Investigating the immediate and long-term effects of job stressors on frontline service employees

Two studies investigate the immediate and long-term effects of job stressors on frontline service employees (FSEs). Using cognitive appraisal theory, we develop and test a conceptual model of two job stressors (crowding and emotional labor) that affect coping strategies and job outcomes. Study 1, which is a field experiment, investigates the immediate effects of crowding in a single firm. Study 2 extends the findings of Study 1 and investigates the long-term effects of emotional labor and crowding on FSEs across multiple firms. The results show that crowding has a negative impact on coping strategies and job-related outcomes. In addition, emotional labor can lead to long-term negative outcomes, such as emotional exhaustion and decreased job retention, for some FSEs. Consequently, service organizations should consider strategies or tactics that prevent high levels of customer crowding and help FSEs deal with emotional labor.

► Two studies investigate how crowding and emotional labor affect FSE performance.
► Crowding stresses FSEs. This decreases problem-focused coping but increases emotion-focused coping.
► Problem-focused coping improves FSE performance but emotion-focused coping harms performance.
► Emotional labor rules increase both deep and surface acting by FSEs.
► Surface acting increases FSE emotional exhaustion; exhaustion reduces FSE retention.