Unfriendly customers as a social stressor - An indirect antecedent of service employees' quitting intention
Summary Recent management research suggests that unpleasant work experiences of service employees cause problems with job performance, affect the bottom line and contribute to high rates of employee turnover. Although various job stressors have been studied as antecedents of employees' decision to quit, less attention has been given to customer behavior as a possible predictor of quitting intentions. The author proposes a model of service employees' intention to quit their job. The model includes a new construct, perceived customer unfriendliness, which is linked with several employee-related variables. An empirical study of more than 200 service employees demonstrates that perceived customer unfriendliness has an indirect and direct impact on employees' job satisfaction which in turn affects quitting intentions. Theoretically, the study complements service research by others that have focused on organizational job stressors in relation to employees' quitting intentions. Managerially, the findings improve service managers' understanding of the drivers of employee turnover.
Year of publication: |
2011
|
---|---|
Authors: | Walsh, Gianfranco |
Published in: |
European Management Journal. - Elsevier, ISSN 0263-2373. - Vol. 29.2011, 1, p. 67-78
|
Publisher: |
Elsevier |
Keywords: | Conservation of resources Customer unfriendliness Emotional labor Intention to quit Job satisfaction Role ambiguity Seeking distance |
Saved in:
Online Resource
Saved in favorites
Similar items by person
-
Investigating mediators between corporate reputation and customer citizenship behaviors
Bartikowski, Boris, (2011)
-
Emotions, store-environmental cues, store-choice criteria, and marketing outcomes
Walsh, Gianfranco, (2011)
-
Culture and age as moderators in the corporate reputation and loyalty relationship
Bartikowski, Boris, (2011)
- More ...