TH-P01-065 - Daily customer mistreatment, employee exhaustion and job performance: the moderating role of perceived organizational support

Track:
Coping and social support
What:
Poster Presentation
When:
3 hours 30 minutes
Where:
O'Brien Foyer
Discussion:
0
 
Employee stress and burnout
Coping and social support
TH-P01-065
Daily customer mistreatment, employee exhaustion and job performance: the moderating role of perceived organizational support
S. Boujendar 1,*
1University of Toulouse 1 Capitole (IAE), Toulouse, France
 
Content: Purpose. Previous research has found that customer mistreatment is damaging for employee performance. However, the mechanisms underlying this effect remain largely unexplored. Adopting a resource-based conceptualization of customer mistreatment (CM), we propose that employees lose resources from negative interactions with customers, leading to higher exhaustion and in turn to reduced job performance. Additionally, we posit that employees with higher perceptions of organizational support (POS) suffer less resource loss, recover resources faster and deal better with low resources when mistreated by customers.
 
Design /Methodology. Using experience-sampling methodology, we collected data from call center agents over multiple working days (N_Study1 = 36 employees in an off-shore call center in Morocco; N_Study2 = 51 employees in the French National Health Service). We used multilevel modelling to test our hypotheses.
 
Results. In Study 1, daily customer mistreatment predicted employee exhaustion in the evening which in turn led to reduced job performance the next day, but only when POS was low. In Study 2, daily customer mistreatment predicted exhaustion in the evening which in turn predicted exhaustion the next morning when POS was low. Morning exhaustion, in turn, led to lower performance the next day when POS was low.
 
Limitations. Customer mistreatment was self-reported.
 
Research/Practical Implications. The study helps understand the circumstances under which the harmful effects of CM on employee exhaustion and performance can be alleviated.
 
Originality/Value. We used an experience-sampling design and daily objective productivity. We were able to replicate our results in two different cultural and organizational settings.
 
 
 
 
 

 

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