FR-P01-079 - The influence of resilience on situational challenges: handling customer stressors and emotional demands

Track:
Resilience
What:
Poster Presentation
When:
3 hours 30 minutes
Where:
O'Brien Foyer
Discussion:
0
 
Positive organizational behaviour
Resilience
FR-P01-079
The influence of resilience on situational challenges: handling customer stressors and emotional demands
S. Scherer 1,*, Y. Z. Türktorun 1, G. Weiher 1, L. Beitler 1, K. Trumpold 1
1Goethe University Frankfurt, Germany
 
Content:  
 
Purpose          
Employees in customer contact do not only need to adhere to display rules that require emotional labour but often also face daily customer stressors. In this study, the role of resilience in daily situations with varying demands and stressors is investigated, testing if resilience enhances self-efficacy and buffers exhaustion in daily interactions.
 
Methodology
Using a diary study design, a sample of employees working in different service businesses completed a questionnaire on resilience (level 2; N=115) and a series of standardized, short surveys on interactions with customers, reporting situational factors such as customer stressors, emotional labour strategies used, as well as their experienced level of self-efficacy and exhaustion directly after the encounter (level 1; n=544).
 
Results
Hierarchical linear modelling indicated significant cross-level interactions that support the moderating role of resilience, indicating that resilience enhances self-efficacy and buffers exhaustion after interactions with high emotional demands, especially when surface acting is used and in the case of high customer stressors.
 
Limitations
The relationship between situational exhaustion as a consequence of emotional labour or customer stress with burnout has not been regarded in the long-term.
 
Implications
Findings imply that resilience plays a crucial role for service employees that face daily customer stressors and need to perform emotional labour, implicating that HR programs could take this resource into account.
 
Value
This study exceeds research on resilience as an indicator of employee health or well-being, as its impact is investigated on the situational level, indicating the beneficial role of resilience in daily emotion regulation processes.
 

 
 
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