I don't want to be a rule enforcer during the COVID-19 pandemic: Frontline employees' plight

被引：29

作者：

Northington, William Magnus ^{[1
]}

Gillison, Stephanie T. ^{[2
]}

Beatty, Sharon E. ^{[3
]}

Vivek, Shiri ^{[4
]}

机构：

[1] Appalachian State Univ, Walker Coll Business, ASU Box 32090, Boone, NC 28608 USA

[2] Univ Tennessee, Rollins Coll Business, 615 McCallie Ave, Chattanooga, TN 37403 USA

[3] Univ Alabama, Culverhouse Coll Commerce, Box 870225, Tuscaloosa, AL 35487 USA

[4] Eastern Michigan Univ, Coll Business, 222 Hill Hall, Ypsilanti, MI 48197 USA

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2021年 / 63卷

关键词：

Occupational stressors; Emotional contagion; Customer rule enforcement; EMOTIONAL CONTAGION; SERVICE; CUSTOMERS; ENCOUNTER; IMPACT; SMILE;

D O I：

10.1016/j.jretconser.2021.102723

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This research explores the pandemic-related experiences of frontline employees (FLEs) relative to customer ruleenforcement interactions within retail and service industries. Using a survey, incorporating closed-ended and CIT questions, we investigated, from the FLEs' perspectives, the occupational stress of rule-enforcement, company expectations of FLEs regarding rule enforcement, and the emotional impact of customer interactions on FLEs. Results indicate that several customer misbehaviors, such as not following rules and being rude, produce significant occupational stress. Further, based on our CIT assessments, many of the FLEs' recounted ruleenforcement incidents involved negative customer reactions, translating to heightened negativity for FLEs due to emotional contagion.

引用

页数：7

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