Customer-related social stressors and burnout.

@article{Dormann2004CustomerrelatedSS,
  title={Customer-related social stressors and burnout.},
  author={Christian Dormann and Dieter Zapf},
  journal={Journal of occupational health psychology},
  year={2004},
  volume={9 1},
  pages={61-82}
}
Although almost all literature on burnout implicitly assumes that burnout is primarily caused by stressful employee-customer interactions, only a few studies have addressed this empirically. A principal-components analysis of a newly developed instrument assessing various forms of customer-related social stressors (CSS) in 3 different service jobs (N = 591) revealed 4 themes of CSS: disproportionate customer expectations, customer verbal aggression, disliked customers, and ambiguous customer… CONTINUE READING

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