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| Author: | Whiting, A. Donthub, N. Baker, A.M. |
| Title: | Investigating the immediate and long-term effects of job stressors on frontline service employees |
| Journal: | International Journal of Research in Marketing
2011 : DEC, VOL. 28:4, p. 319-331 |
| Index terms: | service industries employees stress models |
| Freeterms: | customer crowding emotional labour |
| Language: | eng |
| Abstract: | This article features two studies that examine the short- and long-term effects of job stressors on frontline service employees (FSEs). A conceptual model of two job stressors, crowding and emotional labor, is developed and tested using cognitive appraisal theory. One of the studies is a field experiment that investigates the short-term effects of crowding in a company. The findings are then extended in the second study to find the long-term effects of emotional labor and crowding on FSEs from multiple companies. The results indicate that both crowding and emotional labor have negative effects, with the former being short-term and the latter being long-term effects. Preventing these two phenomena from occurring too often improves FSE job outcomes and strategy coping. |
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