The effects of employee burnout on customers: An experimental approach

This study investigated the different effects of employee burnout dimensions (depersonalisation and emotional exhaustion) on customer service perceptions. We hypothesised that customers who interact with depersonalising employees will feel angry and hostile, which, in turn, should be related to low...

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Bibliographic Details
Published in:Work and stress 2020-04, Vol.34 (2), p.127-147
Main Authors: Nesher Shoshan, Hadar, Sonnentag, Sabine
Format: Article
Language:English
Subjects:
Anger
Burnout
customer emotions
customer service
Customer services
Customers
depersonalisation
Depersonalization
emotional exhaustion
Emotions
Employees
Exhaustion
Fatigue
Hostility
Multilevel analysis
Occupational health
Perceptions
policy capturing
Quality of service
Vignettes
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Summary:This study investigated the different effects of employee burnout dimensions (depersonalisation and emotional exhaustion) on customer service perceptions. We hypothesised that customers who interact with depersonalising employees will feel angry and hostile, which, in turn, should be related to low service perceptions. Emotional exhaustion was hypothesised to attenuate this effect because customers might perceive exhaustion as a reason for the depersonalising behaviour and may be affected less negatively. Each of the 156 study participants read 12 vignettes in which university employees displayed depersonalisation and emotional exhaustion symptoms. Multilevel analysis showed that employee depersonalisation negatively affected customer perceptions towards employee service and organisation service. Customer anger and hostility mediated this effect. Employee emotional exhaustion moderated the indirect effect such that depersonalisation had the strongest effect on customer service perceptions via anger and hostility when the employee did not display emotional exhaustion. Findings highlight the importance of studying the effects of depersonalisation and emotional exhaustion separately, and taking into account customer affective processes.
ISSN:0267-8373
1464-5335
DOI:10.1080/02678373.2019.1577312