The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan

The study investigated stress on food delivery riders from jay-customer behaviors in food delivery services. Additionally, this study had examined the effect of jaycustomer behaviors on employees’ job stress. Furthermore, moderating effects of social support were tested to see whether they decrease...

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Main Author:	Redzuan, Nursyuhada Munirah
Format:	Thesis
Language:	English
Published:	2023
Subjects:	Affection Feeling Emotion Food service
Online Access:	https://ir.uitm.edu.my/id/eprint/98795/1/98795.pdf
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id	my-uitm-ir.98795
record_format	uketd_dc
spelling	my-uitm-ir.987952024-07-22T23:04:20Z The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan 2023 Redzuan, Nursyuhada Munirah Affection. Feeling. Emotion Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Job stress. Stress management Food service The study investigated stress on food delivery riders from jay-customer behaviors in food delivery services. Additionally, this study had examined the effect of jaycustomer behaviors on employees’ job stress. Furthermore, moderating effects of social support were tested to see whether they decrease the stress caused by jaycustomer behaviors. This study also investigated whether real-time feedback can reduce employee job stress caused by jay-customer behaviors. Furthermore, this study evaluated whether real-time feedback influences employee engagement. A surveyquestionnaire approach collected points of view from 263 food delivery riders who work in Klang Valley. Data collected was analysed using exploratory factor analysis and structural equation modelling. The findings indicated that jay-customer behaviors (verbal abuse, physical abuse, and sexual predators) are negatively related to employees’ job stress, except vindictive customers are positively related. A moderating effect of social support on the relationship between physical abuse, sexual predators, vindictive customer, and job stress were found. The study succeeded in supporting the relationship between employee job stress and real-time employee feedback. Also, the results revealed positive support for the relationship between realtime feedback and employee engagement. This research contributed to the Conservation of Resources theory on how social support can reduce employee job stress. Our results also had been assisted food delivery companies in better understanding how to deal with jay-customer behaviors and employee job stress. 2023 Thesis https://ir.uitm.edu.my/id/eprint/98795/ https://ir.uitm.edu.my/id/eprint/98795/1/98795.pdf text en public masters Universiti Teknologi MARA (Kampus Puncak Alam) Faculty of Hotel and Tourism Management Mohd Shahril, Aslinda
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mohd Shahril, Aslinda
topic	Affection Feeling Emotion Affection Feeling Emotion Affection Feeling Emotion Food service
spellingShingle	Affection Feeling Emotion Affection Feeling Emotion Affection Feeling Emotion Food service Redzuan, Nursyuhada Munirah The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan
description	The study investigated stress on food delivery riders from jay-customer behaviors in food delivery services. Additionally, this study had examined the effect of jaycustomer behaviors on employees’ job stress. Furthermore, moderating effects of social support were tested to see whether they decrease the stress caused by jaycustomer behaviors. This study also investigated whether real-time feedback can reduce employee job stress caused by jay-customer behaviors. Furthermore, this study evaluated whether real-time feedback influences employee engagement. A surveyquestionnaire approach collected points of view from 263 food delivery riders who work in Klang Valley. Data collected was analysed using exploratory factor analysis and structural equation modelling. The findings indicated that jay-customer behaviors (verbal abuse, physical abuse, and sexual predators) are negatively related to employees’ job stress, except vindictive customers are positively related. A moderating effect of social support on the relationship between physical abuse, sexual predators, vindictive customer, and job stress were found. The study succeeded in supporting the relationship between employee job stress and real-time employee feedback. Also, the results revealed positive support for the relationship between realtime feedback and employee engagement. This research contributed to the Conservation of Resources theory on how social support can reduce employee job stress. Our results also had been assisted food delivery companies in better understanding how to deal with jay-customer behaviors and employee job stress.
format	Thesis
qualification_level	Master's degree
author	Redzuan, Nursyuhada Munirah
author_facet	Redzuan, Nursyuhada Munirah
author_sort	Redzuan, Nursyuhada Munirah
title	The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan
title_short	The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan
title_full	The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan
title_fullStr	The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan
title_full_unstemmed	The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan
title_sort	impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / nursyuhada munirah redzuan
granting_institution	Universiti Teknologi MARA (Kampus Puncak Alam)
granting_department	Faculty of Hotel and Tourism Management
publishDate	2023
url	https://ir.uitm.edu.my/id/eprint/98795/1/98795.pdf
_version_	1811768961257177088

The impact of jay-customer behaviors on food rider job stress: the moderating of social support, real-time employee feedback usage, and employee engagement / Nursyuhada Munirah Redzuan

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