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- Publisher
- Emerald Publishing
- Copyright
- © Emerald Publishing Limited
- ISSN
- 0268-3946
- DOI
- 10.1108/jmp-10-2018-0473
- Publisher site
- See Article on Publisher Site
Abstract
Drawing on the transaction theory of stress, the purpose of this paper is to conceptualize customer mistreatment as a stressor and examine how job routinization and proactive personality help employees cope with the effects of customer mistreatment on emotional exhaustion and work engagement. The interaction of job routinization and proactive personality was also tested.Design/methodology/approachIn total, 128 hundred nurses were recruited to participate in the current study, which was a daily survey for two consecutive weeks (10 working days).FindingsThe results revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on emotional exhaustion and work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized.Originality/valueJob routinization is a type of job resources that attenuates the negative influence of customer mistreatment. Proactive personality strengthens job routinization’s function, when proactive personality and job routinization are both high, the ill effect of customer mistreatment will be minimized.
Journal
Journal of Managerial Psychology – Emerald Publishing
Published: Oct 23, 2019
Keywords: Personality; Stress; Conflict management; Multilevel analysis; Emotional labour