Abstract
Drawing on the transaction theory of stress, the purpose of this paper is to conceptualize customer mistreatment as a stressor and examine how job routinization and proactive personality help employees cope with the effects of customer mistreatment on emotional exhaustion and work engagement. The interaction of job routinization and proactive personality was also tested.
Design/methodology/approach
In total, 128 hundred nurses were recruited to participate in the current study, which was a daily survey for two consecutive weeks (10 working days).
Findings
The results revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on emotional exhaustion and work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized.
Originality/value
Job routinization is a type of job resources that attenuates the negative influence of customer mistreatment. Proactive personality strengthens job routinization’s function, when proactive personality and job routinization are both high, the ill effect of customer mistreatment will be minimized.
| Original language | English |
|---|---|
| Journal | Asian Education and Development Studies |
| Early online date | 30 Sep 2019 |
| DOIs | |
| Publication status | E-pub ahead of print - 30 Sep 2019 |
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Keywords
- Personality
- Stress
- Conflict Management
- multilevel analysis
- emotional labour
Cite this
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Tertiary Education and Innovation in the Greater Bay Area. / CHOW, Man Kong; HUA, Jingbo; HUNG, Wing Lok.
In: Asian Education and Development Studies, 30.09.2019.Research output: Journal Publications › Journal Article (refereed) › Research › peer-review
TY - JOUR
T1 - Tertiary Education and Innovation in the Greater Bay Area
AU - CHOW, Man Kong
AU - HUA, Jingbo
AU - HUNG, Wing Lok
PY - 2019/9/30
Y1 - 2019/9/30
N2 - PurposeDrawing on the transaction theory of stress, the purpose of this paper is to conceptualize customer mistreatment as a stressor and examine how job routinization and proactive personality help employees cope with the effects of customer mistreatment on emotional exhaustion and work engagement. The interaction of job routinization and proactive personality was also tested.Design/methodology/approachIn total, 128 hundred nurses were recruited to participate in the current study, which was a daily survey for two consecutive weeks (10 working days).FindingsThe results revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on emotional exhaustion and work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized.Originality/valueJob routinization is a type of job resources that attenuates the negative influence of customer mistreatment. Proactive personality strengthens job routinization’s function, when proactive personality and job routinization are both high, the ill effect of customer mistreatment will be minimized.
AB - PurposeDrawing on the transaction theory of stress, the purpose of this paper is to conceptualize customer mistreatment as a stressor and examine how job routinization and proactive personality help employees cope with the effects of customer mistreatment on emotional exhaustion and work engagement. The interaction of job routinization and proactive personality was also tested.Design/methodology/approachIn total, 128 hundred nurses were recruited to participate in the current study, which was a daily survey for two consecutive weeks (10 working days).FindingsThe results revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on emotional exhaustion and work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized.Originality/valueJob routinization is a type of job resources that attenuates the negative influence of customer mistreatment. Proactive personality strengthens job routinization’s function, when proactive personality and job routinization are both high, the ill effect of customer mistreatment will be minimized.
KW - Personality
KW - Stress
KW - Conflict Management
KW - multilevel analysis
KW - emotional labour
U2 - 10.1108/AEDS-02-2019-0048
DO - 10.1108/AEDS-02-2019-0048
M3 - Journal Article (refereed)
JO - Asian Education and Development Studies
JF - Asian Education and Development Studies
SN - 2046-3162
ER -