Encountering Jaycustomer at Hospitality Business: The Roles of Staffs’ Experience and Age in Determining Workplace Stress

Abstract

Jaycustomer is not uncommon in the hospitality business. Service employees are experiencing mistreatment behaviour caused by them almost daily during the service delivery. This type of customer behaviour, therefore, with considerable accumulating amount of maltreatment would reflect the employees’ work performance or withdrawal from work due to distress. However, the impact of the jaycustomer behaviour on employees is much depending on their socio-demographic. The purpose of this study is to assess the impact of age and experience at work on employees’ stress level when encountering the jaycustomer behaviour. A total of 322 employees of hospitality business participated in the online survey of this study. Three linear model were assessed in this study where the OLS regression result showed that the addition of age and experience in Model 2 and Model 3 significantly decrease the level of stress among employees. The result of further investigation has proved that young employees are less stress compared to senior employees in terms of age and experience. It is recommended that providing training according to level of experience and age on controlling and handling the customer would help employee to handle the stress and able to take action before it accumulated.