Impact of Covid-19 on front-office related stress

During the SARS-CoV-2 pandemic, several critical issues emerged regarding the new ways of interaction between customers and front desk employees, generating new stressors that should be considered to evaluate new methods of stress management. The relationship with the public represents a source of stress for front offce employees. Customer-related social stressors can infuence psychological well-being and can have different pathophysiological effects on the organism that, as a result, affect the job performance of the worker. Various coping strategies can mitigate or exacerbate the discomfort perceived by the employee, leading to a positive stress response (mitigation) or to a disadaptive one (exacerbation) reaching burnout syndrome at the very end. Numerous studies underline the need to improve customer service behavior, the necessity to create a client-centered behavior and highlight the role of supervisors in stress management and reduction.