Stressors and resources in customer service roles

Purpose The purpose of this study is to explore the role of core self‐evaluations (CSE) as a coping resource in customer service roles. Design/methodology/approach Questionnaires were administered to 265 service providers, measuring CSE, burnout, social stressors involved in interaction with customers (perceived customer negative behaviors and emotional regulation performed by service providers) and coping resources (service orientation and...