Title: When the Service Encounter Becomes a Source of Boredom: A Customer Demands-Resources Model of Service Employees’ Boreout
Abstract: Service employees must meet customer requirements, so a typical characteristic of their work is variance in customer-related demands, depending of the time, the service, or the characteristics of customers. Certain customer contact situations are intense and challenging; others are characterized by low challenges or even boredom, especially if they do not require service employees to use their abilities or experiences to deliver the service. These latter situations can foster a largely neglected type of psychological strain for service employees, boreout. Boreout is defined as psychological strain that results from a cognitive comparison process in which expected demands exceed perceived demands. Borerout has hardly been studied. In particular, the emergence and antecedents of service employees’ boreout are poorly understood. This study represents a first step toward gaining deeper knowledge about a new phenomenon that is highly relevant for marketing research.
Publication Year: 2014
Publication Date: 2014-10-08
Language: en
Type: book-chapter
Indexed In: ['crossref']
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