How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism

By K. Chan, E. Wan. 2012

182 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/9e1b0fad5500830eb57f83c480496f4ae3d8800f

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In Applied Psychology

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, methodology): “For example, in a field experiment, Chan and Wan (2012) found that employees with fewer regulatory resources were less capable of handling customer complaints.”
Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry (2017, result): “In a similar fashion, Silter et al. (2010, 2011) posited that both coworker and customer interpersonal conflict predicts burnout, with customers having a stronger influence (Ben-Zur & Yagil, 2005; Chan & Wan, 2012).”
The Influence of Servant Leadership on Restaurant Employee Engagement (2014, background): “Employees who have an emotional investment, particularly within service organizations, tend to provide better customer service (Chan and Wan 2012).”
The role of climate: implications for service employee engagement and customer service performance (2017, background): “…literature on sales (Miao and Evans 2013; Schmitz and Ganesan 2014) and frontline employees’ customer service, customer orientation, and performance (Chan and Wan 2012; Singh 2000; Zablah et al. 2012), we argue that the JD-R model is overly 1 Engagement refers to employee job engagement…”
Why Entrepreneurs Often Experience Low, Not High, Levels of Stress (2016, background): “For instance, it often, although not always, interferes with task performance (Chan & Wan, 2012) and reduces personal health (DeLongis, Folkman, & Lazarus, 1988).”
Service employee burnout and engagement: the moderating role of power distance orientation (2016, background): “Examples of job demands are role conflict, role ambiguity, role overload (e.g., Hartline and Ferrell 1996; Singh et al. 1994), and the emotional labor felt as a result of dealing with customer complaints (Chan and Wan 2012; Grandey 2003).”