Overview
Topic status: We're looking for students to study this topic.
Service employees are required to display appropriate behaviours toward customers, often requiring them to suppress genuine emotions and/or express other emotions, genuine or contrived. Managing one’s emotions in this way gives rise to burnout, which has negative consequences for overall psychological well-being. Similarly, poorly defined and operationalised task roles can engender stress, which can also lead to burnout. The impact of socio-emotional and task related demands is mitigated somewhat by social and task related support from co-workers.
This project will conceptually and empirically explore the impact of socio-emotional and task related demands on employee burnout and the consequences of burnout on social and task related support offered to co-workers and service delivered to customers. Following this, agent based modelling will be used to develop a dynamic model describing the workforce under different levels of task related and socio-emotional demands and the consequences for customers and co-workers.
This project is ideal for a candidate with a keen interest in mathematics and agent based modelling, wishing to develop models that can be applied in the context of services marketing and management. The candidate should have a strong background in mathematics, data processing and statistical analysis, good communication and collaborative skills.
- Study level
- PhD, Masters
- Supervisors
- QUT
- Organisational unit
Science and Engineering Faculty
- Research area
- Keywords
- agent based model, mathematical model, marketing, management
- Contact
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For more information, contact Associate Professor Dann Mallet.
Associate Professor Dann Mallet
Professor Ian Lings
