The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective

By Emin Babakus, Ugur Yavas, Nicholas J. Ashill. 2009

316 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/63182bf68635ebac7d78880d047d7c418f817742

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In General Health Professions

In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

Emotional exhaustion and its consequences for hotel service quality: the critical role of workload and supervisor support (2020, background): “Moreover, the validity of performance assessments provided by employees’ self-reports may be supported by the fact that the data are collected anonymously (Babakus et al., 2009).”
How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism (2012, methodology): “…in extra-role services because of their self-interested goal of impression management, rather than being altruistic or voluntary (e.g., Bolino 1999), we adopt the conventional view to define CDERP as voluntary, authentic, and enjoyable in nature (e.g., Babakus, Yavas, and Ashill 2009; Organ 1997).”
Service employee burnout and engagement: the moderating role of power distance orientation (2016, background): “Conceptual model and hypotheses development Our conceptual model (Figure 1) is grounded in the boundary-spanning and role stress literatures (e.g., Babakus, Yavas, and Ashill 2009; Behrman and Perreault 1984; Hartline and Ferrell 1996; Singh 2000) to capture how managers can improve service…”
Workplace Stressors, Job Attitude, and Job Behaviors: Is Interpersonal Conflict the Missing Link? (2011, result): “Our findings confirm Babakus et al.’s (1999) earlier findings that emotional exhaustion has both a direct (β = 0.”
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review (2021, background): “Similarly, Babakus, Yavas, and Ashill (2009) find that customer orientation buffers the negative impact of job demands on service performance outcomes.”
Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance (2014, unknown): “Limited but growing empirical evidence suggests that CO directly and positively affects frontline employees’ job performance and also counters EE (Babakus et al., 2009).”