Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety
Theory and empirical evidence suggests that customer stressors were positively related to frontline employee turnover intention. However, little work has focused on testing why and in what way customer stressors are related to such employee attitudinal outcome.To address this knowledge gap, we devel...
| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2017
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/23840/1/CBMM%202017%201088%201101.pdf |
| _version_ | 1803628612749885440 |
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| author | Abubakar, Muhtari Y. Kura, Kabiru Maitama |
| author_facet | Abubakar, Muhtari Y. Kura, Kabiru Maitama |
| author_sort | Abubakar, Muhtari Y. |
| collection | UUM |
| description | Theory and empirical evidence suggests that customer stressors were positively related to frontline employee turnover intention. However, little work has focused on testing why and in what way customer stressors are related to such employee attitudinal outcome.To address this knowledge gap, we developed and tested a mediation model of turnover intention.Drawing on conservation of resources theory, we suggest that job-related anxiety might be a fundamental reason why customer-related stressors predicts front line employee turnover intention.The model was tested with a sample of 258 restaurant front line service employees. Results suggest a positive and significant relationship between customer-related
stressors and employee turnover intention. Also, job-related anxiety was found to mediate the relationship between customer stressors and front line employee turnover intention. These results highlight the importance of job-related anxiety as a fundamental mechanism which explains why and in what way customer stressors are related to front line employee turnover intention. |
| first_indexed | 2024-07-04T06:24:44Z |
| format | Conference or Workshop Item |
| id | uum-23840 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:24:44Z |
| publishDate | 2017 |
| record_format | dspace |
| spelling | uum-238402018-04-02T00:28:38Z https://repo.uum.edu.my/id/eprint/23840/ Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety Abubakar, Muhtari Y. Kura, Kabiru Maitama HD28 Management. Industrial Management Theory and empirical evidence suggests that customer stressors were positively related to frontline employee turnover intention. However, little work has focused on testing why and in what way customer stressors are related to such employee attitudinal outcome.To address this knowledge gap, we developed and tested a mediation model of turnover intention.Drawing on conservation of resources theory, we suggest that job-related anxiety might be a fundamental reason why customer-related stressors predicts front line employee turnover intention.The model was tested with a sample of 258 restaurant front line service employees. Results suggest a positive and significant relationship between customer-related stressors and employee turnover intention. Also, job-related anxiety was found to mediate the relationship between customer stressors and front line employee turnover intention. These results highlight the importance of job-related anxiety as a fundamental mechanism which explains why and in what way customer stressors are related to front line employee turnover intention. 2017-10-29 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/23840/1/CBMM%202017%201088%201101.pdf Abubakar, Muhtari Y. and Kura, Kabiru Maitama (2017) Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety. In: 4th Conference on Business Management, 29 - 30 Oktober 2017, The Gurney Resprt Hotel & Recidences Penang, Malaysia. |
| spellingShingle | HD28 Management. Industrial Management Abubakar, Muhtari Y. Kura, Kabiru Maitama Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety |
| title | Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety |
| title_full | Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety |
| title_fullStr | Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety |
| title_full_unstemmed | Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety |
| title_short | Customer-related social stressors and front line employee turnover intention: The mediating role of job-related anxiety |
| title_sort | customer related social stressors and front line employee turnover intention the mediating role of job related anxiety |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/23840/1/CBMM%202017%201088%201101.pdf |
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