Customer Stressors in Service Organisations: The Impact of Age on Stress Management and Burnout

@inproceedings{Johnson2013CustomerSI,
  title={Customer Stressors in Service Organisations: The Impact of Age on Stress Management and Burnout},
  author={Holdsworth Hoel and Zapf Johnson},
  year={2013}
}
This study examined the impact of age on stress management strategies and burnout as a response to customer stressors. Questionnaire data from 273 retail sector employees revealed that age is negatively related to customer stressors but no direct relationships were found with stress management strategies. Moderation analysis revealed no pattern of interaction between customer stressors and age on burnout, although the older retail employees were less likely to experience cynicism when exposed… CONTINUE READING

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