In order to build up long-lasting and stable-running business, as well as uplift marketing competitive advantages in the rapid change’s environment, enterprises are specially to take account of the relationship with customers, focus on the improvements of service level and quality among its first-line service staff. Moreover, most of docu-ments and researches are also discuss the importance and value of understanding cus-tomers.
However, service is mainly delivered by people, when the first-line service staff deal with different customers, they will encounter various scenarios, using unlike social skills or scripts accordingly. And, since customers’ satisfaction and judgments among enterprises usually come from the service, resulting certain unavoidable job stress for the first-line service staff. Therefore, the study is to discuss the negative influences as the people serving, expecting enterprises can also face the situation and give extra con-siderations to these employees.
The purpose of the thesis is to investigate the relationship of service encounter with customer and employee job stress. Using convenience sampling method and structured questionnaires, a total of 280 questionnaires were distributed and 242 valid ones were returned. The research results show that the relationship of service encounter with cus-tomer is positively related to employee job stress, which supports our hypothesis. Theo-retical and practical implications are also discussed.
