Engaged customers as job resources or demands for frontline employees?
نویسندگان
چکیده
منابع مشابه
"Engaged Customers as Job Resources or Demands for Frontline Employees," Journal of Service Theory and Practice. Engaged Customers as Job Resources or Demands for Frontline Employees?
Purpose – This paper proposes and empirically tests 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 s...
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PURPOSE Research on the prospective association of job demands and job resources with work engagement is still limited in Asian countries, such as Japan. The purpose of the present study was to investigate the prospective association of job demands (i.e., psychological demands and extrinsic effort) and job resources (i.e., decision latitude, supervisor support, co-worker support, and extrinsic ...
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Absenteeism associated with accumulated job demands is a ubiquitous problem. We build on prior research on the benefits of counteracting job demands with resources by focusing on a still untapped resource for buffering job demands-that of strengths use. We test the idea that employees who are actively encouraged to utilize their personal strengths on the job are better positioned to cope with j...
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ژورنال
عنوان ژورنال: Journal of Service Theory and Practice
سال: 2016
ISSN: 2055-6225,2055-6225
DOI: 10.1108/jstp-09-2014-0208