How Customer Requests Influence Frontline Employee Job Outcomes: The Role of Personal Appraisal Tendencies and Situational Customer Demandingness

This study investigates how customer requests, a common phenomenon, influence frontline employee (FLE) job outcomes. We propose and demonstrate that (1) FLEs possess tendencies to appraise customer requests in both positive (i.e., challenge appraisal tendency) and negative (i.e., hindrance appraisal tendency) ways, (2) higher levels of challenge appraisal tendency result in higher levels of FLE performance and lower levels of turnover (mediated...