Engaged Customers as Job Resources or Demands for Frontline Employees?
Verleye, Katrien Gemmel, Paul Rangarajan, Deva
Verleye, Katrien
Gemmel, Paul
Rangarajan, Deva
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Publication Type
Journal article with impact factor
Editor
Supervisor
Publication Year
2016
Journal
Journal of Service Theory and Practice
Book
Publication Volume
26
Publication Issue
3
Publication Begin page
363
Publication End page
383
Publication NUmber of pages
Collections
Abstract
Purpose: - The purpose of this paper is to empirically test a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress-job strain relationship among frontline employees. Design/methodology/approach: - Drawing from the job demands-resources model, this paper hypothesizes that some CEBs weaken the role stress-job strain relationship among frontline employees, whereas the opposite holds for other CEBs. To test these hypotheses, the study involved a survey among 279 frontline employees in 20 nursing home teams in Belgium. Findings: - The results reveal that the impact of role stress on job strain is stronger when frontline employees notice more helping behaviors among customers and weaker when frontline employees receive more customer feedback or notice that customers spread positive word-of-mouth about the nursing home. Originality/value This research contributes to the customer engagement and frontline employee literature by showing that CEBs can act as both job demands and job resources for frontline employees
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Keywords
Marketing & Sales