On the positive aspects of customers: Customer-initiated support and affective crossover in employee-customer dyads

[Interaction-related stressors and resources-development of a taxonomy to design interactive work in a humane and health-promoting way]

Although various studies deal with the special demands of interactive work, these have only rarely been examined from an integrated stressor and resource perspective (Bednarek 2014). Thus, previous research concentrated on investigating customers in their role as stressors.The aim of this article is to identify and categorise interaction-related stressors and resources and reflect their role in order to design interactive work in a humane and health-promoting way. As a first step, the research field was explored by means of a systematic literature analysis. Based on the results an explorative-qualitative study was conducted. The results show that interaction-related stressors particularly result from unfriendly or aggressive customer behaviour, high customer demands and traumatic experiences. Interaction-related resources refer to friendly clients who support service providers in their work and help them to experience their work as meaningful. Work design aspects include sufficient time and human resources as well as interaction-supporting work equipment.Practical relevance: With the development of a comprehensive taxonomy independent of economic sectors or occupations, the study creates a conceptual framework to design interactive work in a humane and health-promoting way. Four thematic fields with concrete design factors for interactive work are identified.

Exposure to Death and Bereavement: An Analysis of the Occupational and Psychological Wellbeing of Funeral and Mortuary Operators

Confronting death and suffering represent central work-related contents in the funeral industry occupations. Despite past research evidence on the role of psychosocial risks, a positive side of the relationship with death exposure has also been highlighted. To expand research on these topics, the aim of the present study was to analyze the role of death exposure in affecting funeral and mortuary operators' wellbeing. Analysis of variance was performed on 201 questionnaires to analyze differences between work exposure. Workers always/very often exposed to death through sight or manipulation of bodies showed better psychological and occupational wellbeing compared to those not at all/very rarely committed with these tasks. Those who interacted very frequently with the bereaved showed better psychological and occupational wellbeing, compared to those who were never/very rarely committed with these relational tasks. Insights on the role of death and suffering exposure and information for occupational health practitioners are discussed.

A New Academic Quality at Work Tool (AQ@workT) to Assess the Quality of Life at Work in the Italian Academic Context

The present study provides evidence for a valid and reliable tool, the Academic Quality at Work Tool (AQ@workT), to investigate the quality of life at work in academics within the Italian university sector. The AQ@workT was developed by the QoL@Work research team, namely a group of expert academics in the field of work and organizational psychology affiliated with the Italian Association of Psychologists. The tool is grounded in the job demands-resources model and its psychometric properties were assessed in three studies comprising a wide sample of lecturers, researchers, and professors: a pilot study (N = 120), a calibration study (N = 1084), and a validation study (N = 1481). Reliability and content, construct, and nomological validity were supported, as well as measurement invariance across work role (researchers, associate professors, and full professors) and gender. Evidence from the present study shows that the AQ@workT represents a useful and reliable tool to assist university management to enhance quality of life, to manage work-related stress, and to mitigate the potential for harm to academics, particularly during a pandemic. Future studies, such as longitudinal tests of the AQ@workT, should test predictive validity among the variables in the tool.

Providing Excellent Consumer Service Is Therapeutic: Insights from an Implicit Association Neuromarketing Study

This paper reports the results of a combined biometric and implicit affective priming study of the emotional consequences of being the provider or receiver of either positive or negative customer service experiences. The study was conducted in two stages. Study 1 captured the moment-by-moment implicit emotional and physiological responses associated with receiving and providing good customer service. Study 2 employed an affective priming task to evaluate the implicit associations with good and poor customer service in a large sample of 1200 respondents across three Western countries. Our results show that both giving and receiving good customer service was perceived as pleasurable (Study 1) and at the same time, was implicitly associated with positive feelings (Study 2). The authors discuss the implications of the research for service providers in terms of the impact of these interactions on employee wellbeing, staff retention rates and customer satisfaction.

Sometimes It Drains, Sometimes It Sustains: The Dual Role of the Relationship with Students for University Professors

University organizational contexts have been changing significantly in recent years, and academic staff are expected to manage larger workloads at an increased pace. This can threaten their well-being and exacerbate work-related stress—possibly creating negative impacts on their mental and physical states. Surprisingly, academic occupational psychological health is still rarely studied. By referring to the Job Demands-Resources (JD-R) conceptual model, this study aimed to analyze the relationship between university teachers' well-being and job demands and resources, with a particular focus on the role of the relationship with students. Specifically, 550 associate and full professors were studied to determine the impact of job characteristics, quality of relationships in the work environment, and negative and positive relations with students regarding emotional exhaustion and work engagement. Hierarchical multiple regression models allowed us to highlight the fact that emotional exhaustion was positively and significantly associated with workload, conflicts with colleagues, and requests from students, and it was negatively associated with work meaning. Work engagement was positively and significantly associated with work meaning and social support from students. Our study points out that the flexible and renowned JD-R model can successfully be used to analyze the occupational psychological health of academics. Further, our study underscores the fact that, among job demands and resources, the often-neglected relations with external users (the students) can play an important role in university teachers' perceptions of exhaustion and engagement.

Impact of referral reward program on innovative customers’ follow-up e-referral

Purpose

With the rise of customer engagement in online products and services innovation, enterprises are seeking effective referral reward program (RRP) to encourage customers’ follow-up electronic-referral (e-referral) behaviors. Therefore, how to stimulate more customers to participate in the RRP is very important to enterprises. However, little empirical work has systemically investigated the impact of RRP on customers’ follow-up e-referral, as well as the moderating effects of customers’ characteristics. To fill those research gaps, the purpose of this paper is to explore the effects of RRP (particularly, reward amount and reward type) on customers’ follow-up e-referral, and the role of creative self-efficacy.

Design/methodology/approach

Based on the self-perception theory and the context of online customer innovation, this paper establishes a theoretical model and uses an experiment with 160 participants to test the hypotheses on the role of reward (amount and type) and the moderating effect of creative self-efficacy.

Findings

The results of the experiment suggest that both reward amount and reward type in RRP positively impact customers’ follow-up e-referral. Furthermore, customers’ creative self-efficacy moderates the relationship between rewards and customers’ follow-up e-referral. Customers with low creative self-efficacy, reward amount significantly stimulate their follow-up e-referral, but such effect is insignificant when customers’ creative self-efficacy is high. In terms of reward type, gift reward has more positive effect on customers’ follow-up e-referral when they have high (rather than low) creative self-efficacy, but cash reward has more positive effect on those with low (rather than high) creative self-efficacy.

Originality/value

First, based on the self-perception theory, the study clarifies the inconsistent relationship between reward and customers’ e-referral and contributes to related research. Second, the study broadens the existing research perspective by introducing creative self-efficacy, which shows interesting and powerful moderating effect but has been ignored in previous studies. Third, the study provides valuable advice on how enterprises design an effective RRP to enhance customers’ follow-up e-referral.

When Everyone Wins? Exploring Employee and Customer Preferences for No-Haggle Pricing

The organizational importance for interactions between frontline employees and customers has been examined in relation to dimensions such as climate or culture. In this article, we highlight the importance of pricing strategies – typically studied in relation to consumer preferences – for frontline employees. To do this, we apply an evolutionary perspective and present two complementary studies that focus on the relevance of price discipline in relation to employee attitudes and preferences. Focusing on the industry of new automobile sales since there is important firm-level pricing variation, Study 1 finds a faintly positive relationship among employee prosociality, customer satisfaction, and fixed or “no-haggle” pricing strategies. In Study 2, participants indicated a preference for working in environments that offered the same, non-disparate prices to all customers. While previous research has examined the relationships between employee and customer attitudes in relation to firm performance, our studies emphasize the role that pricing strategies can play as a mechanism in those relationships. Our studies illustrate the value of evolutionary frameworks for contemporary business problems.

When social support by patrons protects against burnout: A study among Italian public library workers

The study aimed to measure burnout among librarians in a city in Northern Italy, and to identify which demands and resources influence emotional exhaustion and cynicism. In particular, it focused on the relationship with patrons, since in the service sector users are mostly studied as a cause of stress and rarely considered as a source of support for service operators. Hierarchical regressions carried out on data (167 self-administered questionnaires) showed that burnout dimensions are influenced by some socio-demographic and job characteristics, and by the positive and negative aspects of relationships with users. We present some practical implications for library managers, in order to reduce the impact of their patrons’ negative behaviour and to improve conditions to facilitate the expression of users’ support for workers.

Users' Support as a Social Resource in Educational Services: Construct Validity and Measurement Invariance of the User-Initiated Support Scale (UISS)

Social support is an important resource for reducing the risks of stress and burnout at work. It seems to be particularly helpful for educational and social professionals. The constant and intense relationships with users that characterize this kind of service can be very demanding, increasing stress and leading to burnout. While significant attention has been paid to supervisors and colleagues in the literature, users have rarely been considered as possible sources of social support. The only exception is the Zimmermann et al.'s (2011) research, focused on customer support as a resource for workers' well-being. This paper proposes the validation of the customer-initiated support scale developed by Zimmermann et al. (2011), translated into Italian and focused on educational services users (children's parents), to measure the user support perceived by workers: the User-Initiated Support Scale (UISS). In Study 1 (105 teachers), which specifically involved educators and kindergarten teachers, the items and scale properties were preliminarily examined using descriptive analyses and exploratory factor analysis (EFA). In Study 2 (304 teachers), the construct and criterion validity and scale dimensionality were analyzed using confirmatory factor analysis (CFA). In Study 3 (304 teachers from Study 2 and 296 educators), measurement invariance (MI) was tested. The EFA results from Study 1 showed a one-factor solution (explained variance, 67.2%). The scale showed good internal coherence (alpha = 0.88). The CFA in Study 2 validated the one-factor solution (comparative fit index = 0.987; standardized root mean square residual = 0.054). Bivariate correlations confirmed construct validity; the UISS was positively associated (convergent) with user gratitude, and not associated (divergent) with disproportionate customer expectations. Regarding the criterion validity test, the UISS was strongly correlated with burnout and job satisfaction. The analysis of MI performed on the Study 3 data confirmed the equality of the parameters of the covariance structure model between the two samples of kindergarten teachers and educators. This research study offers a useful version of a tool for measuring a crucial, but often ignored, protective resource for all professionals working directly with people (patients, students, and service users) that can represent important sources of well-being, directly or indirectly lessening the negative impacts of job demands.

From bad to worse

Poor employee–customer interactions influence customer satisfaction and employee well-being. In studying these negative exchanges, researchers tend to take either the perspective of the customer (i.e., the problem is service failure) or the employee (i.e., the problem is the difficult customer). We review these two literatures to show that the inputs, processes, and outcomes of these two perspectives are linked in a way that creates a negative exchange spiral. We argue that this is an “open-loop” spiral because the negative service encounter spills over to the experience of subsequent customers and nearby employees. We suggest that future research use an integrated model of the employee–customer negative exchange spiral and dyadic methods to more effectively test and understand these negative exchanges. Finally, we propose how dyadic and contextual characteristics accelerate or break the negative spiral, suggesting research and practical implications.