Customer Service Stress: A Meta-Analysis of Customer Mistreatment

Arvan, Maryana L.; Dreibelbis, Rachel C.; Spector, Paul E.

doi:10.1108/s1479-355520190000017006

Cited by 13 publications

(19 citation statements)

References 76 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Unexpected performance of services (negative) may also lead to dissatisfaction, which results in stress (Duhachek, 2005;Paul et al, 2016). Likewise, sudden changes in the service provider's behavior or unexpected addition of new service (or information of the same) may lead to stress in customers (Vakulenko et al, 2019;Arvan et al, 2019).…”

Section: Perceived Stress In Servicementioning

confidence: 99%

“…Researchers have also discussed how consumers cope up with stress and manage cognitive imbalance that leads to adjustments in their attitude and beliefs. It has been already established that consumer discomfort may lead to a weakened customer-company relationship (Hennig-Thurau et al, 2000;Arvan et al, 2019). There are other adverse outcomes for the service provider such as avoidance, dissatisfaction, reduced loyalty and negative word of mouth (Reynolds and Beatty, 1999;Spake et al, 2003;Jiang et al, 2019;Arvan et al, 2019) and may also influence defection (Bitner, 1995).…”

Section: Perceived Stress In Servicementioning

confidence: 99%

“…It has been already established that consumer discomfort may lead to a weakened customer-company relationship (Hennig-Thurau et al, 2000;Arvan et al, 2019). There are other adverse outcomes for the service provider such as avoidance, dissatisfaction, reduced loyalty and negative word of mouth (Reynolds and Beatty, 1999;Spake et al, 2003;Jiang et al, 2019;Arvan et al, 2019) and may also influence defection (Bitner, 1995). In addition, consumptionrelated stress has long-term consequences and significant influences on the consumers' wellbeing (Thoits, 1995).…”

Section: Perceived Stress In Servicementioning

confidence: 99%

“…Other scholars have found that stress leads to undesirable behavior that includes compulsive consumption and materialism (Rindfleisch et al, 1997). Scholars such as Viswanathan et al (2005) and Arvan et al (2019) have suggested that consumer stress needs to be researched thoroughly by the marketing scholars and industry professionals with the development of measurement instruments. This would provide a comprehensive foundation for the topic of customer stress in the marketing literature.…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress

Roy

Jain

2020

EJM

View full text Add to dashboard Cite

Purpose The purpose of this study is to construct and validate a generalizable scale to measure service induced perceived stress for customers of personal services with a high level of intangibles having both online and offline components. Design/methodology/approach Five studies were conducted to this end. The first was qualitative and the rest were quantitative (survey) with a total sample size of 1,300. The last study was conducted in a different country than the first four. Findings The studies resulted in a five-dimensional SERVSTRESS scale to measure service induced stress for customers with the following dimensions, namely, psychological stress; information stress; complexity stress; personnel stress and outcome stress. The scale was tested in a nomological network. Research limitations/implications The present study addresses a hitherto unaddressed gap in marketing literature with the construction and validation of a scale to measure service stress of a customer (named SERVSTRESS) using data from five studies spanning two countries. Practical implications The SERVSTRESS scale is relevant for the practitioners as it adds more value beyond the traditional service quality measures and allows the marketer to understand the nature of the stressors (with a specific focus on which is going right and which is going wrong) in the service delivery and allow him/her to take remedial actions. Originality/value The originality of the study is in the creation of a new scale to measure personal service stress and uncovering its underlying dimensions.

show abstract

Section: Perceived Stress In Servicementioning

confidence: 99%

Section: Perceived Stress In Servicementioning

confidence: 99%

Section: Perceived Stress In Servicementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress

Roy

Jain

2020

EJM

View full text Add to dashboard Cite

show abstract

“…The best way to maximize servant employees is to treat employees in the way the organization wants them to treat the customers, which stems from the normative principle. 18 Eisenberger et al introduced the term perceived organizational support and described employees' perceptions of the well-being provided by the organization. The organizational support perception is the criterion by which an employee evaluates an organization's emotional commitment to itself.…”

Section: Introductionmentioning

confidence: 99%

Factors Influencing Turnover Intention of Physicians in Deprived Areas

Farkhani

Soltani

2021

Hosp Pract Res

View full text Add to dashboard Cite

Background: The lack of specialist physicians is a major concern in developing countries, especially in deprived cities. Objectives: This study aimed to identify the predictive variables of the turnover intention of physicians working in an undeveloped and deprived city in Iran. Methods: Participants were 100 physicians working at North Khorasan University of Medical Sciences, Iran. The data were collected using a standard questionnaire of Turnover Intention, Interpersonal Conflict, Work-Family Conflict, Work Overload, and Organizational Support scales. We proposed a hybrid methodology to identify factors influencing turnover intention, which combines clustering and classification methods. RStudio 1.1, SPSS Clementine 12, and SPSS 22 programs were used for data analysis. After data clustering, we made a CART decision tree model for each cluster and used the variable importance feature of SPSS Clementine to discover the factors influencing turnover intention in each cluster. Results: We found two significant clusters of physicians’ turnover intention. In both clusters, interpersonal conflict (work ambiguity and work conflict) was the most important predictor of physician turnover intention, but physicians in the first cluster compared to the second had a higher turnover intention. In cluster 1, work overload, organizational support, and work-family conflict were respectively the predictors of physician turnover intention and in cluster 2, organizational support, work-family conflict, and final work overload were respectively the predictors of physician turnover intention. Conclusion: Cultural differences and the resulting interpersonal conflicts are the most important predictors of physician turnover intention in deprived areas. Turnover intention predictions of physicians with a longer work experience are different from that of others, and human resource managers must implement appropriate strategies to keep physicians in the deprived areas.

show abstract

Observing customer stress and engagement: An intercultural perspective

Temerak

Zhang

Lages

2023

Psychology and Marketing

View full text Add to dashboard Cite

Since observing customers outnumber focal customers in most service interactions, service managers aim to engage them despite triggers, such as service incivility. This research contributes to the understanding of the role of stress in observing customers' engagement (CE). It answers two RQs: (1) What is the relationship between their stress and engagement?; (2) What are the triggers of stress? Since ethnically different people pay different levels of attention to contextual and social factors, two sequential scenariobased experiments are adopted to study two triggers of stress (i.e., availability of information about an incivility incident, and ethnic similarity between the observing customer and the mistreated employee), which impacts CE in an intercultural service encounter. Study 1 compares being exposed to full versus partial information and demonstrates that full information about the incivility incident increases observers' psychological stress, which reduces their behavioral and emotional engagement. Study 2 compares how white and black observers react to ethnic similarity between the observing customer and the mistreated employee. Results show that incivility triggers outward psychological stress in white and black observers. In turn, black observers' outward stress reduces their behavioral engagement, while white observers' behavioral engagement is reduced by both their inward and outward stress.

show abstract

Customer Service Stress: A Meta-Analysis of Customer Mistreatment

Cited by 13 publications

References 76 publications

Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress

Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress

Factors Influencing Turnover Intention of Physicians in Deprived Areas

Observing customer stress and engagement: An intercultural perspective

Contact Info

Product

Resources

About