The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion

Osman M. Karatepe, Mine Haktanir and Ilkay Yorganci

The Service Industries Journal, 2008, vol. 30, issue 9, 1565-1579

Abstract: Based on data collected from frontline bank employees in Northern Cyprus as the study setting, the authors developed and tested a model, which investigated the effects of core self-evaluations on customer-related social stressors and emotional exhaustion. The researchers' model also tested the impacts of these customer-related social stressors on emotional exhaustion. The results indicated that employees with positive core self-evaluations experienced low levels of disproportionate customer expectations, customer verbal aggression, and ambiguous customer expectations. Such employees were also confronted with less-disliked customers. In this study, it was found that employees who were susceptible to ambiguous customer expectations were emotionally exhausted. In contrast, the findings did not lend any empirical support to the effects of disproportionate customer expectations, customer verbal aggression, and disliked customers on emotional exhaustion.

Date: 2008
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Citations: View citations in EconPapers (2)

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DOI: 10.1080/02642060802626766

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