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 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.