“I became interested in call center workers as their interaction with customers occur over the phone and they often report experiencing customer mistreatment. Accordingly, I wanted to test how often those call center workers receive customer mistreatment on a daily basis, how it would affect their nightly sleep quality for recovery from job stress, and what factors help cope with the stress-related customers.”
“On days when workers experienced more customer mistreatment, they were much less likely to gain good night sleep and recovery from stress because of their negative affect at the end of their workday. This is paradoxical in that workers need to ensure good night sleep for their stress recovery, but when they need it the most, they are least likely to have it,” Park told PsyPost.
Feeling in control of one’s work, however, appeared to protect against the negative impact of customer 7.
“This paradox, however, did not occur universally to all workers in my study — those who enjoyed greater job control or autonomy or who were more confident in getting recovery experiences off-work were less affected by the daily stress involving customer mistreatment,” Park said.