The effects of employee burnout on customers: An experimental approach

IF 5.6 2区心理学 Q1 PSYCHOLOGY, APPLIED

Work and Stress Pub Date : 2020-04-02 DOI:10.1080/02678373.2019.1577312

Hadar Nesher Shoshan, S. Sonnentag

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引用次数: 17

Abstract

ABSTRACT This study investigated the different effects of employee burnout dimensions (depersonalisation and emotional exhaustion) on customer service perceptions. We hypothesised that customers who interact with depersonalising employees will feel angry and hostile, which, in turn, should be related to low service perceptions. Emotional exhaustion was hypothesised to attenuate this effect because customers might perceive exhaustion as a reason for the depersonalising behaviour and may be affected less negatively. Each of the 156 study participants read 12 vignettes in which university employees displayed depersonalisation and emotional exhaustion symptoms. Multilevel analysis showed that employee depersonalisation negatively affected customer perceptions towards employee service and organisation service. Customer anger and hostility mediated this effect. Employee emotional exhaustion moderated the indirect effect such that depersonalisation had the strongest effect on customer service perceptions via anger and hostility when the employee did not display emotional exhaustion. Findings highlight the importance of studying the effects of depersonalisation and emotional exhaustion separately, and taking into account customer affective processes.

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员工倦怠对顾客的影响:一种实验方法

摘要本研究探讨了员工倦怠维度(去人格化和情绪耗竭)对客户服务感知的不同影响。我们假设，与缺乏人情味的员工互动的顾客会感到愤怒和敌意，这反过来应该与低服务感知有关。假设情绪耗竭会减弱这种影响，因为顾客可能会认为耗竭是去人格化行为的一个原因，因此可能会受到较少的负面影响。156名研究参与者中的每一位都阅读了12篇小短文，其中大学员工表现出人格解体和情绪衰竭的症状。多层次分析表明，员工去人格化对客户对员工服务和组织服务的看法产生了负面影响。顾客的愤怒和敌意起到了中介作用。员工情绪耗竭调节了间接影响，例如当员工没有表现出情绪耗竭时，去人格化通过愤怒和敌意对客户服务感知的影响最大。研究结果强调了分别研究人格解体和情绪耗竭的影响的重要性，并考虑到客户的情感过程。

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

Work and Stress PSYCHOLOGY, APPLIED-

CiteScore

11.70

自引率

3.30%

发文量

期刊介绍： Work & Stress is an international, multidisciplinary quarterly presenting high-quality papers concerned with the psychological, social and organizational aspects of occupational health and well-being, and stress and safety management. It is published in association with the European Academy of Occupational Health Psychology. The journal publishes empirical reports, scholarly reviews and theoretical papers. It is directed at occupational health psychologists, work and organizational psychologists, those involved with organizational development, and all concerned with the interplay of work, health and organisations. Research published in Work & Stress relates psychologically salient features of the work environment to their psychological, behavioural and health consequences, focusing on the underlying psychological processes. The journal has become a natural home for research on the work-family interface, social relations at work (including topics such as bullying and conflict at work, leadership and organizational support), workplace interventions and reorganizations, and dimensions and outcomes of worker stress and well-being. Such dimensions and outcomes, both positive and negative, include stress, burnout, sickness absence, work motivation, work engagement and work performance. Of course, submissions addressing other topics in occupational health psychology are also welcomed.