Towards a new age of management in retail – Customer deviance, interpersonal emotion management and frontline employees’ wellbeing.

Kathrin Mayr; Christoph Teller

Towards a new age of management in retail – Customer deviance, interpersonal emotion management and frontline employees’ wellbeing.

Institute of Retailing, Sales and Marketing

Research output: Chapter in Book/Report/Conference proceeding › Conference proceedings › peer-review

Abstract

Employees in the retail industry are increasingly challenged by badly behaving customers. As a consequence, retailers face difficulties to retain employees. Academic research displays limited insights on the impact of negative customer deviance (NCD) in retail and leaves its impact on employees' intention to remain in the job including the moderating role of support structures unexplored. Using the job demands resources model, this paper investigates NCD in retail stores, identifies employees' reactions to such behaviours and reveals different support factors to moderate NCD's impacts on employees. Structural equation modelling of data from surveying 108 frontline employees in retail stores confirms the mediating roles of emotional exhaustion, the affective ill-being and job satisfaction concerning employees facing NCD and their intention to remain in the job. The research draws attention to emotional care in form of interpersonal emotion management strategies, supervisor along with trust enhancing mechanisms in retail management in order to mitigate NCD's negative effects on retail workers. Keywords: Retail employee job demands, Customer deviance, Interpersonal Emotion, Management, Employee Wellbeing

Original language	English
Title of host publication	The New Age Of Retailing: Rethink, Reconnect, Revive.
Editors	Proceedings of the Colloquium on European Research in Retailing (CERR) 2022.
Place of Publication	University of Zagreb: Zagreb
Publisher	Eds.: Petljak, Kristina, Brusset, Xavier, Teller, Christoph
Pages	40 - 46
Number of pages	6
ISBN (Print)	978-953-346-184-7
Publication status	Published - Sept 2022

Fields of science

502 Economics
502007 E-commerce
502014 Innovation research
502016 SME-research
502019 Marketing
502030 Project management
502045 Behavioural economics
502052 Business administration
508004 Intercultural communication
509017 Social studies of science
502003 Foreign trade
502015 Innovation management
502020 Market research
502025 Econometrics
502029 Product management
502051 Economic statistics
508013 Public relations
508015 Business communication

JKU Focus areas

Digital Transformation
Sustainable Development: Responsible Technologies and Management

Cite this

Mayr, K., & Teller, C. (2022). Towards a new age of management in retail – Customer deviance, interpersonal emotion management and frontline employees’ wellbeing. In Proceedings of the Colloquium on European Research in Retailing (CERR) 2022. (Ed.), The New Age Of Retailing: Rethink, Reconnect, Revive. (pp. 40 - 46). Eds.: Petljak, Kristina, Brusset, Xavier, Teller, Christoph.

Mayr, Kathrin ; Teller, Christoph. / Towards a new age of management in retail – Customer deviance, interpersonal emotion management and frontline employees’ wellbeing. The New Age Of Retailing: Rethink, Reconnect, Revive.. editor / Proceedings of the Colloquium on European Research in Retailing (CERR) 2022. University of Zagreb: Zagreb : Eds.: Petljak, Kristina, Brusset, Xavier, Teller, Christoph, 2022. pp. 40 - 46

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title = "Towards a new age of management in retail – Customer deviance, interpersonal emotion management and frontline employees{\textquoteright} wellbeing.",

abstract = "Employees in the retail industry are increasingly challenged by badly behaving customers. As a consequence, retailers face difficulties to retain employees. Academic research displays limited insights on the impact of negative customer deviance (NCD) in retail and leaves its impact on employees' intention to remain in the job including the moderating role of support structures unexplored. Using the job demands resources model, this paper investigates NCD in retail stores, identifies employees' reactions to such behaviours and reveals different support factors to moderate NCD's impacts on employees. Structural equation modelling of data from surveying 108 frontline employees in retail stores confirms the mediating roles of emotional exhaustion, the affective ill-being and job satisfaction concerning employees facing NCD and their intention to remain in the job. The research draws attention to emotional care in form of interpersonal emotion management strategies, supervisor along with trust enhancing mechanisms in retail management in order to mitigate NCD's negative effects on retail workers. Keywords: Retail employee job demands, Customer deviance, Interpersonal Emotion, Management, Employee Wellbeing",

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Mayr, K & Teller, C 2022, Towards a new age of management in retail – Customer deviance, interpersonal emotion management and frontline employees’ wellbeing. in Proceedings of the Colloquium on European Research in Retailing (CERR) 2022. (ed.), The New Age Of Retailing: Rethink, Reconnect, Revive.. Eds.: Petljak, Kristina, Brusset, Xavier, Teller, Christoph, University of Zagreb: Zagreb, pp. 40 - 46.

Towards a new age of management in retail – Customer deviance, interpersonal emotion management and frontline employees’ wellbeing. / Mayr, Kathrin ; Teller, Christoph.
The New Age Of Retailing: Rethink, Reconnect, Revive.. ed. / Proceedings of the Colloquium on European Research in Retailing (CERR) 2022. University of Zagreb: Zagreb: Eds.: Petljak, Kristina, Brusset, Xavier, Teller, Christoph, 2022. p. 40 - 46.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceedings › peer-review

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N2 - Employees in the retail industry are increasingly challenged by badly behaving customers. As a consequence, retailers face difficulties to retain employees. Academic research displays limited insights on the impact of negative customer deviance (NCD) in retail and leaves its impact on employees' intention to remain in the job including the moderating role of support structures unexplored. Using the job demands resources model, this paper investigates NCD in retail stores, identifies employees' reactions to such behaviours and reveals different support factors to moderate NCD's impacts on employees. Structural equation modelling of data from surveying 108 frontline employees in retail stores confirms the mediating roles of emotional exhaustion, the affective ill-being and job satisfaction concerning employees facing NCD and their intention to remain in the job. The research draws attention to emotional care in form of interpersonal emotion management strategies, supervisor along with trust enhancing mechanisms in retail management in order to mitigate NCD's negative effects on retail workers. Keywords: Retail employee job demands, Customer deviance, Interpersonal Emotion, Management, Employee Wellbeing

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Mayr K , Teller C. Towards a new age of management in retail – Customer deviance, interpersonal emotion management and frontline employees’ wellbeing. In Proceedings of the Colloquium on European Research in Retailing (CERR) 2022., editor, The New Age Of Retailing: Rethink, Reconnect, Revive.. University of Zagreb: Zagreb: Eds.: Petljak, Kristina, Brusset, Xavier, Teller, Christoph. 2022. p. 40 - 46