Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance

By Chang Hwan Choi, T. Kim, Gyehee Lee, Seung Kon Lee. 2014

219 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/9f29386899a02fda77faac3f63387c1fc39efef5

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2019, background): “These strains on emotion management resources contribute to emotional exhaustion and inhibit employee performance (Karatepe, 2006; Choi et al., 2014).”
Effects of social media overload on academic performance: a stressor–strain–outcome perspective (2020, methodology): “The stressor–strain–outcome model has been applied to examine job-related stress (Choi et al., 2014; Choi & Lim, 2016), but it has not been tested in explaining social media-induced stress among university students.”
Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style (2020, background): “…and tourism/hospitality literatures has focused on exploring the antecedents and boundary conditions that trigger customer incivility towards FLEs, as well as documenting the consequences of customer incivility towards FLEs (Cortina, Kabat-Farr, Magley, & Nelson, 2017; Gong, Yi, & Choi, 2014).”
Stressors, work engagement and their effects on hotel employee outcomes (2018, background): “More concretely, customer-contact employees are faced with role stress, long and anti-social working hours, high levels of job responsibility, and work overload (Choi et al., 2014; Hon et al., 2013; Karatepe et al., 2014; Sandiford & Seymour, 2011).”
Emotional exhaustion and its consequences for hotel service quality: the critical role of workload and supervisor support (2020, background): “For example, Choi et al. (2014), in their study conducted in the tourism context, confirmed a negative relationship between emotional exhaustion of frontline employees (including those working in tourist hotels) and both service recovery performance and customer orientation.”