Unlocking product complexity: elevating emotional exhaustion and customer relationship performance through strategic ties

Volkan Yeniaras (), Ilker Kaya () and Ozgur Kaya ()
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Volkan Yeniaras: Ozyegin University
Ilker Kaya: American University of Sharjah

Quality & Quantity: International Journal of Methodology, 2025, vol. 59, issue 1, No 34, 813-837

Abstract: Abstract Drawing upon the theoretical framework of the job demands-resources model, we extend and validate a conceptual model linking product complexity, interfirm ties, intrafirm ties, emotional exhaustion, and customer relationship performance. We conceptualize product complexity as a job demand and interfirm and intrafirm ties as personal job resources. We elucidate the mediating mechanism through which product complexity influences customer relationship performance via emotional exhaustion, as well as its boundary conditions. Utilizing a two-study approach (Study 1: 244 sales personnel, Study 2: 268 sales personnel), this research reveals that product complexity heightens salesperson emotional exhaustion. Furthermore, we offer empirical support indicating that intrafirm ties negatively moderate the relationship between product complexity and emotional exhaustion. Conversely, we demonstrate that interfirm ties mitigate the adverse impact of product complexity on emotional exhaustion. Lastly, our findings indicate that the indirect association between product complexity and customer relationship performance via emotional exhaustion is contingent upon both intrafirm and interfirm ties.

Keywords: Product complexity; Intrafirm work ties; Interfirm ties; Emotional exhaustion; Customer relationship performance (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11135-024-01963-1

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