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The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion

Author

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  • Osman M. Karatepe
  • Mine Haktanir
  • Ilkay Yorganci

Abstract

Based on data collected from frontline bank employees in Northern Cyprus as the study setting, the authors developed and tested a model, which investigated the effects of core self-evaluations on customer-related social stressors and emotional exhaustion. The researchers' model also tested the impacts of these customer-related social stressors on emotional exhaustion. The results indicated that employees with positive core self-evaluations experienced low levels of disproportionate customer expectations, customer verbal aggression, and ambiguous customer expectations. Such employees were also confronted with less-disliked customers. In this study, it was found that employees who were susceptible to ambiguous customer expectations were emotionally exhausted. In contrast, the findings did not lend any empirical support to the effects of disproportionate customer expectations, customer verbal aggression, and disliked customers on emotional exhaustion.

Suggested Citation

  • Osman M. Karatepe & Mine Haktanir & Ilkay Yorganci, 2008. "The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion," The Service Industries Journal, Taylor & Francis Journals, vol. 30(9), pages 1565-1579, September.
    • Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1565-1579
    DOI: 10.1080/02642060802626766
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    Cited by:

    1. Chih-Ching Yang, 2010. "Service, investment, and risk management performance in commercial banks," The Service Industries Journal, Taylor & Francis Journals, vol. 32(12), pages 2005-2025, December.
    2. Valentina Sommovigo & Ilaria Setti & Piergiorgio Argentero, 2019. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance," Sustainability, MDPI, vol. 11(1), pages 1-22, January.

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