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Stress and Well-Being at the Consumer–Employee Interface

Examining the Role of Well-being in the Marketing Discipline

ISBN: 978-1-78973-946-6, eISBN: 978-1-78973-945-9

ISSN: 1479-3555

Publication date: 9 September 2019


Although stress has become a prominent research theme in consumer behavior and occupational health, to the authors knowledge there is only one review on the relationship between consumer behavior and stress (i.e., when internal and external factors exceed an individual’s resources and endangering the individual’s well-being) and this was published 10 years ago. Further, research on occupational stress has yet to be fully integrated into the consumer stress literature. In this chapter, the authors attempt to advance research on consumer stress by a drawing on a satisfaction mirror framework which outlines that consumers and employees influence each other through a “mirror” where they positively and cyclically influence each other in a service environment. The authors argue that consumers and employees may likewise mirror each other in a negative cycle of stress and well-being depletion. First, the authors describe how stress is viewed in consumer behavior and marketing. Second, the authors review evidence that consumption serves as a form of coping with stress. Third, the authors discuss the role of consumption as a stressor that may drive consumer stress. Finally, the authors introduce the satisfaction mirror model and outline the bi-directional influence on increased stress and well-being depletion at the consumer–employee interface in service encounters. The model introduced in this chapter serves as a framework for organizing findings related to stress and well-being in the fields of consumer behavior and occupational health. In addition, the model serves as a springboard for developing propositions for future research. Ultimately, the authors hope this chapter both updates and builds upon previous findings on stress and consumer behavior, as well as grounds future research on stress and well-being at the intersection of consumers and employees.



Simpson, B., Stackhouse, M. and White, K. (2019), "Stress and Well-Being at the Consumer–Employee Interface", Perrewé, P.L. and Harms, P.D. (Ed.) Examining the Role of Well-being in the Marketing Discipline (Research in Occupational Stress and Well Being, Vol. 17), Emerald Publishing Limited, Bingley, pp. 27-49.



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