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    Engaged Customers as Job Resources or Demands for Frontline Employees?

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    Publication type
    Journal article with impact factor
    Author
    Verleye, Katrien
    Gemmel, Paul
    Rangarajan, Deva
    Publication Year
    2016
    Journal
    Journal of Service Theory and Practice
    Publication Volume
    26
    Publication Issue
    3
    Publication Begin page
    363
    Publication End page
    383
    
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    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
    Keyword
    Marketing & Sales
    Knowledge Domain/Industry
    Marketing & Sales
    DOI
    10.1108/JSTP-09-2014-0208
    URI
    http://hdl.handle.net/20.500.12127/5196
    ae974a485f413a2113503eed53cd6c53
    10.1108/JSTP-09-2014-0208
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