期刊
JOURNAL OF OCCUPATIONAL HEALTH PSYCHOLOGY
卷 14, 期 1, 页码 46-57出版社
AMER PSYCHOLOGICAL ASSOC
DOI: 10.1037/a0012684
关键词
incivility; customer service; racial identity; emotional exhaustion; job strain
Experiencing frequent incivility front customers is a noted social stressor linked with job burnout. Race (as a surface-level characteristic and its it deep-level identity) is proposed to explain emotional exhaustion, the primary burnout dimension. for service employees. The authors did not find that microaggressions were more likely toward racial minorities. nor any difference in job-related exhaustion between racial minority (primarily African American) and nonminority (White) retail employees. However, the centrality of minority employees' racial identify strengthened the association of customer incivility with emotional exhaustion because of increased stress appraisals, consistent with the Group Identity Lens Model. Proposals for future research on workforce racial diversity are made.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据