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Service employee burnout and engagement: the moderating role of power distance orientation

Author

Listed:
  • Seigyoung Auh

    (Arizona State University)

  • Bulent Menguc

    (Kadir Has University)

  • Stavroula Spyropoulou

    (University of Leeds)

  • Fatima Wang

    (King’s College London)

Abstract

Studies show that service employees are among the most disengaged in the workforce. To better understand service employees’ job engagement, this study broadens the scope of the job demands-resources (JD-R) model to include power distance orientation (PDO). The inclusion of PDO enriches the JD-R model by providing a key piece of information that has been missing in prior JD-R models: employees’ perceptions of the source of job demands (i.e., supervisors) or employees’ views of power and hierarchy within the organization. Study 1 uses a survey-based field study to show that employees with a high (compared to low) PDO feel more burnout due to supervisors when they are closely monitored by their supervisors. Study 1 further supports the finding that employees with high (compared to low) PDO feel less disengagement despite burnout due to supervisors. Study 2, using a lab experiment, and Study 3, relying on a survey-based field study, unveil why these effects were observed. Stress and job satisfaction emerge as mediators that explain the findings from Study 1. Implications of the role of PDO are discussed to improve the current understanding of how job engagement can improve customer service performance.

Suggested Citation

  • Seigyoung Auh & Bulent Menguc & Stavroula Spyropoulou & Fatima Wang, 2016. "Service employee burnout and engagement: the moderating role of power distance orientation," Journal of the Academy of Marketing Science, Springer, vol. 44(6), pages 726-745, November.
    • Handle: RePEc:spr:joamsc:v:44:y:2016:i:6:d:10.1007_s11747-015-0463-4
    DOI: 10.1007/s11747-015-0463-4
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    References listed on IDEAS

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    Cited by:

    1. Surachartkumtonkun, Jiraporn & Ngo, Liem Viet & Shao, Wei, 2023. "The crisis cloud's silver linings: The effects of hope and gratitude on employee burnout and engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    2. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
    3. Chux Gervase Iwu & Abdullah Promise Opute & Olayemi Abdullateef Aliyu & Chukuakadibia Eresia-Eke & Tichaona Buzy Musikavanhu & Afeez Olalekan Jaiyeola, 2021. "A Structural Equation Modelling Evaluation of Antecedents and Interconnections of Call Centre Agents’ Intention to Quit," JRFM, MDPI, vol. 14(4), pages 1-21, April.
    4. Palmeira, Mauricio & Hartmann, Nathaniel N. & Chan, Eugene & Sekar, Samuel B., 2023. "Don’t blame the powerless: The impact of hierarchy on reactions to responses to ethical scandals," Journal of Business Research, Elsevier, vol. 165(C).
    5. Linda D. Hollebeek & Rajendra K. Srivastava & Tom Chen, 2019. "S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 161-185, January.
    6. Dirk De Clercq & Tasneem Fatima & Sadia Jahanzeb, 2021. "Ingratiating with Despotic Leaders to Gain Status: The Role of Power Distance Orientation and Self-enhancement Motive," Journal of Business Ethics, Springer, vol. 171(1), pages 157-174, June.
    7. Qi, Ji (Miracle) & Wang, Sijun & Lindsey Hall, Kristina K., 2023. "Bridging employee engagement and customer engagement in a service context," Journal of Business Research, Elsevier, vol. 160(C).
    8. Bulent Menguc & Seigyoung Auh & Volkan Yeniaras & Constantine S. Katsikeas, 2017. "The role of climate: implications for service employee engagement and customer service performance," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 428-451, May.
    9. Orlando C. Richard & O. Dorian Boncoeur & Hao Chen & David L. Ford, 2020. "Supervisor Abuse Effects on Subordinate Turnover Intentions and Subsequent Interpersonal Aggression: The Role of Power-Distance Orientation and Perceived Human Resource Support Climate," Journal of Business Ethics, Springer, vol. 164(3), pages 549-563, July.

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