Cover Image

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...

Full description

Saved in:
Bibliographic Details
Main Authors: Muhammad, Kashif, Braganca, Eliane, Zainudin, Awang, Ernest Cyril, de Run
Format: E-Article
Language:English
Published: Emerald Publishing Limited 2017
Subjects:
H Social Sciences (General)
Online Access:http://ir.unimas.my/id/eprint/17408/1/You%20abuse%20but%20I%20will%20stay%20%28abstract%29.pdf
http://ir.unimas.my/id/eprint/17408/
https:// doi.org/10.1108/JMD-06-2016-0095
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.unimas.ir.17408
record_format eprints
spelling my.unimas.ir.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 E-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
institution Universiti Malaysia Sarawak
building Centre for Academic Information Services (CAIS)
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sarawak
content_source UNIMAS Institutional Repository
url_provider http://ir.unimas.my/
language English
topic H Social Sciences (General)
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
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.
format E-Article
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
title 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_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_sort you abuse but i will stay: the combined effects of job stress, customer abuse, and emotional intelligence on employee turnover
publisher Emerald Publishing Limited
publishDate 2017
url http://ir.unimas.my/id/eprint/17408/1/You%20abuse%20but%20I%20will%20stay%20%28abstract%29.pdf
http://ir.unimas.my/id/eprint/17408/
https:// doi.org/10.1108/JMD-06-2016-0095
_version_ 1644512611827449856
score 13.211869

Similar Items