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.

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Abstract

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.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	eISBN 978-967-0910-76-5 Organized by: School of Business Management, Universiti Utara Malaysia.
Uncontrolled Keywords:	Antecedents of Turnover Intention, Conservation of Resources Theory, Customer Stressors, Job-Related Anxiety, Turnover Intention
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	02 Apr 2018 00:28
Last Modified:	02 Apr 2018 00:28
URI:	https://repo.uum.edu.my/id/eprint/23840

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