Shameful? Grateful? : Emotional Response to Customer Helping and Its Impact on Job Stress and Job Performance

Customer Helping;Customer Participation;Shame;Gratitude;Job Stress;Job Performance;Outcome/Process Orientation;658

경영대학 경영학과 ;

University:서울대학교 대학원

关键词: Customer Helping;    Customer Participation;    Shame;    Gratitude;    Job Stress;    Job Performance;    Outcome/Process Orientation;    658;   

Others  :  http://s-space.snu.ac.kr/bitstream/10371/141274/1/000000149767.pdf

美国|英语

来源: Seoul National University Open Repository

【 摘 要 】

however, there is also empirical evidence that customerhelping increases job stress. The purpose of this paper is to bridge the gap between the conflicting consequences of customer helping. Through the qualitative and quantitative research, this paper delineates how (1) employees’feeling shame and gratitude toward the customer helping relate to job stress and job performance and (2) the effects of customer helping on emotional responses depend on employees’ mental simulation (outcome vs. process). Theresults show that feeling shame toward the customer helping leads to job stress and job performance, whereas feeling gratitude increases job performance. Moreover, the employees’ mental simulation had significant moderating effect, but only when the level of customer helping is high.