IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v89y2018icp21-26.html
   My bibliography  Save this article

Psychological Distress is increasing among customer-facing retail employees: Evidence from 1997 to 2015

Author

Listed:
  • Patel, Pankaj C.
  • Pearce, John A.
  • Bachrach, Daniel G.

Abstract

Do customer-facing retail employees in the US have a higher prevalence of psychological distress? We examine psychological distress in a sample that includes 19,832 customer-facing retail employees from a sample of 1,115,280 employees of a cross-sectional National Health Interview Survey (NHIS) from 1997 through 2015. Our results show that customer-facing retail employees report significantly higher psychological distress than do employees in other industries and that its prevalence is increasing. These findings are consistent with mild and high levels of psychological distress. LASSO regression shows that, after self-reported health and poverty level, being a customer-facing retail employee is the third most important predictor of psychological distress.

Suggested Citation

  • Patel, Pankaj C. & Pearce, John A. & Bachrach, Daniel G., 2018. "Psychological Distress is increasing among customer-facing retail employees: Evidence from 1997 to 2015," Journal of Business Research, Elsevier, vol. 89(C), pages 21-26.
  • Handle: RePEc:eee:jbrese:v:89:y:2018:i:c:p:21-26
    DOI: 10.1016/j.jbusres.2018.04.009
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296318301796
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.jbusres.2018.04.009?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Esbjerg, Lars & Buck, Nuka & Grunert, Klaus G., 2010. "Making working in retailing interesting: A study of human resource management practices in Danish grocery retail chains," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 97-108.
    2. Kumar, V. & Anand, Ankit & Song, Hyunseok, 2017. "Future of Retailer Profitability: An Organizing Framework," Journal of Retailing, Elsevier, vol. 93(1), pages 96-119.
    3. Chris Warhurst & Dennis Nickson, 2007. "A new labour aristocracy? Aesthetic labour and routine interactive service," Work, Employment & Society, British Sociological Association, vol. 21(4), pages 785-798, December.
    4. Joël Le Bon & Dwight Merunka, 2006. "The impact of individual and managerial factors on salespeople's contribution to marketing intelligence activities," Post-Print hal-01822294, HAL.
    5. Assaf, A. George & Barros, Carlos & Sellers-Rubio, Ricardo, 2011. "Efficiency determinants in retail stores: a Bayesian framework," Omega, Elsevier, vol. 39(3), pages 283-292, June.
    6. Colwell, Peter F & Ramsland, Maxwell O, Jr, 2003. "Coping with Technological Change: The Case of Retail," The Journal of Real Estate Finance and Economics, Springer, vol. 26(1), pages 47-63, January.
    7. Verbeke, W.J.M.I. & Belschak, F.D. & Bakker, A.B. & Dietz, H.M.S., 2008. "When Intelligence is (Dys)Functional for Achieving Sales Performance," ERIM Report Series Research in Management ERS-2008-034-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    8. Grégoire, Yany & Salle, Audrey & Tripp, Thomas M., 2015. "Managing social media crises with your customers: The good, the bad, and the ugly," Business Horizons, Elsevier, vol. 58(2), pages 173-182.
    9. Laufer, Daniel & Coombs, W. Timothy, 2006. "How should a company respond to a product harm crisis? The role of corporate reputation and consumer-based cues," Business Horizons, Elsevier, vol. 49(5), pages 379-385.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yoganathan, Vignesh & Osburg, Victoria-Sophie, 2024. "The mind in the machine: Estimating mind perception's effect on user satisfaction with voice-based conversational agents," Journal of Business Research, Elsevier, vol. 175(C).
    2. Johnson, Clark D. & Bauer, Brittney C. & Kelting, Katie & Jankuhn, Nicolas & Sim, Woojong, 2021. "Location, location … mailing location? The impact of address as a signal," Journal of Business Research, Elsevier, vol. 128(C), pages 326-337.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Touzani, Mourad & Hirschman, Elizabeth C. & Hechiche Salah, Lamia, 2016. "Retail stressors in the Middle East/North Africa region," Journal of Business Research, Elsevier, vol. 69(2), pages 726-735.
    2. Hill Cummings, Krista & Seitchik, Allison E., 2020. "The differential treatment of women during service recovery: How perceived social power affects consumers’ postfailure compensation," Business Horizons, Elsevier, vol. 63(5), pages 647-658.
    3. Ngui Min Fui Tom, 2020. "Crashed! Why Drone Delivery Is Another Tech Idea not Ready to Take Off," International Business Research, Canadian Center of Science and Education, vol. 13(7), pages 251-251, July.
    4. Laura Good & Rae Cooper, 2016. "‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector," Gender, Work and Organization, Wiley Blackwell, vol. 23(5), pages 447-469, September.
    5. Helm, Roland & Gritsch, Stephanie, 2013. "Implementierung des Marketing-Intelligence Konzepts in B-to-B Unternehmen," University of Regensburg Working Papers in Business, Economics and Management Information Systems 474, University of Regensburg, Department of Economics.
    6. H. L. Zou & R. C. Zeng & S. X. Zeng & Jonathan J. Shi, 2015. "How Do Environmental Violation Events Harm Corporate Reputation?," Business Strategy and the Environment, Wiley Blackwell, vol. 24(8), pages 836-854, December.
    7. Miranda J. Welbourne Eleazar, 2022. "Immoral Entrenchment: How Crisis Reverses the Ethical Effects of Moral Intensity," Journal of Business Ethics, Springer, vol. 180(1), pages 71-89, September.
    8. Ionut Anica-Popa & Liana Anica-Popa & Cristina Radulescu & Marinela Vrincianu, 2021. "The Integration of Artificial Intelligence in Retail: Benefits, Challenges and a Dedicated Conceptual Framework," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 120-120, February.
    9. Grégoire, Yany & Salle, Audrey & Tripp, Thomas M., 2015. "Managing social media crises with your customers: The good, the bad, and the ugly," Business Horizons, Elsevier, vol. 58(2), pages 173-182.
    10. Yang, Zhilin & Jiang, Ling (Alice), 2015. "Managing corporate crisis in China: Sentiment, reason, and law," Business Horizons, Elsevier, vol. 58(2), pages 193-201.
    11. Xiong, Feng & Chapple, Larelle & Yin, Haiying, 2018. "The use of social media to detect corporate fraud: A case study approach," Business Horizons, Elsevier, vol. 61(4), pages 623-633.
    12. Reinartz, Werner & Wiegand, Nico & Imschloss, Monika, 2019. "The impact of digital transformation on the retailing value chain," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 350-366.
    13. Liang, Xiaoning & Frösén, Johanna, 2020. "Examining the link between marketing controls and firm performance: The mediating effect of market-focused learning capability," Journal of Business Research, Elsevier, vol. 109(C), pages 545-556.
    14. Dewi Anggraeni & Serena Ghean Niagara & Mohammad Anwar, 2018. "Legal Protection Againts Buyers due to not Performing Seller in Electronic Transaction," International Journal of Economics and Financial Issues, Econjournals, vol. 8(5), pages 168-171.
    15. Rahman, Syed Mahmudur & Carlson, Jamie & Gudergan, Siegfried P. & Wetzels, Martin & Grewal, Dhruv, 2022. "Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact," Journal of Retailing, Elsevier, vol. 98(4), pages 611-632.
    16. Liebrecht, Christine & Tsaousi, Christina & van Hooijdonk, Charlotte, 2021. "Linguistic elements of conversational human voice in online brand communication: Manipulations and perceptions," Journal of Business Research, Elsevier, vol. 132(C), pages 124-135.
    17. Hattula, Johannes D. & Schmitz, Christian & Schmidt, Martin & Reinecke, Sven, 2015. "Is more always better? An investigation into the relationship between marketing influence and managers' market intelligence dissemination," International Journal of Research in Marketing, Elsevier, vol. 32(2), pages 179-186.
    18. Valerie Good & Douglas E. Hughes & Ahmet H. Kirca & Sean McGrath, 2022. "A self-determination theory-based meta-analysis on the differential effects of intrinsic and extrinsic motivation on salesperson performance," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 586-614, May.
    19. Tagashira, Takumi & Minami, Chieko, 2019. "The Effect of Cross-Channel Integration on Cost Efficiency," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 68-83.
    20. Gerrath, Maximilian H.E.E. & Mafael, Alexander & Ulqinaku, Aulona & Biraglia, Alessandro, 2023. "Service failures in times of crisis: An analysis of eWOM emotionality," Journal of Business Research, Elsevier, vol. 154(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:89:y:2018:i:c:p:21-26. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.