If You Are Emotionally Intelligent: The effects of customer-related social stressors on counterproductive work behavior for front-line service employees

Zhang, R; Redfern, K; Newman, MA; Ferreira-Meyers, K

If You Are Emotionally Intelligent: The effects of customer-related social stressors on counterproductive work behavior for front-line service employees

Zhang, R Redfern, K Newman, MA Ferreira-Meyers, K

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Publication Type:: Journal Article
Citation:: International Journal of Selection and Assessment, 2016, 24 (3), pp. 260 - 271
Issue Date:: 2016-09-01

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Field	Value	Language
dc.contributor.author	Zhang, R	en_US
dc.contributor.author	Redfern, K	en_US
dc.contributor.author	Newman, MA	en_US
dc.contributor.author	Ferreira-Meyers, K	en_US
dc.date.available	2016-05-11	en_US
dc.date.issued	2016-09-01	en_US
dc.identifier.citation	International Journal of Selection and Assessment, 2016, 24 (3), pp. 260 - 271	en_US
dc.identifier.issn	0965-075X	en_US
dc.identifier.uri	http://hdl.handle.net/10453/46516
dc.description.abstract	© 2016 John Wiley & Sons Ltd Recent literature in the area of employee–customer interactions suggests that stressful encounters contribute to negative outcomes for service employees. Few studies, however, have focused on the effects of customer-related social stressors (CSS) on counterproductive work behavior (CWB) among front-line service employees. The researchers tested a moderated mediation model of the effects of CSS on CWB with the key objective of exploring the mediation effects of emotional exhaustion and the moderating effects of emotional intelligence on this relationship. Based on a sample of 244 call center representatives in China, the research revealed that CSS led to emotional exhaustion, which, in turn, related to CWB for service employees. Furthermore, emotional intelligence acted as a buffer on the effects of CSS on CWB via emotional exhaustion.	en_US
dc.relation.ispartof	International Journal of Selection and Assessment	en_US
dc.relation.isbasedon	10.1111/ijsa.12145	en_US
dc.subject.classification	Business & Management	en_US
dc.title	If You Are Emotionally Intelligent: The effects of customer-related social stressors on counterproductive work behavior for front-line service employees	en_US
dc.type	Journal Article
utslib.citation.volume	3	en_US
utslib.citation.volume	24	en_US
utslib.for	1503 Business and Management	en_US
utslib.for	1701 Psychology	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	closed_access
pubs.issue	3	en_US
pubs.publication-status	Published	en_US
pubs.volume	24	en_US

Abstract:

© 2016 John Wiley & Sons Ltd Recent literature in the area of employee–customer interactions suggests that stressful encounters contribute to negative outcomes for service employees. Few studies, however, have focused on the effects of customer-related social stressors (CSS) on counterproductive work behavior (CWB) among front-line service employees. The researchers tested a moderated mediation model of the effects of CSS on CWB with the key objective of exploring the mediation effects of emotional exhaustion and the moderating effects of emotional intelligence on this relationship. Based on a sample of 244 call center representatives in China, the research revealed that CSS led to emotional exhaustion, which, in turn, related to CWB for service employees. Furthermore, emotional intelligence acted as a buffer on the effects of CSS on CWB via emotional exhaustion.

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http://hdl.handle.net/10453/46516