The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective |
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| Authors: | Emin Babakus Ugur Yavas Nicholas J Ashill |
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| Institution: | aDepartment of Marketing & Supply Chain Management, Fogelman College of Business & Economics, The University of Memphis, Memphis, TN 38152, United States;bDepartment of Management and Marketing, College of Business and Technology, East Tennessee State University, Johnson City, TN 37614, United States;cDepartment of Management, Marketing and Public Administration, School of Business and Management, American University of Sharjah, PO Box 26666, Sharjah, United Arab Emirates |
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| Abstract: | This study expands upon previous research on the antecedents (job demands and job resources) and outcomes of frontline employee burnout, and examines the role of customer orientation (CO) in the burnout process. Using data from frontline bank employees in New Zealand, we investigate both the direct relationships of CO to burnout and job outcomes (job performance and turnover intentions) and the buffering role of CO concerning the relationships between job demands, burnout, and job outcomes. The study results show that burnout mediates the effects of job demands and job resources on job performance and turnover intentions. Besides being directly related to burnout and job performance, CO also buffers the dysfunctional effects of job demands on burnout and job outcomes. Implications of the results are discussed and future research avenues are offered. |
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| Keywords: | Burnout Customer orientation Job outcomes Retail banking |
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