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Customer related social stressors a challenge to employee satisfaction: evidences from luxury bus service providers in Pakistan

Author

Listed:
  • Asif Nawaz
  • Kamran Yousef Sandhu
  • Nafeesa Mughal

Abstract

Customers may also become a source of stress for service employees and affect their well-being. The same is determined in this study to find the impact of customer social stressors on bus hostesses' emotional exhaustion and as a result on their job satisfaction and life satisfaction. Data were collected from 150 bus hostesses in Lahore City. The analysis is done with smart PLS 3.0. by applying multiple tests, both for outer and inner model evaluation. Customer verbal aggression and disliked customer, both proved to be escalating exhaustion that in turn affects job satisfaction as well as life satisfaction of the serving females.

Suggested Citation

  • Asif Nawaz & Kamran Yousef Sandhu & Nafeesa Mughal, 2018. "Customer related social stressors a challenge to employee satisfaction: evidences from luxury bus service providers in Pakistan," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 16(3), pages 257-268.
    • Handle: RePEc:ids:ijbexc:v:16:y:2018:i:3:p:257-268
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    Citations

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    Cited by:

    1. Wang, Fei & Liu, Xiaoyan, 2023. "Resources extraction and geopolitical risk: A novel perspective of World's biggest economies," Resources Policy, Elsevier, vol. 85(PA).
    2. Asif Nawaz & Beenish Tariq & Sarfraz Ahmed Dakhan & Antonio Ariza-Montes & Niaz Ahmed Bhutto & Heesup Han, 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    3. Ma, Yubo & Wang, Fei, 2023. "Dutch disease via remittances and natural resources: A perspective of global economy," Resources Policy, Elsevier, vol. 80(C).

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