S-Space College of Business Administration/Business School (경영대학/대학원) Dept. of Business Administration (경영학과) Theses (Master's Degree_경영학과)
Shameful? Grateful? : Emotional Response to Customer Helping and Its Impact on Job Stress and Job Performance
- 경영대학 경영학과
- Issue Date
- 서울대학교 대학원
- Customer Helping ; Customer Participation ; Shame ; Gratitude ; Job Stress ; Job Performance ; Outcome/Process Orientation
- 학위논문 (석사)-- 서울대학교 대학원 : 경영대학 경영학과, 2018. 2. 김재일.
- The impact of customer helping on service providers is a controversial issue. Experimental evidence examines that customer helping enhances employees job performance
however, there is also empirical evidence that customer
helping 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). The
results 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.