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1. The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion

Author

Karatepe, Osman M., Haktanir, Mine, and Yorganci, Ilkay

Subjects
Self-evaluation -- Social aspects, Depression, Mental -- Market research, Banking industry -- Customer relations, Job stress -- Influence, Bank employees -- Behavior, Bank employees -- Psychological aspects, Bank employees -- Customer relations, Business -- Models, Business -- Research, Banking industry, Marketing research, Business, Business, international
Abstract

A model to reveal the effects of core self-evaluations on customer-related social stressors and emotional exhaustions among frontline bank employee in Northern Cyprus is presented. The model also tested the stressors' impact on emotional exhaustion. Employees with positive self-evaluations felt low levels of customer verbal aggression, uneven and vague customer expectations.

Published
2010

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