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首页> 外文期刊>Journal of occupational health psychology >Effects of customer entitlement on service workers' physical and psychological well-being: a study of waitstaff employees.
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Effects of customer entitlement on service workers' physical and psychological well-being: a study of waitstaff employees.

机译：客户权益对服务人员身心健康的影响：对服务员员工的研究。

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摘要

This exploratory study examines the nature of customer entitlement and its impact on front-line service employees. In an open-ended qualitative inquiry, 56 individuals with waitstaff experience described the types of behaviors entitled customers engage in and the kinds of service-related "perks" these individuals feel deserving of. Participants explained how they responded to entitled customers, how and when managers became involved, and how their dealings with these patrons influenced their subjective physical and psychological well-being. We found that the behaviors of entitled customers negatively impacted waitstaff employees. Participants reported physiological arousal, negative affect, burnout, and feelings of dehumanization as a result of dealing with these patrons. While respondents drew on a variety of strategies to manage their encounters with entitled customers, they indicated workplace support was often informal and described feeling abandoned by management in dealing with this workplace stressor. Approaching customer entitlement as a form of microaggression, we offer recommendations for practice and suggest new directions for future research.
机译：这项探索性研究考察了客户权益的性质及其对一线服务员工的影响。在一个不限成员名额的定性查询中，有56名具有服务员经验的人描述了有权从事客户的行为类型以及这些人应得的与服务相关的“特权”。参与者解释了他们如何回应有资格的客户，经理如何以及何时参与进来，以及他们与这些顾客的交往如何影响他们的主观身心健康。我们发现，授权客户的行为对服务员员工产生了负面影响。参与者报告称，由于与这些顾客打交道而引起了生理上的唤醒，负面影响，倦怠和非人性化的感觉。虽然受访者采用了各种策略来管理与有资格的客户的相遇，但他们表示工作场所的支持通常是非正式的，并描述了管理层在应对这种工作场所压力因素时感到被抛弃的感觉。我们将客户权益作为一种微侵略性形式，为实践提供了建议，并为未来的研究提供了新的方向。

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