Customer-related social stressors and burnout.

By Christian Dormann, Dieter Zapf. Journal of Occupational Health Psychology, 2004

655 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/5f9ee03626c58f117a8d3d6bb388d69b08acec29

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The Relationship between Coworker Incivility, Emotional Exhaustion, and Organizational Outcomes: The Mediating Role of Emotional Exhaustion (2015, background): “It is well established that social stressors may adversely impact resources (e.g., Dormann & Zapf, 2004).”
The Effects of Job Demands, Job Resources and Intrinsic Motivation on Emotional Exhaustion and Turnover Intentions: A Study in the Turkish Hotel Industry (2008, background): “On the contrary, availability of job resources nurtures employees' learning and development ( Schaufeli & Bakker, 2004 ), enables them to appraise their situation as less threatening and stressful than situations deficient in resources, and reduces their emotional exhaustion ( Dormann & Zapf, 2004 )”
Advanced Nonlinear Latent Variable Modeling: Distribution Analytic LMS and QML Estimators of Interaction and Quadratic Effects (2011, methodology): “Unfortunately, in more complex models involving multiple nonlinear terms, such as the Ganzach model depicted in Figure 1, the constraints and specifications become much more complex. Additional specifications are required when each measured indicator variable contributes to more than one product ind”
A resources perspective on when and how proactive work behaviour leads to employee withdrawal (2019, background): “Social stress at work is one of the main causes of employee strain (Dormann & Zapf, 2004; Zapf, 1999).”
On the costs and benefits of emotional labor: a meta-analysis of three decades of research. (2011, background): “Although this issue has not yet been investigated exhaustively, a study by Dormann and Zapf (2004) suggests that emotion–rule dissonance displays a signiﬁcant relationship with the burnout dimension of depersonalization when controlling for customer re-lated social stressors.”
The relationship between empowerment, aggressive behaviours of customers, coping, and burnout (2005, background): “In the service context, however, customers constitute an additional possible source of aggression that might lead to employee burnout (Dormann & Zapf, 2004; Evers, Tomic, & Brouwers, 2002; van Dierendonck & Mevissen, 2002; Winstanley & Whittington, 2002).”
Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance (2014, positive): “Dysfunctional customer behaviors are largely outside the realm of the service firm's control and are likely to have a substantial impact on service providers' EE (Dormann and Zapf, 2004).”
From bad to worse (2012, background): “On the one hand, research in psychology and organizational behavior has focused on mistreatment by customers as a source of anger, strain, and retaliatory behaviors of employees (e.g., Dormann & Zapf, 2004; Wang, Liao, Zhan, & Shi, 2011).”
Career attitudes and success of managers: the impact of chance event, protean, and traditional careers (2012, background): “Employees of the non-preferred group get low appreciation or negative feedbacks, issue that harms their professional feeling skills (a resource for achieving high performance) and, therefore, lowering their career satisfaction and career development (Dorman and Zapf 2004 ; Nurse 2005 ; Harris et a”
Workplace conflict and employee well‐being: The moderating role of detachment from work during off‐job time (2013, background): “In work settings that involve a high degree of interaction with customers, conflicts with customers should also be measured (Dormann and Zapf, 2004).”
The effect of positive and negative work‐family interaction on exhaustion: Does work social support make a difference? (2010, background): “), is the key dimension of emotional labor pertaining to its impacts on burnout and negative health outcomes ( Dormann and Zapf, 2004”
Doing good, doing harm, being well and burning out: The interactions of perceived prosocial and antisocial impact in service work (2007, background): “…have discovered that burnout is particularly common in service jobs as a result of chronic exposure to emotionally intense work with people (Dormann & Zapf, 2004; Maslach & Jackson, 1981; Zapf, 2002) and ‘frequent and intense client–patient interactions’ (Lee & Ashforth, 1996: 123) that…”
Do Social Stressors Impact Everyone Equally? An Examination of the Moderating Impact of Core Self-evaluations (2009, background): “First, the study investigated social stressors, a focus which has been called for by researchers (e.g., Dormann and Zapf 2004; Grebner et al. 2004), but is often neglected in favor of task-related workplace stressors.”
Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, background): “Service employees’ task goals involve working with customers to address their specific problems and demands (Dormann & Zapf, 2004).”