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The effect of customer participation on service providers' job stress

Author

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  • An-tien Hsieh
  • Chang-hua Yen

Abstract

There have been conflicting explanations of how customer participation affects service providers' job stress. This study explores the relationship between the two. Survey data from 293 customer-contact employees at 64 restaurants in Taiwan indicate that customer participation is positively related to perceived job stress and perceived workload, implying that it is inappropriate to explain job stress from the perspective of partial employees. Moreover, while customer participation increases the level of job stress, workload is only a superficial explanation for the relationship. The real explanation is role conflict, which is associated with changes in job characteristics. Implications of these findings for managing customer participation are subsequently discussed.

Suggested Citation

  • An-tien Hsieh & Chang-hua Yen, 2005. "The effect of customer participation on service providers' job stress," The Service Industries Journal, Taylor & Francis Journals, vol. 25(7), pages 891-905, October.
    • Handle: RePEc:taf:servic:v:25:y:2005:i:7:p:891-905
    DOI: 10.1080/02642060500134162
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    Cited by:

    1. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
    2. Ching-Yi Daphne Tsai & Shih-Hao Wu & Stephen Chi-Tsun Huang, 2017. "From mandatory to voluntary: consumer cooperation and citizenship behaviour," The Service Industries Journal, Taylor & Francis Journals, vol. 37(7-8), pages 521-543, June.
    3. Jixia Yang & Kuo Hui Frank Yu & Chi-Jui Huang, 2019. "Service employees’ concurrent adaptive and unethical behaviors in complex or non-routine tasks: The effects of customer control and self-monitoring personality," Asia Pacific Journal of Management, Springer, vol. 36(1), pages 245-273, March.
    4. Xie, Xuemei & Wang, Lijun & Zhang, Tao, 2023. "Involving online community customers in product innovation: The double-edged sword effect," Technovation, Elsevier, vol. 123(C).
    5. Tsou, Hung-Tai & Hsu, Sheila Hsuan-Yu, 2015. "Performance effects of technology–organization–environment openness, service co-production, and digital-resource readiness: The case of the IT industry," International Journal of Information Management, Elsevier, vol. 35(1), pages 1-14.
    6. Munwar Hussain Pahi & Kamal Ab. Hamid & Nadeem Khalid, 2016. "Save Talent of Banking Sector of Pakistan: Mediating Job Satisfaction between Job Stress and Employee Turnover Intention," International Review of Management and Marketing, Econjournals, vol. 6(3), pages 617-624.
    7. Fernando Peris Bonet & Carlos Rueda Armengot & Miguel Ángel Galindo Martín, 2011. "Entrepreneurial success and human resources," International Journal of Manpower, Emerald Group Publishing Limited, vol. 32(1), pages 68-80, March.

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