• 6A55CB5D-61F4-41B9-BFA5-FEA07DB5A942 BPA - Applied Psychology Bulletin I Giunti Psychometrics

LOGIN

SUBMIT YOUR ARTICLE
ico/view
ico/autori
ABOUT THE JOURNAL
ISSUES
FOR AUTHORS
SUBMIT YOUR ARTICLE
ABOUT THE JOURNAL
ISSUES
FOR AUTHORS
  • Home
  • Relationship of job crafting with job outcomes among frontline customer service employees: Moderating role of dysfunctional customer behavior
  • Home
  • Issue 299
  • 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.

References

  • AHMED, I., ISLAM, T., AHMAD, S. & KALEEM, A. (2021). ACOVID-19 contextual study of customers’ mistreatment and counterproductive work behavior at coffee cafés. British Food Journal, 123 (11), 3404-3420.

    doi.org/10.1108/BFJ-07-2020-0664

  • AL-HAWARI, M.A., BANI-MELHEM, S. & QURATULAIN, S.(2020). Do frontline employees cope effectively with abusive supervision and customer incivility? Testing the effect of employee resilience. Journal of Business and Psychology, 35, 223-240.

    doi.org/10.1007/s10869-019-09621-2

  • ALI, M.F. & SAJJAD, H. (2018). Customer related social stressors and mental health of sales girls: Moderating role of sexual harassment. Pakistan Journal of Professional Psychology: Research and Practice, 9 (2). https://shorturl.at/ijN27

  • BAIG, B., KAMRAN, S. & MALIK, F. (2022). Effect of unethical customer behavior on restaurant frontline employee’s perceived service quality. Pakistan Journal of Social Research, 4 (2), 234-250.

    doi.org/10.52567/pjsr.v4i2.471

  • BÉLANGER, J. & EDWARDS, P. (2013). The nature of front-line service work: Distinctive features and continuity in the employment relationship. Work, employment and society, 27 (3),433-450.

    doi.org/10.1177/0950017013481877

  • BERG, J.M., DUTTON, J.E. & WRZESNIEWSKI, A. (2008). What is job crafting and why does it matter. Michigan Ross School of Business, 15, 2011. https://shorturl.at/enuBZ

  • BERG, J.M., DUTTON, J.E. & WRZESNIEWSKI, A. (2013).Job crafting and meaningful work. American Psychological Association. doi.org

    doi.org/10.1037/14183-005

  • BERRY, L.L. & SEIDERS, K. (2008). Serving unfair customers.Business Horizons, 51 (1), 29-37.

    doi.org/10.1016/j.bushor.2007.09.002

  • BI, Y., CHOI, S., YIN, J. & KIM, I. (2021). Stress on frontline employees from fustomer aggression in the restaurant industry:The moderating effect of empowerment. Sustainability, 13 (3),1-15.

    doi.org/10.3390/su13031433

  • BROTHERIDGE, C.M. & GRANDEY, A.A. (2002). Emotional laborand burnout: Comparing two perspectives of “people work”.Journal of Vocational Behavior, 60 (1), 17-39.

    doi.org/10.1006/jvbe.2001.1815

  • BROTHERIDGE, C.M. & LEE, R.T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76 (3), 365-379.

    doi.org/10.1348/096317903769647229

  • BRUNING, P.F. & CAMPION, M.A. (2018). A role-resource approach-avoidance model of job crafting: A multimethod integration and extension of job crafting theory. Academy of Management Journal, 61 (2), 499-522. doi.org/https:/

    doi.org/10.5465/amj.2015.0604

  • BUKHARI, I. & KAMAL, A. (2017). Perceived organizational support, its behavioral and attitudinal work outcomes: Moderating role of perceived organizational politics. Pakistan Journal of Psychological Research, 32 (2), 581-602. https://shorturl.at/gyAMV

  • BYRNE, B.M. (2016). Structural equation modeling with AMOS: Basicconcepts, applications, and programming (3 ed.). Routledge.

  • CHEN, J., KANG, H., WANG, Y. & ZHOU, M. (2021). Thwarted psychological needs: The negative impact of customer mistreatment on service employees and the moderating role of empowerment HRM practices. Personnel Review, 50 (7/8), 1566-1581.

    doi.org/10.1108/PR-06-2020-0489

  • CHENG, P., JIANG, J., XIE, S. & LIU, Z. (2022). Dysfunctional customer behavior influences on employees’ emotional labor: The moderating roles of customer orientation and perceived organizational support. Frontiers in Psychology, 13.

    doi.org/10.3389/fpsyg.2022.966845

  • DAUNT, K.L. & HARRIS, L.C. (2012). Motives of dysfunctional customer behavior: An empirical study. Journal of Services Marketing,26(4),293-308.

    doi.org/10.1108/08876041211237587

  • DEMEROUTI, E. (2014). Design your own job through job crafting.European Psychologist, 19 (4), 237-247.

    doi.org/10.1027/1016-9040/a000188

  • DHAMIJA, P., GUPTA, S. & BAG, S. (2019). Measuring of job satisfaction: The use of quality of work life factors. Benchmarking: An International Journal, 26 (3), 871-892.

    doi.org/10.1108/BIJ-06-2018-0155

  • DORMANN, C., BROD, S. & ENGLER, S. (2017). Demographic change and job ssatisfaction in service industries: The role of age and gender on the effects of customer-related social stressors on affective wellbeing. SMR-Journal of Service ManagementResearch, 1 (1), 57-70.

    doi.org/10.15358/2511-8676-2017-1-57

  • FIELD, A. (2013). Discovering statistics using IBM SPSS statistics (5ed.). Sage.

  • FULLERTON, R.A. & PUNJ, G. (2004). Repercussions of promotingan ideology of consumption: Consumer misbehavior. Journal of Business Research, 57 (11), 1239-1249.

    doi.org/10.1016/S0148-2963(02)00455-1

  • GEORGE, D. & MALLERY, P. (2009). SPSS for Windows step by step:A simple study guide and reference. Allyn & Bacon, Inc.

  • GOUSSINSKY, R. (2011). Does customer aggression more strongly affect happy employees? The moderating role of positive affectivity and extraversion. Motivation and Emotion, 35 (2), 220-234.

    doi.org/10.1007/s11031-011-9215-z

  • GRANDEY, A.A., DICKTER, D.N. & SIN, H.-P. (2004). The customeris not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25 (3),397-418.

    doi.org/10.1002/job.252

  • HAIR, J.F., HULT, G.T.M., RINGLE, C.M. & SARSTEDT, M. (2022).A primer on partial least squares structural equation modeling(PLS-SEM) (3 ed.). Sage Publications.

  • HAKANEN, J.J., SEPPÄLÄ, P. & PEETERS, M.C. (2017). High job demands, still engaged and not burned out? The role of job crafting. International Journal of Behavioral Medicine, 24, 619-627.

    doi.org/10.1007/s12529-017-9638-3

  • HARRIS,L.C.&DAUNT,K.(2013).Managing customer misbehavior: Challenges and strategies. Journal of Services Marketing, 27 (4),281-293.

    doi.org/10.1108/08876041311330762

  • HARRIS, L.C. & REYNOLDS, K. (2003). The consequences of dysfunctional customer behavior. Journal of Service Research, 6(2), 144-161.

    doi.org/10.1177/1094670503257044

  • HOBFOLL, S.E. (1989). Conservation of resources: A new attemptat conceptualizing stress. American psychologist, 44 (3), 513-524.

    doi.org/10.1037/0003-066X.44.3.513

  • HU, H.-Y., & KING, B. (2017). Impacts of misbehaving air passengers on frontline employees: Role stress and emotional labor. International Journal of Contemporary Hospitality Management,29 (7), 1793-1813.

    doi.org/10.1108/IJCHM-09-2015-0457

  • IKHIDE, J.E., TIMUR, A.T. & OGUNMOKUN, O.A. (2023).Journalists as first responders: a new perspective on emotional labour and initiative taking in crises. The International Journal of Human Resource Management, 34 (4), 805-831.

    doi.org/10.1080/09585192.2022.2032266

  • KANG, M. & GONG, T. (2019). Dysfunctional customer behavior: Conceptualization and empirical validation. Service Business, 134), 625-646.

    doi.org/10.1007/s11628-019-00398-1

  • KARATEPE, O.M., ULUDAG, O., MENEVIS, I.,HADZIMEHMEDAGIC, L. & BADDAR, L. (2006). The effects of selected individual characteristics on frontline employee per formance and job satisfaction. Tourism Management, 27 (4),547-560.

    doi.org/10.1016/j.tourman.2005.02.009

  • KASHIF, M., BRAGANCA, E., AWANG, Z. & DE RUN, E.C.(2017). You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence on employee turnover. Journal of Management Development, 36 (7), 899-914.

    doi.org/10.1108/JMD-06-2016-0095

  • KASHIF, M. & ZARKADA, A. (2015). Value co-destruction between customers and frontline employees: A social system perspective. International Journal of Bank Marketing, 33 (6), 672-691.

    doi.org/10.1108/IJBM-09-2014-0121

  • KIM, M.S. & LEE, M.J. (2017). The effect of subordinate’s emotional labor on job attitude: The moderating effect of jobc rafting. Journal of the Korea Academia-Industrial Cooperation Society, 18 (9),167-176. doi.org/https:/

    doi.org/10.5762/KAIS.2017.18.9.167

  • KIM, T.T., YOO, J.J.E., LEE, G. & KIM, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 24 (7), 1029-1046.

    doi.org/10.1108/09596111211258900

  • KO, S.-H. (2019). The effect of compassion on job crafting: Mediating effect of positive psychological capital and moderating effect of deep acting. Journal of Digital Convergence, 17 (4), 57-64. doi.org/https:/

    doi.org/10.14400/JDC.2019.17.4.057

  • LI, X. & ZHOU, E. (2013). Influence of customer verbal aggression on employee turnover intention. Management Decision, 51 (4),890-912.

    doi.org/10.1108/00251741311326635

  • LI, Y., CHEN, M., LYU, Y. & QIU, C. (2016). Sexual harassment and proactive customer service performance: The roles of job engagement and sensitivity to interpersonal mistreatment.International Journal of Hospitality Management, 54, 116-126. doi.org/https:/

    doi.org/10.1016/j.ijhm.2016.02.008

  • LICHTENTHALER,P.W.&FISCHBACH,A.(2019).Ameta-analysison promotion-and prevention-focused job crafting. European Journal of Work and Organizational Psychology, 28 (1), 30-50.

  • LYONS, P. (2008). The crafting of jobs and individual differences.Journal of Business and Psychology, 23, 25-36. doi.org/https:/

    doi.org/10.1007/s10869-008-9080-2

  • MacDONALD, S. & MacLNTYRE, P. (1997). The generic jobs atisfaction scale: Scale development and its correlates. Employee Assistance Quarterly, 13 (2), 1-16.

    doi.org/10.1300/J022v13n02_01

  • MILLS, M.K. & BONOMA, T.V. (1979). Deviant consumer behavior:A different view. Advances in Consumer Research, 6 (1).

  • NAWAZ, A., TARIQ, B., DAKHAN, S.A., ARIZA-MONTES, A.,BHUTTO, N.A. & HAN, H. (2020). Behaviors also trickle back:An assessment of customer dysfunctional behavior on employees and customers. Sustainability, 12 (20).

    doi.org/10.3390/su12208427

  • NAWAZ, N. & KHAN, O. (2020). Black friday and consumer misbehavior: A qualitative analysis of Pakistan’s black friday sale.Journal of Management Info, 7 (3), 179-191.

    doi.org/10.31580/jmi.v7i3.1600

  • PARKER,D.F.&DeCOTIIS,T.A.(1983).Organizational determinants of job stress. Organizational Behavior and Human Performance,32 (2), 160-177.

    doi.org/10.1016/0030-5073(83)90145-9

  • RAFAELI, A., EREZ, A., RAVID, S., DERFLER-ROZIN, R.,TREISTER, D.E. & SCHEYER, R. (2012). When customers exhibit verbal aggression, employees pay cognitive costs. Journal of Applied Psychology, 97 (5), 931-950.

    doi.org/10.1037/a0028559

  • RAZA, B., ST-ONGE, S. & ALI, M. (2021). Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling. International Journal of Hospitality Management, 97.

    doi.org/10.1016/j.ijhm.2021.103015

  • RUDOLPH, C.W., KATZ, I.M., LAVIGNE, K.N. & ZACHER, H.(2017). Job crafting: A meta-analysis of relationships with individual differences, job characteristics, and work outcomes. Journal of Vocational Behavior, 102, 112-138.

    doi.org/10.1016/j.jvb.2017.05.008

  • SHABIR, M., ABRAR, M., BAIG, S.A. & JAVED, M. (2014). The contribution of workplace incivility and psychological capital toward job stress. International Journal of Human Resource Studies, 4 (2), 1-17.

  • SHAGIRBASHA, S. & SIVAKUMARAN, B. (2021). Cognitive appraisal, emotional labor and organizational citizenship behavior: Evidence from hotel industry. Journal of Hospitality Tourism Management, 48, 582-592.

    doi.org/10.1016/j.jhtm.2021.08.016

  • SIDDIQ, A., ULLAH, M., ALI, A., FAZAL, M., IHSAN, A. &ALI, N. (2022). Impact of job crafting on performance in teachers of private sector universities, Pakistan: Mediating role of organizational commitment. Journal of Positive SchoolPsychology, 6 (8), 9943-9953. https://shorturl.at/JPRS9

  • SINGH, V. & SINGH, M. (2018). A burnout model of job crafting:Multiple mediator effects on job performance.IIMB Management Review, 30 (4), 305-315.

    doi.org/10.1016/j.iimb.2018.05.001

  • SLEMP, G.R. & VELLA-BRODRICK, D.A. (2013). The job crafting questionnaire: A new scale to measure the extent to which employees engage in job crafting. International Journal of Wellbeing, 3 (2), 126-146.

    doi.org/10.5502/ijw.v3i2.1

  • SOK, P., DANAHER, T.S. & SOK, K.M. (2021). Matching the personal initiative capabilities of FLEs to their self-regulatory processes and the firm’s initiative climate. Journal of Retailing, 97 (3), 319-335.

    doi.org/10.1016/j.jretai.2020.11.010

  • STEVENS, J.P. (2012). Applied multivariate statistics for the social sciences. Routledge.

  • SUBRAMONY, M., GROTH, M., HU, X.J. & WU, Y. (2021). Four decades of frontline service employee research: An integrative bibliometric review. Journal of Service Research, 24 (2), 230-248.

    doi.org/10.1177/1094670521999721

  • SZOTS-KOVÁTS, K. & KISS, C. (2023). How job crafting is related tothe individual readiness to organizational change. Heliyon, 9 (4). doi.org/https:/

    doi.org/10.1016/j.heliyon.2023.e15025

  • WRZESNIEWSKI, A. & DUTTON, J.E. (2001). Crafting a job:Revisioning employees as active crafters of their work.The Academy of Management Review, 26 (2), 179-201.

    doi.org/10.5465/amr.2001.4378011

  • YANG, Y., YAN, X., ZHAO, X.R., MATTILA, A.S., CUI, Z. & LIU,Z. (2022). A two-wave longitudinal study on the impacts of job crafting and psychological resilience on emotional labor. Journal of Hospitality and Tourism Management, 52, 128-140.

    doi.org/10.1016/j.jhtm.2022.05.014

  • YI, Y. & GONG, T. (2006). The antecedents and consequences of service customer citizenship and badness behavior. Seoul Journal of Business, 12 (2), 145-176.

SHOW ALL REFERENCES (63)HIDE REFERENCES

Related articles

Article info

Issue:

Issue 299

Keywords:

Conservation of resource theory

Dysfunctional customer behavior

Frontline customer

Job crafting

Job outcomes

Views:

1263

Downloads:

61

Cite the article:

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.
CITE THE ARTICLE
11393

Giunti Psychometrics

Giunti Psychometrics is the historic publisher of psychometric tests, psychology books, CME training courses and psychodiagnostic tools.

BPA - BULLETIN OF APPLIED PSYHOLOGY

Scientific Director: Alessandro Zennaro

Copyright © 2021 by Giunti Psychometrics

MANAGEMENT AND EDITORIAL OFFICE

Via Fra Paolo Sarpi, 7/A

50136 Firenze

Tel. 055 6236 501

mail: bpa@giuntipsy.com

ABOUT US
Copyright © 2021 Giunti Psychometrics | P. IVA 00421250481 · Giunti Psychometrics Srl, tutti i diritti riservati Responsabile della Protezione dei Dati (Art. 37 del REG UE 2016/679) Avv. Victoria Parise privacy@giuntipsy.com

Citation tool

How to cite this article

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.