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Engaged customers as job Resources or demands for frontline employees?

Katrien Verleye UGent, Paul Gemmel UGent and Deva Rangarajan (2016) JOURNAL OF SERVICE THEORY AND PRACTICE. 26(3). p.363-383
abstract
Purpose – This paper proposes and empirically tests a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress–job strain relationship among frontline employees. Design/methodology/approach – Drawing from the job demands-resources model, this paper hypothesizes that some CEBs weaken the role stress–job strain relationship among frontline employees, whereas the opposite holds for other CEBs. To test these hypotheses, the study involved a survey among 279 frontline employees in 20 nursing home teams in Belgium. Findings – The results reveal that the impact of role stress on job strain is stronger when frontline employees notice more helping behaviors among customers and weaker when frontline employees receive more customer feedback or notice that customers spread positive word of mouth about the nursing home. Originality/value – This research contributes to the customer engagement and frontline employee literature by showing that CEBs can act as both job demands and job resources for frontline employees.
Please use this url to cite or link to this publication:
author
organization
year
type
journalArticle (original)
publication status
published
subject
keyword
nursing homes, frontline employees, role stress, job demands-resources model, Customer engagement behaviors, job strain, VALUE CO-CREATION, SERVICE EMPLOYEES, ROLE STRESS, CITIZENSHIP BEHAVIORS, VOLUNTARY PERFORMANCE, PARTICIPATION, BURNOUT, IMPACT, ORGANIZATIONS, SATISFACTION
journal title
JOURNAL OF SERVICE THEORY AND PRACTICE
volume
26
issue
3
pages
363 - 383
Web of Science type
Article
Web of Science id
000376198700006
JCR category
MANAGEMENT
JCR impact factor
1.098 (2016)
JCR rank
139/194 (2016)
JCR quartile
3 (2016)
ISSN
2055-6225
DOI
10.1108/JSTP-09-2014-0208
language
English
UGent publication?
yes
classification
A1
copyright statement
I have transferred the copyright for this publication to the publisher
id
5972082
handle
http://hdl.handle.net/1854/LU-5972082
date created
2015-06-01 13:25:06
date last changed
2016-12-19 15:47:21
@article{5972082,
  abstract     = {Purpose -- This paper proposes and empirically tests a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress--job strain relationship among frontline employees.

Design/methodology/approach -- Drawing from the job demands-resources model, this paper hypothesizes that some CEBs weaken the role stress--job strain relationship among frontline employees, whereas the opposite holds for other CEBs. To test these hypotheses, the study involved a survey among 279 frontline employees in 20 nursing home teams in Belgium.

Findings -- The results reveal that the impact of role stress on job strain is stronger when frontline employees notice more helping behaviors among customers and weaker when frontline employees receive more customer feedback or notice that customers spread positive word of mouth about the nursing home.

Originality/value -- This research contributes to the customer engagement and frontline employee literature by showing that CEBs can act as both job demands and job resources for frontline employees.},
  author       = {Verleye, Katrien and Gemmel, Paul and Rangarajan, Deva},
  issn         = {2055-6225},
  journal      = {JOURNAL OF SERVICE THEORY AND PRACTICE},
  keyword      = {nursing homes,frontline employees,role stress,job demands-resources model,Customer engagement behaviors,job strain,VALUE CO-CREATION,SERVICE EMPLOYEES,ROLE STRESS,CITIZENSHIP BEHAVIORS,VOLUNTARY PERFORMANCE,PARTICIPATION,BURNOUT,IMPACT,ORGANIZATIONS,SATISFACTION},
  language     = {eng},
  number       = {3},
  pages        = {363--383},
  title        = {Engaged customers as job Resources or demands for frontline employees?},
  url          = {http://dx.doi.org/10.1108/JSTP-09-2014-0208},
  volume       = {26},
  year         = {2016},
}

Chicago
Verleye, Katrien, Paul Gemmel, and Deva Rangarajan. 2016. “Engaged Customers as Job Resources or Demands for Frontline Employees?” Journal of Service Theory and Practice 26 (3): 363–383.
APA
Verleye, Katrien, Gemmel, P., & Rangarajan, D. (2016). Engaged customers as job Resources or demands for frontline employees? JOURNAL OF SERVICE THEORY AND PRACTICE, 26(3), 363–383.
Vancouver
1.
Verleye K, Gemmel P, Rangarajan D. Engaged customers as job Resources or demands for frontline employees? JOURNAL OF SERVICE THEORY AND PRACTICE. 2016;26(3):363–83.
MLA
Verleye, Katrien, Paul Gemmel, and Deva Rangarajan. “Engaged Customers as Job Resources or Demands for Frontline Employees?” JOURNAL OF SERVICE THEORY AND PRACTICE 26.3 (2016): 363–383. Print.