Abstract
Abstract. The purpose of this study was to replicate the dimensions of the customer-related social stressors (CSS) concept across service jobs, to investigate their consequences for service providers’ well-being, and to examine emotional dissonance as mediator. Data of 20 studies comprising of different service jobs (N = 4,199) were integrated into a single data set and meta-analyzed. Confirmatory factor analyses and explorative principal component analysis confirmed four CSS scales: disproportionate expectations, verbal aggression, ambiguous expectations, disliked customers. These CSS scales were associated with burnout and job satisfaction. Most of the effects were partially mediated by emotional dissonance. Further analyses revealed that differences among jobs exist with regard to the factor solution. However, associations between CSS and outcomes are mainly invariant across service jobs.
References5
2000). Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences. Journal of Professional Services Marketing, 20, 51–72.
(1994). Fluktuation und Berufsverläufe bei Computerfachleuten
([Turnover and career paths among computer specialists] . Zeitschrift für Arbeits- und Organisationspsychologie, 38, 152–163.2000). Patient demands, lack of reciprocity, and burnout: A five-year longitudinal study among general practitioners. Journal of Organizational Behavior, 21, 425–441.
(1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173–1182.
(1996). Workplace violence and workplace aggression: Evidence on their relative frequency and potential causes. Aggressive Behavior, 22, 161–173.
(2005). The relationship between empowerment, aggressive behaviours of customers, coping, and burnout. European Journal of Work and Organizational Psychology, 14, 81–99.
(1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58, 95–106.
(*2005). Copingstrategien bei klientenbedingten Stressoren,
([Coping strategies associated with customer-related social stressors] (Unpublished master’s thesis). Johann Wolfgang Goethe University, Frankfurt am Main, Germany2005).
(Toward understanding emotional management at work: A quantitative review of emotional labor research . In C. E. J. HärtelW. J. ZerbeN. M. AshkanasyEds., Emotions in organizational behavior (pp. 213–233). Mahwah, NJ: Erlbaum.2002). Customer violence and employee health and safety. Work, Employment and Society, 16, 151–169.
(1992). Die Messung von Burnout. Untersuchung einer deutschen Fassung des Maslach Burnout Inventory (MBI-D)
([The measurement of burnout. Studies on a German version of the Maslach Burnout Inventory] . Diagnostica, 38, 328–353.*2002). The role of customer-related social stressors, social support and reciprocity in Australian radiation therapists. A validation of the CSS scales, (Unpublished honors’ thesis). University of South Australia, Adelaide, Australia.
(2009). Relative benefits of meta-analysis conducted with individual participant data versus aggregated data. Psychological Methods, 14, 165–176.
(1993). A review and an integration of research on job burnout. Academy of Management Review, 18, 621–656.
(2006). Stressors, resources, and strain at work: A longitudinal test of the triple-match principle. Journal of Applied Psychology, 91, 1359–1374.
(2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88, 284–294.
(1998). The perceptions of fair interpersonal treatment scale: Development and validation of a measure of interpersonal treatment in the workplace. Journal of Applied Psychology, 83, 683–692.
(2012, July). Impact of age and gender on the effects of social stress on health in service jobs. Oral presentation at the 33rd Stress and Anxiety Research Society International Conference, Palma de Mallorca, Spain
(*2003). Zum Stand der Dienstleistungsqualität in der ärztlichen Praxis,
([The extent of service quality in medical practice] . Mainz, Germany: Johannes Gutenberg-University, Institute of Psychology.*2004). Customer-related social stressors and burnout. Journal of Occupational Health Psychology, 9, 61–82.
(*2006). Stress von Lehrern: Belasten Schüler und Eltern stärker als Kunden?
([Teachers’ stress: Are students and their parents more stressful than customers?] (Unpublished master’s thesis). Johannes Gutenberg University, Mainz, Germany.2013). Customer-related social stressors and service providers’ affective reactions. Journal of Organizational Behavior, 34, 520–539.
(2004). Repercussions of promoting an ideology of consumption: Consumer misbehavior. Journal of Business Research, 57, 1239–1249.
(*2007). Polizisten und Bürger: Dienstleisterstress im Kontakt mit Kunden,
([Police officers and citizens: Service providers’ stress in interactions with customers] (Unpublished master’s thesis). Johannes Gutenberg University, Mainz, Germany.1996). Maximizing the usefulness of data obtained with planned missing value patterns: An application of maximum likelihood procedures. Multivariate Behavioral Research, 31, 197–218.
(2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95–110.
(2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 397–418.
(2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12, 63–79.
(2002). Affective states and traits in the workplace: Diary and survey data from young workers. Motivation and Emotion, 26, 31–55.
(1990). Organizational justice: Yesterday, today, and tomorrow. Journal of Management, 16, 399–432.
(2004). Jaycustomer behavior: An exploration of types and motives in the hospitality industry. Journal of Services Marketing, 18, 339–357.
(2007). Attenuating the effects of social stress: The impact of political skill. Journal of Occupational Health Psychology, 12, 105–115.
(2003). Emotional dissonance and burnout among cabin attendants. European Journal of Work and Organizational Psychology, 12, 81–100.
(2006). The role of self-efficacy in performing emotion work. Journal of Vocational Behavior, 69, 222–235.
(2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology: An International Review, 50, 337–370.
(1983). The managed heart: Commercialization of human feeling. Berkeley, CA: University of California Press.
(*2006). Kundenorientierung als persönliche Ressource im Stressprozess. Eine Längsschnittstudie,
([Service orientation as a personal resource in the stress process. A longitudinal study] (Unpublished dissertation). Johann Wolfgang Goethe University, Frankfurt am Main, Germany.*1999). Psychische Anforderungen in Dienstleistungsberufen am Beispiel Call Center,
([Psychological demands in service jobs: Texample of call centers] (Unpublished dissertation). Johann Wolfgang Goethe University, Frankfurt am Main, Germany.*2004). Einfluss kundenbezogener sozialer Stressoren auf das Befinden von Altenpflegern,
([Consequences of customer-related social stressors on the well-being of nurses working in the care of the elderly] (Unpublished master’s thesis). Johann Wolfgang Goethe University, Frankfurt am Main, Germany.1993). LISREL 8. Chicago, IL: Scientific Software.
(2012). Job attitudes. Annual Review of Psychology, 63, 341–367.
(*2000). Arbeitsbedingungen und Kundenzufriedenheit in Dienstleistungsberufen. Eine Studie bei der Evangelischen Kirche Hessen Nassau (EKHN),
([Working conditions and customer satisfaction in service jobs. A study of the protestant church in Hesse Nassau (EKHN)] (Unpublished master’s thesis). Johann Wolfgang Goethe University, Frankfurt am Main, Germany.1978). The social psychology of organizations. New York, NY: Wiley.
(1999). Burnout, job stress and violent behaviour among Dutch police officers. Work & Stress, 13, 326–340.
(*2003). Kundenbezogene Stressoren, eigenes Verhalten als Kunde und Burnout: Quer- und Längsschnittanalysen zu Haupt- und Moderatoreffekten,
([Customer-related stressors, own behavior as customer, and burnout: Cross-sectional and longitudinal analyses of main effects and moderator effects] (Unpublished master’s thesis). Johann Wolfgang Goethe University, Frankfurt am Main, Germany.1990). Theory-based stress measurement. Psychological Inquiry, 1, 3–13.
(1984). Stress appraisal, and coping. New York, NY: Springer.
(1998). Doctors, patients, and perceived job image: An empirical study of stress and nurses in Singapore. Journal of Behavioral Medicine, 21, 269–282.
(2001). Suppressor variables in path models: Definitions and interpretations. Sociological Methods & Research, 30, 241–270.
(1998).
(A multidimensional theory of burnout . In C. L. CooperEd., Theories of organizational stress (pp. 68–85). Oxford, UK: Oxford University Press.1996). Maslach Burnout Inventory manual (3rd ed.). Palo Alto, CA: Consulting Psychologists Press.
(2001). Job burnout. Annual Review of Psychology, 52, 397–422.
(1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986–1010.
(2001). Calculation for the Sobel test: An interactive calculation tool for mediation tests [Computer software]. Retrieved from http://www.quantpsy.org/sobel/sobel.htm
(1987). Expression of emotion as part of the work role. Academy of Management Review, 12, 23–37.
(1991). A new meta-analytic approach. Journal of Applied Psychology, 76, 432–446.
(2003). VG2M: A computer program for conducting validity generalization analysis. Chicago, IL: Illinois Institute of Technology.
(1997). Analysis of incomplete multivariate data. London, UK: Chapman & Hall.
(1996).
(The Maslach Burnout Inventory-General Survey . In C. MaslachS. E. JacksonM. P. LeiterEds., Maslach Burnout Inventory manual (3rd ed., pp. 19–26). Palo Alto, CA: Consulting Psychologists Press.2000). The factorial validity of the Maslach Burnout Inventory-General Survey (MBI-GS) across occupational groups and nations. Journal of Occupational and Organizational Psychology, 73, 53–66.
(1995).
(Assessing stress at work: A framework and an instrument . In O. SvaneC. JohansenEds., Work and health: Scientific basis of progress in the working environment (pp. 105–113). Luxembourg: Office for Official Publications of the European Communities.1982).
(Asymptotic confidence intervals for indirect effects in structural equations models . In S. LeinhartEd., Sociological methodology 1982 (pp. 290–312). San Francisco, CA: Jossey-Bass.2003).
(Stress in organizations . In W. C. BormanD. R. IlgenR. J. KlimoskiEds., Comprehensive handbook of psychology: Vol. 12. Industrial and organizational psychology (pp. 453–491). New York, NY: Wiley.2000). A review and synthesis of measurement of the measurement invariance literature: Suggestions, practices, and recommendations for organizational research. Organizational Research Methods, 3, 4–70.
(*2005). Stressbewältigung im Kundenkontakt,
([Coping with stress in interactions with customers] (Unpublished master thesis). Johann Wolfgang Goethe University, Frankfurt am Main, Germany.2007). Customer-induced stress in call-centre work: A comparison of audio- and videoconference. Journal of Occupational and Organizational Psychology, 80, 693–712.
(2002). Deconstructing job satisfaction: Separating evaluations, beliefs and affective experiences. Human Resource Management Review, 12, 173–194.
(1996). Affective events theory: A theoretical discussion of the structure, causes, and consequences of affective experiences at work. Research in Organizational Behavior, 18, 1–74.
(2002). Emotion work and psychological well-being: A review of the literature and some conceptual considerations. Human Resource Management Review, 12, 237–268.
(1999). Emotion work as a source of stress: The concept and development of an instrument. European Journal of Work and Organizational Psychology, 8, 371–400.
(2000). Service marketing: Integrating customer focus across the firm. Boston, MA: McGraw-Hill.
(