If You Are Emotionally Intelligent: The effects of customer‐related social stressors on counterproductive work behavior for front‐line service employees

Abstract

Recent literature in the area of employee–customer interactions suggests that stressful encounters contribute to negative outcomes for service employees. Few studies, however, have focused on the effects of customer‐related social stressors (CSS) on counterproductive work behavior (CWB) among front‐line service employees. The researchers tested a moderated mediation model of the effects of CSS on CWB with the key objective of exploring the mediation effects of emotional exhaustion and the moderating effects of emotional intelligence on this relationship. Based on a sample of 244 call center representatives in China, the research revealed that CSS led to emotional exhaustion, which, in turn, related to CWB for service employees. Furthermore, emotional intelligence acted as a buffer on the effects of CSS on CWB via emotional exhaustion.

The Work-Family Spillover Effects of Customer Mistreatment for Service Employees: The Moderating Roles of Psychological Detachment and Leader–Member Exchange

“…Despite these fruitful findings, the effects of customer mistreatment on the family domain for service employees remain almost unexplored, and this lack of knowledge is problematic, for family is one of the most important non-work domain which strongly relates to one’s well-being, work attitude and behavior (Casper et al, 2007). Zhang et al (2016) also call for studies to illustrate how customer-related stressors adversely affect the targets’ family domain.…”

Inteligencia emocional y conductas desviadas: Metaanálisis de Inteligencia Emocional y su relación con las Conductas Laborales Contraproducentes

“…En el polo negativo, una IE disminuida se asocia a conductas desviadas que violan las normas laborales incivilidad en el trabajo (Kirk, Schutte, & Hine, 2009) y a CLC, las que de acuerdo con Karim et al (2015), incrementan la insatisfacción laboral y disminuyen el compromiso organizacional. Asimismo, fue posible identificar los factores del entorno organizacional insatisfacción (Alias et al, 2013;; injusticia (Devonish, & Greenidge, 2010); estrés (Greenidge, & Coyne, 2014); incivilidad (Karim et al, 2015); estresores sociales relacionados con el cliente (Zhang et al, 2016) y familiar incivilidad familiar (Bai, Lin, & Wang, 2016) asociadas a CLC. En la mayoría de los estudios, los investigadores reportan el papel moderador de la inteligencia (De Clercq et al, 2014;Devonish, & Greenidge, 2010;Greenidge, & Coyne, 2014;Hwa, & Amin, 2016;Karim et al, 2015;Raman et al, 2016;Zhang et al, 2016) y, en particular, de uno de sus componentes, la regulación emocional (Bai et al, 2016).…”

“…Why emotion at work matters: examining the influence of emotional labour and emotional intelligence on workplace behaviours among service workers in East Malaysia (Hwa, & Amin, 2016 (Raman, Sambasivan, & Kumar, 2016). n = 512 Edad promedio: 85% >35 154 hombres (30.0%) 358 mujeres (70.0%) Empleados If you are emotionally intelligent: The effects of customer related social stressors on counterproductive work behavior for front line service employees (Zhang, Redfern, Newman, & Ferreira-Meyers, 2016…”

Exploring interventions to curb workplace deviance: lessons from Air India

“…As a matter of fact, airline employees are required to work for prolonged hours and have to deal with a diverse set of customers, who may be sometimes disrespectful, hard-to-please and over-demanding (Browning, 2008; Vatankhah et al , 2017; Vatankhah and Raoofi, 2018). All the above factors causes lower job satisfaction, health issues, poor family and social relations among airline employees, which in turn drive them toward exhibiting deviant behaviors (Ahmad and Omar, 2014; Lawrence and Robinson, 2007; Lin, 2017; Zhang et al , 2016).…”

“…Whilst the deviant behavior not only tarnishes the corporate brand image but it also drive away the customers, which significantly add to the costs of an organization (Harris and Ogbonna, 2006; Porath et al , 2010; Saad and Amy, 2007). Given the negative impact of deviant behaviors on both corporate brand image and customer retention, one must clearly identify ways for minimizing such behaviors among the airline employees (Cohen, 2016; Lin, 2017; Shoss et al , 2016; Zhang et al , 2016; Zhou, Ma and Dong, 2018). Besides, researchers emphasized that despite the rise of deviant behaviors in the aviation industry, there is a dearth of studies addressing this issue in developing and underdeveloped countries (Cohen, 2016; Lasisi Olukayode et al , 2014; Vatankhah et al , 2017).…”