The influence of customer participation on employee job stress—The empirical research based on the role theory

Abstract

In light of the conflicting findings in previous research on the influence of customer participation on employee job stress, it's a very meaningful study to explain the difference. Based on the role theory, two experiments were conducted in the MBA teachers. ANOVA was used to provide evidence that there was significant difference in the degree of employee job stress among the two levels of customer participation. Additionally, two-factor ANOVA revealed that role orientation and perspective taking can all coordinate the relationship between customer participation and employee job stress. So the argument is that enhancing role orientation and perspective taking can relieve employee job stress in customer participation.