Title: Customer related social stressors a challenge to employee satisfaction: evidences from luxury bus service providers in Pakistan

Authors: Asif Nawaz; Kamran Yousef Sandhu; Nafeesa Mughal

Addresses: National College of Business Administration and Economics, Lahore Pakistan ' National College of Business Administration and Economics, Lahore Pakistan ' National College of Business Administration and Economics, Lahore Pakistan

Abstract: Customers may also become a source of stress for service employees and affect their well-being. The same is determined in this study to find the impact of customer social stressors on bus hostesses' emotional exhaustion and as a result on their job satisfaction and life satisfaction. Data were collected from 150 bus hostesses in Lahore City. The analysis is done with smart PLS 3.0. by applying multiple tests, both for outer and inner model evaluation. Customer verbal aggression and disliked customer, both proved to be escalating exhaustion that in turn affects job satisfaction as well as life satisfaction of the serving females.

Keywords: customer social stressors; CSS; emotional exhaustion; job satisfaction; life satisfaction; SEM; Pakistan.

DOI: 10.1504/IJBEX.2018.095638

International Journal of Business Excellence, 2018 Vol.16 No.3, pp.257 - 268

Received: 30 Jan 2017
Accepted: 26 Aug 2017
Published online: 16 Oct 2018 *

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