Job Insecurity and Service Encounter Quality: An Empirical Study of Employee–Customer Interactions in the Service Sector

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Published: Dec 30, 2025

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Hafiz Muhammad Khizar Naseem
Department of Management Sciences, Foundation University Islamabad, Pakistan.
https://orcid.org/0009-0005-2572-793X
Urwa Tahir
Government College University Faisalabad Pakistan.
https://orcid.org/0009-0004-4094-9891

Abstract

Job insecurity is a growing and widespread issue in the service sector, impacting the well-being of employees, organizational performance, and customer satisfaction. This paper investigates the inter-correlations among job insecurity, emotional exhaustion, quality of employee-customer interaction, and organizational support. A quantitative questionnaire survey of 330 service sector employees indicated strong positive inter-correlation between job insecurity and emotional exhaustion, as well as between job insecurity and quality of employee-customer interaction. Organizational support mediates job insecurity and employee-customer interaction quality, perhaps tempering the adverse effects of job insecurity. The current study indicates that resolving job insecurity and improving organizational support can yield customer satisfaction and organizational performance through improved employee-customer interaction.

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How to Cite
Khizar Naseem, H. M. ., & Tahir, U. (2025). Job Insecurity and Service Encounter Quality: An Empirical Study of Employee–Customer Interactions in the Service Sector. Journal of Workplace Behavior, 6(2), 15–28. Retrieved from https://charisma-jwb.com/index.php/jwb/article/view/292
Issue
Vol. 6 No. 2 (2025): Journal of Workplace Behavior (JoWB)
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Articles
Author Biographies

Hafiz Muhammad Khizar Naseem, Department of Management Sciences, Foundation University Islamabad, Pakistan.

Hafiz M. Khizar Naseem is a master’s student in the Department of Management Sciences at Foundation University Islamabad, Pakistan. His research interests include job insecurity, employee well-being, organizational behavior, and service-sector performance. He has conducted empirical studies on employee–customer interactions, emotional exhaustion, and perceived organizational support in developing-country contexts. His work primarily employs quantitative methods and contributes to understanding workforce challenges and performance outcomes in service organizations.

Urwa Tahir, Government College University Faisalabad Pakistan.

Urwa Tahir is affiliated with Government College University Faisalabad, Pakistan. Her research interests include human resource management, organizational psychology, employee well-being, and service management. Her work examines job insecurity, emotional exhaustion, and organizational support, with particular emphasis on strengthening employee–customer interaction quality. She focuses on empirical research and highlights practical implications for enhancing organizational effectiveness in the service sector.