Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2023-09-04 DOI:10.1108/jstp-12-2022-0273

Fang Xie, Xufan Zhang, Jing Ye, Lulu Zhou, Wenjian Zhang, Feng Tian

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引用次数: 0

Abstract

PurposeBased on the resource conservation theory, this research paper aims to evaluate the positive impact of customer orientation on frontline employees' emotional exhaustion and the moderating effects of customer incivility and supervisor monitoring.Design/methodology/approachTwo-wave data from 484 frontline employees in power supply business halls were analyzed. This study used AMOS 23.0, SPSS22.0 and PROCESS macro for data statistics and analysis.FindingsOur empirical research demonstrates that customer orientation has a significant positive impact on frontline employees' emotional exhaustion. At the same time, supervisor monitoring moderates the relationship between customer orientation and emotional exhaustion. The higher the interactional or observational monitoring, the stronger customer orientation's effect on frontline employees' emotional exhaustion. Moreover, a three-way interaction model exists between customer orientation, customer incivility and supervisor monitoring.Practical implicationsThis study yields practical implications for helping the frontline employees of service-oriented organizations alleviate multiple interpersonal workplace pressures.Originality/valueBased on resource conservation theory, this paper used a novel approach to focus on customer orientation, customer incivility and supervisor monitoring as interpersonal stressors.

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了解顾客不文明行为和主管监控在顾客导向与一线员工情绪耗竭关系中的作用

目的基于资源守恒理论，探讨顾客导向对一线员工情绪耗竭的正向影响，以及顾客不文明行为和主管监督的调节作用。设计/方法/途径对484名供电营业厅一线员工的两波数据进行分析。本研究使用AMOS 23.0、SPSS22.0和PROCESS宏对数据进行统计和分析。实证研究表明，顾客导向对一线员工情绪耗竭有显著的正向影响。同时，主管监控调节了顾客导向与情绪耗竭的关系。互动监测或观察监测越高，客户导向对一线员工情绪耗竭的影响越强。此外，顾客导向、顾客不文明行为与主管监督之间存在三向互动模式。本研究对于帮助服务型组织的一线员工减轻多重职场人际压力具有现实意义。独创性/价值基于资源守恒理论，本文采用新颖的方法研究了顾客导向、顾客不礼貌和主管监控作为人际压力源的影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.