You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence on employee turnover
Purpose – The purpose of this paper is to investigate the combined effects of customer aggression, job stress, and emotional intelligence (EI) on job satisfaction and organizational turnover among managers from a developing country, i.e. Pakistan. Design/methodology/approach – Data are collected...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Publishing Limited
2017
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/17408/ http://ir.unimas.my/id/eprint/17408/1/You%20abuse%20but%20I%20will%20stay%20%28abstract%29.pdf |
| Summary: | Purpose – The purpose of this paper is to investigate the combined effects of customer aggression, job
stress, and emotional intelligence (EI) on job satisfaction and organizational turnover among managers from a
developing country, i.e. Pakistan.
Design/methodology/approach – Data are collected from 230 respondents working as bank managers in
Pakistan by means of a cross-sectional survey. The collected data are analyzed by employing a structural
equation modeling (SEM) technique.
Findings – The employees perceive that job stress positively influences emotional exhaustion among
employees. Furthermore, EI negatively influences job exhaustion to minimize the potential to lead it through
to organizational turnover.
Originality/value – The combined effects of customer- and organization-related elements have been
scarcely investigated – the heart and soul of contribution regarding this research. The moderation of EI to
lessen the emotional exhaustion is a significant contribution to this study. Finally, the context of Pakistan’s
banking sector is also unique to this study. |
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