RESUMEN
Sickness presence can have important individual and organizational consequences, such as health deterioration or productivity loss. Additional risks, such as negative customer reactions, may be particularly relevant in the service sector. Based on affective events theory and appraisal theories, we hypothesize that employee sickness presence negatively impacts customer repurchase and recommendation intentions. Furthermore, we explore potential affective mechanisms of these effects, including disease avoidance, personal anger, moral outrage, post-consumption guilt, and customer compassion for the employee. We conducted four studies, including three experimental vignette methodology studies (Ns = 227, 72, and 763) and a qualitative study (N = 54). In Study 1, employee sickness presence had negative effects on repurchase and recommendation intentions. Results of Study 2 show that customers experienced disgust, fear, anger, guilt, compassion, and indifference in response to sickness presence. In Study 3, anger explained the negative effects of employee sickness presence on repurchase and recommendation intentions, while appraisals of moral fairness were negatively related to both customer intentions. Finally, in Study 4, disgust and anger explained negative effects, while fear, guilt, and compassion explained positive effects of employee sickness presence on customer intentions. Appraisals of goal incongruence, reduced agency of the customer, and uncertainty were negatively related to customer intentions. The physical absence of the customer in the service encounter (phone call) mitigated the experience of disgust, fear, and anger, whereas it exacerbated feelings of compassion for the ill employee. Supplementary Information: The online version contains supplementary material available at 10.1007/s10869-021-09764-1.
RESUMEN
The present study examines the joint roles of leadership and stressors for presenteeism of scientific staff. Leaders may have an impact on employees' health, both directly through interpersonal interactions and by shaping their working conditions. In the field of science, this impact could be special because of the mentoring relationships between the employees (e.g., PhD students) and their supervisors (e.g., professors). Based on the job demands-resources framework (JD-R), we hypothesized that the pressure to be present at the workplace induced by supervisors (supervisorial pressure) is directly related to employees' presenteeism as well as indirectly via perceptions of time pressure. The conservation of resources theory (COR) states that resource loss resulting from having to deal with job demands weakens the resource pool and therefore the capacity to deal with other job demands. Thus, we hypothesized that accumulation of work moderates the relationship between supervisorial pressure and time pressure, such that the relationship is stronger when accumulation of work is high compared to if accumulation of work is low. Cross-sectional data were obtained from 212 PhD students and postdocs of 30 scientific institutions in Germany. Analysis was performed using the SPSS macro PROCESS (Hayes, 2013). Supervisorial pressure was directly associated with higher presenteeism of employees and indirectly through increased time pressure. Moreover, supervisorial pressure and accumulation of work interacted to predict time pressure, but in an unexpected way. The positive relationship between supervisorial pressure and time pressure is stronger when accumulation is low compared to if accumulation of work is high. It seems possible that job stressors do not accumulate but substitute each other. Threshold models might explain the findings. Moreover, specific patterns of interacting job demands for scientific staff should be considered in absence management.