IDEAS home Printed from https://ideas.repec.org/a/nms/nomsmr/10.15358-2511-8676-2017-1-57.html
   My bibliography  Save this article

Demographic Change and Job Satisfaction in Service Industries - The Role of Age and Gender on the Effects of Customer-Related Social Stressors on Affective Well-Being

Author

Listed:
  • Dormann, Christian
  • Brod, Sarah
  • Engler, Sarah

Abstract

Major changes in the working environment during the last decades have been the increased economic importance of the service sector, the aging workforce, and the growing proportion of women in the workforce. The aim of our study is to investigate how customer-related social stressors (CSS) interact with employees’ age and gender regarding employees’ affective stress reactions. We used a middle-term panel study across one week and a sample of police officers (N = 108) having everyday encounters with citizens. Results showed that CSS elicited changes in police officers’ negative affect, and this effect was moderated by gender and age. In particular, older police officers tend to react with weaker increases in negative affect than younger officers do. Similarly, female officers reacted less intensively to negative encounters with citizens than male officers. Results are discussed in terms of their implications for personnel selection and placement, for training, and for team composition.

Suggested Citation

  • Dormann, Christian & Brod, Sarah & Engler, Sarah, 2017. "Demographic Change and Job Satisfaction in Service Industries - The Role of Age and Gender on the Effects of Customer-Related Social Stressors on Affective Well-Being," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 1(1), pages 57-70.
    • Handle: RePEc:nms:nomsmr:10.15358/2511-8676-2017-1-57
    DOI: 10.15358/2511-8676-2017-1-57
    as

    Download full text from publisher

    File URL: https://www.nomos-elibrary.de/10.15358/2511-8676-2017-1-57
    Download Restriction: no
    File URL: https://libkey.io/10.15358/2511-8676-2017-1-57?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
    ---><---

    References listed on IDEAS

    as
    1. Karatepe, Osman M. & Yavas, Ugur & Babakus, Emin & Avci, Turgay, 2006. "Does gender moderate the effects of role stress in frontline service jobs?," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1087-1093, October.
    2. Kira S. Birditt & Karen L. Fingerman, 2003. "Age and Gender Differences in Adults' Descriptions of Emotional Reactions to Interpersonal Problems," The Journals of Gerontology: Series B, The Gerontological Society of America, vol. 58(4), pages 237-245.
    3. Shevaun D. Neupert & David M. Almeida & Susan Turk Charles, 2007. "Age Differences in Reactivity to Daily Stressors: The Role of Personal Control," The Journals of Gerontology: Series B, The Gerontological Society of America, vol. 62(4), pages 216-225.
    4. Susan Ehrlich Martin, 1999. "Police Force or Police Service? Gender and Emotional Labor," The ANNALS of the American Academy of Political and Social Science, , vol. 561(1), pages 111-126, January.
    Full references (including those not matched with items on IDEAS)

    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. Frank J. Infurna & Denis Gerstorf & Nilam Ram & Jürgen Schupp & Gert G. Wagner, 2011. "Long-Term Antecedents and Outcomes of Perceived Control," SOEPpapers on Multidisciplinary Panel Data Research 355, DIW Berlin, The German Socio-Economic Panel (SOEP).
    2. Julie A Phillips & Elizabeth A Luth & J Jill Suitor, 2020. "Beliefs About Suicide Acceptability in the United States: How Do They Affect Suicide Mortality?," The Journals of Gerontology: Series B, The Gerontological Society of America, vol. 75(2), pages 414-425.
    3. Gerstorf, Denis & Heckhausen, Jutta & Ram, Nilam & Infurna, Frank J. & Schupp, Jürgen & Wagner, Gert, 2014. "Perceived Personal Control Buffers Terminal Decline in Well-Being," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 29(3), pages 612-625.
    4. Yifan Yu & Shan Huang & Yuchen Liu & Yong Tan, 2020. "Emotions in Online Content Diffusion," Papers 2011.09003, arXiv.org, revised Mar 2022.
    5. Min-Ah Lee, 2016. "Social relationships, depressive symptoms and suicidality in Korea: Examining mediating and moderating effects in men and women," International Journal of Social Psychiatry, , vol. 62(1), pages 67-75, February.
    6. Guangdong Wu & Zhibin Hu & Junwei Zheng, 2019. "Role Stress, Job Burnout, and Job Performance in Construction Project Managers: The Moderating Role of Career Calling," IJERPH, MDPI, vol. 16(13), pages 1-20, July.
    7. Kim, HaeJung & Knight, Dee K. & Crutsinger, Christy, 2009. "Generation Y employees' retail work experience: The mediating effect of job characteristics," Journal of Business Research, Elsevier, vol. 62(5), pages 548-556, May.
    8. Hazem Ali & Min Li & Xunmin Qiu, 2024. "Examination of HRM practices in relation to the retention of Chinese Gen Z employees," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    9. Wolff, Julia K. & Schmiedek, Florian & Brose, Annette & Lindenberger, Ulman, 2013. "Physical and emotional well-being and the balance of needed and received emotional support: Age differences in a daily diary study," Social Science & Medicine, Elsevier, vol. 91(C), pages 67-75.
    10. Macintosh, Gerrard & Krush, Michael, 2014. "Examining the link between salesperson networking behaviors, job satisfaction, and organizational commitment: Does gender matter?," Journal of Business Research, Elsevier, vol. 67(12), pages 2628-2635.
    11. Muhammad Rizwan & Arooba Waseem & Syeda Anam Bukhari, 2014. "Antecedents of Job Stress and its impact on Job Performance and Job Satisfaction," International Journal of Learning and Development, Macrothink Institute, vol. 4(2), pages 187-203, June.
    12. Selvarajan, T.T. & Slattery, Jeffrey & Stringer, Donna Y., 2015. "Relationship between gender and work related attitudes: a study of temporary agency employees," Journal of Business Research, Elsevier, vol. 68(9), pages 1919-1927.
    13. Na, Ling & Yang, Lixia & Mezo, Peter G. & Liu, Rong, 2022. "Age disparities in mental health during the COVID19 pandemic: The roles of resilience and coping," Social Science & Medicine, Elsevier, vol. 305(C).
    14. Ingrida Grigaityte & Karin Osterman & Kaj Bjorkqvist, 2020. "Social Integration and Psychological Wellbeing in a Sample of the Swedish-speaking Minority of Western Finland," Technium Social Sciences Journal, Technium Science, vol. 9(1), pages 364-376, July.
    15. Bande, Belén & Jaramillo, Fernando & Fernández-Ferrín, Pilar & Varela, José A., 2019. "Salesperson coping with work-family conflict: The joint effects of ingratiation and self-promotion," Journal of Business Research, Elsevier, vol. 95(C), pages 143-155.
    16. Razan Ibrahim Awwad & Hasan Yousef Aljuhmani & Sameer Hamdan, 2022. "Examining the Relationships Between Frontline Bank Employees’ Job Demands and Job Satisfaction: A Mediated Moderation Model," SAGE Open, , vol. 12(1), pages 21582440221, February.
    17. André Reimer & Andreas Schmitt & Dominic Ehrmann & Bernhard Kulzer & Norbert Hermanns, 2017. "Reduction of diabetes-related distress predicts improved depressive symptoms: A secondary analysis of the DIAMOS study," PLOS ONE, Public Library of Science, vol. 12(7), pages 1-10, July.
    18. Robinette, Jennifer W. & Charles, Susan T. & Mogle, Jacqueline A. & Almeida, David M., 2013. "Neighborhood cohesion and daily well-being: Results from a diary study," Social Science & Medicine, Elsevier, vol. 96(C), pages 174-182.
    19. Andréanne Angehrn & Amber J. Fletcher & R. Nicholas Carleton, 2021. "“Suck It Up, Buttercup”: Understanding and Overcoming Gender Disparities in Policing," IJERPH, MDPI, vol. 18(14), pages 1-16, July.
    20. Rachel Koffer & Johanna Drewelies & David M Almeida & David E Conroy & Aaron L Pincus & Denis Gerstorf & Nilam Ram, 2019. "The Role of General and Daily Control Beliefs for Affective Stressor-Reactivity Across Adulthood and Old Age," The Journals of Gerontology: Series B, The Gerontological Society of America, vol. 74(2), pages 242-253.

    More about this item

    Statistics

    Access and download statistics

    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:nms:nomsmr:10.15358/2511-8676-2017-1-57. 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: Nomos Verlagsgesellschaft mbH & Co. KG (email available below). General contact details of provider: http://www.nomos.de/ .

    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.