This research explores the pandemic-related experiences of frontline employees (FLEs) relative to customer rule-enforcement interactions within retail and service industries. Using a survey, incorporating closed-ended and CIT questions, we investigated, from the FLEs' perspectives, the occupational stress of rule-enforcement, company expectations of FLEs regarding rule enforcement, and the emotional impact of customer interactions on FLEs. Results indicate that several customer misbehaviors, such as not following rules and being rude, produce significant occupational stress. Further, based on our CIT assessments, many of the FLEs’ recounted rule-enforcement incidents involved negative customer reactions, translating to heightened negativity for FLEs due to emotional contagion.

这项研究探讨了前线员工 (FLE) 与零售和服务行业内的客户规则执行互动相关的大流行相关经历。通过一项结合封闭式和 CIT 问题的调查，我们从 FLE 的角度调查了规则执行的职业压力、公司对 FLE 对规则执行的期望以及客户互动对 FLE 的情感影响。结果表明，一些客户的不当行为，例如不遵守规则和粗鲁，会产生显着的职业压力。此外，根据我们的 CIT 评估，许多 FLE 叙述的规则执行事件涉及客户的负面反应，转化为由于情绪传染而对 FLE 更加消极的情绪。