Work stress and customer service delivery

Abstract

A study was conducted examining the relationship between perceived work stressors and job performance in a customer contact position. Workers served as technical liaison between clients and company engineers and were evaluated in terms of how efficiently communication networks were installed and maintained at the customer’s site. As predicted, a significantly greater proportion of individuals in the high performance group reported low levels of job stressors, suggesting that perceptions of job stress can relate to quality service. Implications of these findings for managing service positions are discussed.

Citation

Varca, P.E. (1999), "Work stress and customer service delivery", Journal of Services Marketing, Vol. 13 No. 3, pp. 229-241. https://doi.org/10.1108/08876049910273853