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 |
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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 |
| _version_ | 1848838280989114368 |
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| author | Muhammad, Kashif Braganca, Eliane Zainudin, Awang Ernest Cyril, de Run |
| author_facet | Muhammad, Kashif Braganca, Eliane Zainudin, Awang Ernest Cyril, de Run |
| author_sort | Muhammad, Kashif |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-15T06:53:03Z |
| format | Article |
| id | unimas-17408 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T06:53:03Z |
| publishDate | 2017 |
| publisher | Emerald Publishing Limited |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-174082017-08-28T02:58:56Z http://ir.unimas.my/id/eprint/17408/ You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence on employee turnover Muhammad, Kashif Braganca, Eliane Zainudin, Awang Ernest Cyril, de Run H Social Sciences (General) 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. Emerald Publishing Limited 2017 Article PeerReviewed text en http://ir.unimas.my/id/eprint/17408/1/You%20abuse%20but%20I%20will%20stay%20%28abstract%29.pdf Muhammad, Kashif and Braganca, Eliane and Zainudin, Awang and Ernest Cyril, de Run (2017) You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence on employee turnover. Journal of Management Development, 36 (7). pp. 899-914. ISSN 0262-1711 https:// doi.org/10.1108/JMD-06-2016-0095 doi:10.1108/JMD-06-2016-0095 |
| spellingShingle | H Social Sciences (General) Muhammad, Kashif Braganca, Eliane Zainudin, Awang Ernest Cyril, de Run You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence on employee turnover |
| title | You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence
on employee turnover |
| title_full | You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence
on employee turnover |
| title_fullStr | You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence
on employee turnover |
| title_full_unstemmed | You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence
on employee turnover |
| title_short | You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence
on employee turnover |
| title_sort | you abuse but i will stay: the combined effects of job stress, customer abuse, and emotional intelligence
on employee turnover |
| topic | H Social Sciences (General) |
| url | http://ir.unimas.my/id/eprint/17408/ http://ir.unimas.my/id/eprint/17408/ 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 |