The Effects of Jay-Customer Behaviours on Job Stress Among Customer Service Employees in Hospitality Industry

Abstract

The hospitality industry is growing rapidly as a result of high demands and needs of services among customers. However, dysfunctional customer is a phenomenon that occurs often in the food services sector where the industry puts considerable effort to control, manage, and prescribe this phenomenon. Jay-customer behaviours are the main concern as one of the effects on job stress among employees. Therefore, this study aims to identify the effects of jay customer behaviour on job stress among customer service employees. A quantitative approach has been applied in this study by distributing questionnaires through an online platform. This study targets customer service employees who are facing jay-customer behaviours in the workplace. The results showed significant relationships between customer incivility, customer aggression, and customer belligerence with job stress among customer services employees.