How CSR impact meaning of work and dysfunctional customer behavior

Abstract

Purpose

The purpose of this paper is to investigate how frontline service employees’ (FSEs) perceptions of corporate social responsibility (CSR) can enhance meaningful work perceptions as well as help alleviate FSEs’ perceptions of verbal dysfunctional customer behavior.

Design/methodology/approach

The conceptual model is empirically examined through a survey of 306 FSEs of a large insurance company in South Korea and tested via structural equation modeling.

Findings

The results indicate that FSEs’ perceptions of CSR are negatively related to their perceptions of verbal dysfunctional customer conduct, which in turn is shown to be directly linked to emotional exhaustion. FSEs’ CSR perceptions strengthen their view that they are performing meaningful work (i.e. perceived task significance), which in turn strengthens their job satisfaction.

Practical implications

CSR has a preventive effect on workplace stress reduction, as FSE perceptions of CSR may help them cope with the emotional fatigue of dealing with dysfunctional customer behavior. CSR also provides a needs fulfillment effect, as FSEs’ perceptions of CSR foster perceived task significance and helps reduce their emotional exhaustion from work.

Originality/value

This is the first study to examine the potential impact of CSR within the context of FSEs’ boundary spanning emotional labor.

Citation

Kim, J., Kim, H.-R., Lacey, R. and Suh, J. (2018), "How CSR impact meaning of work and dysfunctional customer behavior", Journal of Service Theory and Practice, Vol. 28 No. 4, pp. 507-523. https://doi.org/10.1108/JSTP-01-2018-0018