The demands-control model in fast-food restaurants: Effects of emotional labor, customer treatment, demands, control, and support

Abstract

In this cross-sectional field study of a fast-food organization, self-report data provided by workers and interview data from managers were used to assess the effects of the work environment on fast-food worker attitudes and behavior. Job demands, worker control and management support (Karasek & Theorell, 1990) were the predictor variables in this research. Additional job demands of emotional labor and customer behavior were measured and tested. Results indicated that control, emotional labor and management support were negatively associated with reported stress and positively associated with reported satisfaction and commitment. Additionally, customer behavior and demands were positively associated with reported stress and customer behavior was negatively associated with reported satisfaction and commitment.