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 from 23...

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Bibliographic Details
Published in:The Journal of management development 2017-01, Vol.36 (7), p.899-914
Main Authors: Kashif, Muhammad, Braganca, Eliane, Awang, Zainudin, Cyril De Run, Ernest
Format: Article
Language:English
Subjects:
Aggression
Agricultural Skills
Banking
Banking industry
Banks
Behavior
Behavior Problems
Competition
Corporate culture
Customer services
Delivery Systems
Emotional intelligence
Emotions
Employee turnover
Intelligence tests
Job satisfaction
Managers
Occupational stress
Research methodology
Researchers
Skills
Structural equation modeling
Studies
Theory
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Summary: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.
ISSN:0262-1711
1758-7492
DOI:10.1108/JMD-06-2016-0095