Investigating the immediate and long-term effects of job stressors on frontline service employees |
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| Authors: | Anita Whiting Naveen Donthu Andrew M. Baker |
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| Affiliation: | aCollege of Business, Department of Management, Marketing and Supply Chain, Clayton State University, 2000 Clayton State Blvd, Morrow, GA 30260, USA;bDepartment of Marketing, J. Mack Robinson College of Business, Georgia State University, 35 Broad St, Suite 1335, Georgia State University, Atlanta, GA 30303, USA;cMarketing Department, San Diego State University, 5500 Campanile Drive, San Diego, CA 92182 USA |
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| Abstract: | ![]()
Two studies investigate the immediate and long-term effects of job stressors on frontline service employees (FSEs). Using cognitive appraisal theory, we develop and test a conceptual model of two job stressors (crowding and emotional labor) that affect coping strategies and job outcomes. Study 1, which is a field experiment, investigates the immediate effects of crowding in a single firm. Study 2 extends the findings of Study 1 and investigates the long-term effects of emotional labor and crowding on FSEs across multiple firms. The results show that crowding has a negative impact on coping strategies and job-related outcomes. In addition, emotional labor can lead to long-term negative outcomes, such as emotional exhaustion and decreased job retention, for some FSEs. Consequently, service organizations should consider strategies or tactics that prevent high levels of customer crowding and help FSEs deal with emotional labor. |
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| Keywords: | Service employees Emotional labor Role stress Emotional exhaustion Customer crowding |
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