Show simple item record

dc.contributor.authorVerleye, Katrien
dc.contributor.authorGemmel, Paul
dc.contributor.authorRangarajan, Deva
dc.date.accessioned2017-12-02T14:53:13Z
dc.date.available2017-12-02T14:53:13Z
dc.date.issued2016
dc.identifier.doi10.1108/JSTP-09-2014-0208
dc.identifier.urihttp://hdl.handle.net/20.500.12127/5196
dc.description.abstractPurpose: - 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
dc.language.isoen
dc.subjectMarketing & Sales
dc.titleEngaged Customers as Job Resources or Demands for Frontline Employees?
dc.identifier.journalJournal of Service Theory and Practice
dc.source.volume26
dc.source.issue3
dc.source.beginpage363
dc.source.endpage383
vlerick.knowledgedomainMarketing & Sales
vlerick.typearticleJournal article with impact factor
vlerick.vlerickdepartmentTOM
vlerick.vlerickdepartmentMKT
dc.identifier.vperid35877
dc.identifier.vperid70957
dc.identifier.vperid107588
dc.identifier.vpubid6441


This item appears in the following Collection(s)

Show simple item record