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
|
PDF
You abuse but I will stay (abstract).pdf Download (98kB) | Preview |
Abstract
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.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Pakistan, COR theory, Customer abuse, Organizational turnover, Workplace emotions, research, Universiti Malaysia Sarawak, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Academic Faculties, Institutes and Centres > Faculty of Economics and Business Faculties, Institutes, Centres > Faculty of Economics and Business |
| Depositing User: | Karen Kornalius |
| Date Deposited: | 28 Aug 2017 02:58 |
| Last Modified: | 28 Aug 2017 02:58 |
| URI: | http://ir.unimas.my/id/eprint/17408 |
Actions (For repository members only: login required)
 |
View Item |
