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首页> 外文期刊>Journal of personnel psychology >Customer-Related Social Stressors Meaning and Consequences Across Service Jobs
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Customer-Related Social Stressors Meaning and Consequences Across Service Jobs

机译：客户有关的社会压力源，跨服务工作的意义和后果

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摘要

The purpose of this study was to replicate the dimensions of the customer-related social stressors (CSS) concept across service jobs, to investigate their consequences for service providers' well-being, and to examine emotional dissonance as mediator. Data of 20 studies comprising of different service jobs (N = 4,199) were integrated into a single data set and meta-analyzed. Confirmatory factor analyses and explorative principal component analysis confirmed four CSS scales: disproportionate expectations, verbal aggression, ambiguous expectations, disliked customers. These CSS scales were associated with burnout and job satisfaction. Most of the effects were partially mediated by emotional dissonance. Further analyses revealed that differences among jobs exist with regard to the factor solution. However, associations between CSS and outcomes are mainly invariant across service jobs.
机译：本研究的目的是将客户相关的社会压力源（CSS）概念的维度复制，以调查其对服务提供商的福祉的后果，并将情绪解剖视为调解员。 包含不同的服务作业（n = 4,199）的20项研究的数据被集成到单个数据集和荟萃分析中。 确认因素分析和探索主要成分分析确认了四个CSS尺度：不成比例的预期，口头侵略，暧昧的预期，不喜欢的客户。 这些CSS尺度与倦怠和工作满意相关。 大多数效果被情绪解散部分介导。 进一步的分析表明，关于因子解决方案存在就业问题的差异。 但是，CSS和结果之间的关联主要是跨服务作业的不变性。

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