceptual and methodological richness within the clusters and calls out for interdisciplinary scholarship to build a diverse, yet unified field of service work research.

scholarly journals Ethical Leadership as the Reliever of Frontline Service Employees’ Emotional Exhaustion: A Moderated Mediation Model

2020 ◽  
Vol 17 (3) ◽  
pp. 976 ◽  
Author(s):  
Hao Zhou ◽  
Xinyi Sheng ◽  
Yulin He ◽  
Xiaoye Qian
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Ethical Leadership ◽  
Mediating Effect ◽  
Mediation Model ◽  
Service Employees ◽  
Moderated Mediation Model ◽  
Organizational Embeddedness ◽  
Frontline Service Employees ◽  
Frontline Service

Based on the conservation of resources theory, this study aims to create new knowledge on the antecedents of emotional exhaustion. We explore the internal mechanism and boundary conditions of the impact of ethical leadership on emotional exhaustion, using data gathered from 460 frontline service employees at an airport in China. Employees completed questionnaires regarding ethical leadership, emotional exhaustion, organizational embeddedness, job satisfaction, and demographic variables. After controlling for the effects of demographic variables and company tenure, ethical leadership was found to have a negative impact on emotional exhaustion (β = −0.128, p < 0.01), and to be positively related to organizational embeddedness (β = 0.518, p < 0.01). After adding in the mediating variable (organizational embeddedness), the effect of ethical leadership on emotional exhaustion was no longer significant (β = 0.012, ns), while organizational embeddedness emerged as significantly related to emotional exhaustion (β = −0.269, p < 0.01), implying that the effect of ethical leadership on emotional exhaustion was completely mediated by organizational embeddedness. Simultaneously, the results suggested that job satisfaction could strengthen the mediating effect of organizational embeddedness on emotional exhaustion (the difference in the mediating effect between the groups with respective high and low job satisfaction was −0.096, p < 0.05). This study proposed and validated a moderated mediation model, the implications of which are that ethical leadership is an effective way to alleviate frontline service employees’ emotional exhaustion.

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