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Engaged customers as job Resources or demands for frontline employees?

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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.
Keywords
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

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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.
@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},
}

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