Abstract
Data obtained from frontline employees and their supervisors in China were used to test a Job Demands Resources (JD-R)-based model of customer service performance. Multilevel Structural Equation Modelling (MSEM) results revealed three key findings. First, as predicted, servicing empowerment negatively related to emotional exhaustion but contrary to our prediction, customer demandingness also negatively related to emotional exhaustion. Second, consistent with our predictions, both customer demandingness and servicing empowerment positively related to thriving at work, and indirectly related to customer-oriented behaviour (COB) and customer-focused voice (CFV) through the dual-pathway of thriving at work and emotional exhaustion. Lastly, contrary to our prediction, the interaction effect of customer demandingness and servicing empowerment neither evidence a buffering effect on emotional exhaustion nor an activation effect on thriving at work.
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