Trudny klient jako źródło stresu w pracy usługowej. Skala Stresujących Zachowań Klienta

Dorota Szczygieł , Róża Bazińska

Abstract

DIFFICULT CUSTOMER AS A SOURCE OF STRESS IN SERVICE WORKTHE STRESS-INDUCING CUSTOMER BEHAVIOR SCALEMuch of the literature on occupational stress emphasizes the impact of extra-organizational social stressors onemployees stress. This article describes the development and validation of a new self-reported scale measuringcustomer-related social stressors. The Stress-Inducing Customer Behavior Scale (SCBS) consists of 12 itemsdistributed across the 2 factors: Hostile Customer Behaviors (i.e., negative attitudes and negative emotions revealedby customers in their dealings with employees) and Disproportionate Customer Expectations (i.e., expectationsthat are diffi cult to meet, unclear or too high, beyond the standard service). The results of both explanatory (N=318)and confi rmatory factor analysis (N=716) confi rmed two-factors structure of the SCBS. The results of the additionalstudy (N=121) confi rmed the convergent and divergent validity of the SCBS. It was revealed that the perceivedstressfulness of customers behavior correlates positively with emotional exhaustion and depersonalization ofemployees. On the other hand, results showed a negative relationship between SCBS scores and both job satisfactionand personal accomplishment. The questionnaire can be applied in research on occupational stress and well-beingamong employees in service sector occupations.Key words: work-related stress, social stressors, customers behaviors, service work
Author Dorota Szczygieł (Wydział Zamiejscowy w Sopocie)
Dorota Szczygieł,,
- Wydział Zamiejscowy w Sopocie
, Róża Bazińska (Wydział Zamiejscowy w Sopocie)
Róża Bazińska,,
- Wydział Zamiejscowy w Sopocie
Journal seriesCzasopismo Psychologiczne -Pychological Journal, ISSN 1425-6460, (B 11 pkt)
Issue year2013
Vol19
No2
Pages227-237
Publication size in sheets0.5
Languagepl polski
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Szczygie-i-Bazinska-2013-SSZK-CzP.pdf of 14-09-2015
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2013-Skala-Stresujacych-Zachowan-Klienta-CzP-2013-str-227-237.pdf of 14-09-2015
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Score (nominal)11
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Dorobek Naukowy - Preview URLhttp://dn.swps.edu.pl/Podglad.aspx?WpisID=14428
Dorobek Naukowy - Approve URLhttp://dn.swps.edu.pl/Biuro/ZatwierdzanieWpisu.aspx?WpisID=14428
Dorobek Naukowy - Preview URLhttp://dn.swps.edu.pl/Podglad.aspx?WpisID=14989
Dorobek Naukowy - Approve URLhttp://dn.swps.edu.pl/Biuro/ZatwierdzanieWpisu.aspx?WpisID=14989
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* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.
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