Tertiary Education and Innovation in the Greater Bay Area

Man Kong CHOW, Jingbo HUA, Wing Lok HUNG*

*Corresponding author for this work

Research output: Journal PublicationsJournal Article (refereed)Researchpeer-review

Abstract

Purpose
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 languageEnglish
JournalAsian Education and Development Studies
Early online date30 Sep 2019
DOIs
Publication statusE-pub ahead of print - 30 Sep 2019

Fingerprint

personality
innovation
customer
education
burnout
working week
transaction
nurse
employee
methodology
interaction
resources

Keywords

  • Personality
  • Stress
  • Conflict Management
  • multilevel analysis
  • emotional labour

Cite this

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title = "Tertiary Education and Innovation in the Greater Bay Area",
abstract = "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.",
keywords = "Personality, Stress, Conflict Management, multilevel analysis, emotional labour",
author = "CHOW, {Man Kong} and Jingbo HUA and HUNG, {Wing Lok}",
year = "2019",
month = "9",
day = "30",
doi = "10.1108/AEDS-02-2019-0048",
language = "English",
journal = "Asian Education and Development Studies",
issn = "2046-3162",
publisher = "Emerald Group Publishing Ltd.",

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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 PublicationsJournal Article (refereed)Researchpeer-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 -