Stressors and resources in customer service roles: Exploring the relationship between core self‐evaluations and burnout

Abstract

Purpose

The purpose of this study is to explore the role of core self‐evaluations (CSE) as a coping resource in customer service roles.

Design/methodology/approach

Questionnaires were administered to 265 service providers, measuring CSE, burnout, social stressors involved in interaction with customers (perceived customer negative behaviors and emotional regulation performed by service providers) and coping resources (service orientation and social support).

Findings

The results show that CSE is negatively related to service provider burnout as reflected in depersonalization and emotional exhaustion, and positively related to a sense of accomplishment. CSE was also negatively related to perceived customer negative behaviors and to emotional regulation. The results show a partial mediation effect of emotional regulation on the relationship between CSE and burnout. Service orientation and social support were found to interact with CSE and enhance its effect on social stressors.

Research limitations/implications

The use of a non‐randomized sample might bias the results.

Practical implications

The results can inform managerial practices designed to enhance service providers' resources of coping with role stressors.

Originality/value

The study introduces a fundamental personality trait, CSE, to the area of service and shows its effect on burnout through its relationship with situational stressors and interaction with coping resources.

Citation

Yagil, D., Luria, G. and Gal, I. (2008), "Stressors and resources in customer service roles: Exploring the relationship between core self‐evaluations and burnout", International Journal of Service Industry Management, Vol. 19 No. 5, pp. 575-595. https://doi.org/10.1108/09564230810903479