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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...

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Main Authors: Abubakar, Muhtari Y., Kura, Kabiru Maitama
Format: Conference or Workshop Item
Language:English
Published: 2017
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/23840/1/CBMM%202017%201088%201101.pdf
http://repo.uum.edu.my/23840/
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spelling my.uum.repo.238402018-04-02T00:28:38Z http://repo.uum.edu.my/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 http://repo.uum.edu.my/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.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
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
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.
format Conference or Workshop Item
author Abubakar, Muhtari Y.
Kura, Kabiru Maitama
author_facet Abubakar, Muhtari Y.
Kura, Kabiru Maitama
author_sort Abubakar, Muhtari Y.
title 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_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_sort customer-related social stressors and front line employee turnover intention: the mediating role of job-related anxiety
publishDate 2017
url http://repo.uum.edu.my/23840/1/CBMM%202017%201088%201101.pdf
http://repo.uum.edu.my/23840/
_version_ 1644283891686572032
score 13.211869

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