Recovery at Work: Understanding the Restorative Side of “Depleting” Client Interactions

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Serving You Depletes Me? A Leader-Centric Examination of Servant Leadership Behaviors (2020, background): “…of self-control (e.g., suppressing self-interest, paying vigilant attention, task switching; Baumeister et al., 1998) drains individuals’ resources, leaving them mentally depleted and unable to exercise subsequent self-control (Baumeister & Vohs, 2007; Lilius, 2012; Muraven & Baumeister, 2000).”
The Social Dimension of Service Interactions (2017, background): “Email: alexander.henkel@ou.nl Customer emotional support has great practical relevance, with potential restorative effects on employees’ well-being that can counteract the harmful effects of incivility by other customers (Lilius 2012; Zimmermann, Dormann, and Dollard 2011).”
Lunch Breaks Unpacked: The Role of Autonomy as a Moderator of Recovery during Lunch (2014, background): “…in break activities might be particularly important in occupations that carry a high physical and emotional burden, such as healthcare (e.g., nurses, physicians), where regu- larly scheduled breaks may be interrupted or postponed by emergency response requirements (see Lilius, 2012).”