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  • Relationship of job crafting with job outcomes among frontline customer service employees: Moderating role of dysfunctional customer behavior
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  • Relationship of job crafting with job outcomes among frontline customer service employees: Moderating role of dysfunctional customer behavior

Relationship of job crafting with job outcomes among frontline customer service employees: Moderating role of dysfunctional customer behavior

Urooj Javeria , Bukhari Imran

Accepted February 26, 2024

First published April 17, 2024

https://doi.org/10.26387/bpa.2024.00003

Abstract

Dysfunctional customer behavior is a cause of concern due to its short and long-term impact on both
employees as well as organizations. This paper aims to present the moderating effect of dysfunctional customer behavior
on the relationship between job crafting and job outcomes (job satisfaction, job stress, and emotional labor) in light of the
conservation of resource theory. This cross-sectional study was comprised of 440 frontline customer service employees
(345 males and 94 females) serving in shopping malls located in Islamabad and Rawalpindi, Pakistan. Results indicated
a negative relationship of job crafting with job stress and a positive relationship with job satisfaction. Moreover, a positive
relationship of dysfunctional customer behavior was found with job stress and emotional labor, and a negative relationship
with job satisfaction was also found. Furthermore, it was found that dysfunctional customer behavior moderated the
relationship of job crafting with job stress and emotional labor, but it didn’t moderate the relationship of job crafting with
job satisfaction. This study concludes that dysfunctional customer behavior is a cause of concern as it impacts the job
outcomes of employees. Organizations should empower employees by training them to enhance their resources. Future
studies may check for mediational pathways to enrich this finding.

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Issue:

Issue 299

Keywords:

Conservation of resource theory

Dysfunctional customer behavior

Frontline customer

Job crafting

Job outcomes

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Author Surname Author Initial. Title. Publication Title. Year Published;Volume number(Issue number):Pages Used. doi:DOI Number.


Javeria Urooj. Imran Bukhari. Relationship of job crafting with job outcomes among frontline customer service employees: Moderating role of dysfunctional customer behavior. BPA Applied Psychology Bulletin. 2024;299(1):18-32. doi:10.26387/bpa.299.1.
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Author Surname Author Initial. Title. Publication Title. Year Published;Volume number(Issue number):Pages Used. doi:DOI Number.


Javeria Urooj. Imran Bukhari. Relationship of job crafting with job outcomes among frontline customer service employees: Moderating role of dysfunctional customer behavior. BPA Applied Psychology Bulletin. 2024;299(1):18-32. doi:10.26387/bpa.299.1.