The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees

2014 ◽  
Vol 28 (4) ◽  
pp. 319-330 ◽  
Author(s):  
Edward Shih-Tse Wang
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Turnover Intention ◽  
Affective Commitment ◽  
Turnover Intentions ◽  
Service Industry ◽  
Frontline Employees ◽  
Continuance Commitment ◽  
Content Type ◽  
Frontline Workers

Purpose – This paper aims to extend the relationship marketing concept to examine which relationship bonds (social, structural and financial bonds) have different effects on employee affective (want to stay), normative (ought to stay) and continuance commitment (have to stay). Preventing emotional exhaustion in frontline employees and helping them stay on the job is an important topic for emotional labor research. The research also investigates which types of commitment influence emotional exhaustion and turnover intentions significantly. Design/methodology/approach – Data were collected through a self-reported questionnaire administered to 401 restaurant service industry frontline workers. Findings – The findings support the hypothesis that whereas social and financial bonds influence affective commitment, structural and financial bonds influence continuance commitment. Furthermore, affective commitment is a crucial factor for preventing emotional exhaustion and turnover intentions, whereas continuance commitment positively affects emotional exhaustion. Originality/value – This research offers academic and managerial insights into the various types of relationship bonds and controls these bonds for facilitating employee organizational commitment, which consequently affects emotional exhaustion and turnover intention.

Authentic leadership and turnover intention: does organizational size matter?

2017 ◽  
Vol 38 (7) ◽  
pp. 912-926 ◽  
Author(s):  
Jinuk Oh ◽  
Semi Oh
Keyword(s):  
Boundary Condition ◽  
Turnover Intention ◽  
Authentic Leadership ◽  
Affective Commitment ◽  
Turnover Intentions ◽  
Organizational Size ◽  
Content Type ◽  
Small Organizations ◽  
Moderated Mediation Model ◽  
Size Matter

Purpose The purpose of this paper is to address two of the ongoing theoretical and empirical questions in the literature on authentic leadership: does authentic leadership negatively influence employees’ turnover intentions by enhancing their levels of affective commitment? and does organizational size act as a boundary condition for the mediating effects of affective commitment in the link between authentic leadership and turnover intentions? Design/methodology/approach A moderated mediation model of the affective process linking authentic leadership and turnover intentions was developed and tested on a sample of 375 employees working in South Korean firms. Findings The negative indirect effects of authentic leadership on employees’ turnover intentions through changes in the levels of affective commitment were significant. Furthermore, the mediated relationship between authentic leadership and turnover intentions via employees’ levels of affective commitment was stronger in smaller organizations. Practical implications The findings of the present study may be useful to practitioners who are interested in employee retention. They can mitigate against turnover intentions by enhancing the authentic leadership qualities of the managers. More specifically, this approach is especially ideal for small organizations. Originality/value This study corroborates the results of previous studies in highlighting the pervasive effects of authentic leadership on turnover intentions via enhancing employees’ levels of affective commitment. Moreover, organizational size as a boundary condition for the aforementioned relationship was empirically examined.

Examining antecedents of retail employees' propensity to leave

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jungkun Park ◽  
Jiseon Ahn ◽  
Hyowon Hyun ◽  
Brian N. Rutherford
Keyword(s):  
Organizational Commitment ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Organizational Support ◽  
Structural Equation ◽  
Affective Commitment ◽  
Equation Modeling ◽  
Affective Organizational Commitment ◽  
Content Type ◽  
Propensity To Leave

PurposeIn this study, the authors examine the impacts of two facets of retail employees' cognitive support and affective commitment on emotional labor-related outcomes.Design/methodology/approachTo test the study hypotheses, 521 retail service employees participated in the survey. By using the structural equation modeling, the results show that employees' perceived organizational support directly and positively employees' affective organizational commitment and emotional exhaustion.FindingsBy using the structural equation modeling, the results show that employees' perceived organizational support directly and positively influence employees' affective organizational commitment and emotional exhaustion. The extent of employees' affective organizational commitment directly and negatively influences emotional labor and exhaustion. Furthermore, employees' emotional exhaustion exerts an influence on retail employees' propensity to leave.Research limitations/implicationsDrawing on social exchange and conservation of resources theories, this study contributes to emotional labor research and practices by examining factors that potentially influences employees' propensity to leave. For future studies, researchers can expand the proposed framework of the current study to other retailing settings.Practical implicationsFindings of the study suggest that retail organizations need to manage employees' support and commitment concerning to understand emotional labor.Originality/valueThe current study found that employees' affective commitment influences key emotional labor constructs including emotional labor and emotional exhaustion. Employees who have a high level of identification, involvement and emotional attachment toward the organization, they are less likely to feel of overload and inefficiency. Given the importance of emotional labor in the retailing setting, the proposed model and findings of this study contribute the existing knowledge of retail employees' behavior.

Teacher’s turnover intentions

2017 ◽  
Vol 31 (6) ◽  
pp. 828-842 ◽  
Author(s):  
Rabia Imran ◽  
Kamaal Allil ◽  
Ali Bassam Mahmoud
Keyword(s):  
Public Schools ◽  
Design Methodology ◽  
Affective Commitment ◽  
Turnover Intentions ◽  
Three Dimensions ◽  
Sultanate Of Oman ◽  
Continuance Commitment ◽  
Content Type ◽  
Negative Effect ◽  
The Relationship

Purpose The purpose of this paper is to explore the path of motivation leading to organizational commitment resulting in reduced turnover intentions (TIs). It examine the relationship between dimensions of motivation (amotivation, introjected regulations (IRs) and intrinsic motivation (IM)) with dimensions of commitment (affective, normative and continuance). Furthermore, it test the effect of these three dimensions of commitment on TIs. Design/methodology/approach A sample of 467 teachers working in public schools in Dhofar Governate in Sultanate of Oman was selected for the study. A path analysis was conducted to test the hypothesized model. Findings The analysis unveils that teacher’s TIs can be reduced with a right mix of motivation and commitment. Furthermore, amotivation is only linked to affective commitment and this linkage is positive; IRs positively affect continuance and normative commitment (NC); and IM positively affects affective commitment and NC. Moreover, a significant negative effect of affective, normative and continuance commitment is found on TIs. Originality/value This research sheds light on how motivation can indirectly affect TI through commitment. This study is of immense importance as it focuses on the education sector in Oman especially in Dhofar Governate.

scholarly journals The Effect of Islamic Work Ethics on Organizational Commitment, Job Satisfaction, and Turnover Intentions of Islamic Microfinance in Pekalongan

2020 ◽  
Vol 4 (1) ◽  
pp. 30
Author(s):  
Siti Aminah Caniago ◽  
Denny Mustoko
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Turnover Intention ◽  
Affective Commitment ◽  
Work Ethic ◽  
Turnover Intentions ◽  
Normative Commitment ◽  
Continuance Commitment ◽  
Work Ethics ◽  
Islamic Work Ethic

The purpose of this research is to analyze the effect of Islamic work ethics on job satisfaction, turnover intentions and organizational commitment and its three dimensions: affective commitment, continuance commitment and normative commitment. This method of analysis used a simple regression to determine the relationship of independent variables and dependent variables. The analysis used descriptive analysis to present the main characteristic of the samples. Islamic work ethic used instrument developed by Ali, job satisfaction was measured by Dubinsky and Harley’s instruments, organizational commitment used instrument by Bozeman, Perrine, Meyer and the turnover intentions adapted by previous research, Home and Griffith. The collected data was tabulated and analyzed using softwareStatistical Pakage for the Social Sciences (SPSS)16.0. This research selects 10 Islamic microfinances in Pekalongan city.  Results show that Islamic Work Ethic is positive significant related to job satisfaction, affective commitment, continuance commitment, normative commitment, and negative influence related to turnover intention variable. From this research, the application of Islamic Work Ethics was a solution to job satisfaction and organizational commitment and less contributes to turnover intention.

Is public healthcare healthy? The role of emotional exhaustion

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
M. Ángeles López-Cabarcos ◽  
Analía López-Carballeira ◽  
Carlos Ferro-Soto
Keyword(s):  
Role Conflict ◽  
Emotional Exhaustion ◽  
Turnover Intention ◽  
Affective Commitment ◽  
Job Demands ◽  
Work Attitudes ◽  
Public Healthcare ◽  
Content Type ◽  
The Relationship

PurposeThis study analyzes the mediating effect of emotional exhaustion between certain job demands (workload, role conflict, and influence at work) and employees' work attitudes (affective commitment and turnover intention) in public healthcare. Furthermore, it analyzes the moderating effect of possibilities for development and the degree of freedom at work between the above-mentioned job demands and emotional exhaustion.Design/methodology/approachA total of 512 healthcare professionals participated in the study. The data were analyzed using structural equation modeling and a hierarchical multiple regression analysis.FindingsThe results show that emotional exhaustion fully mediates the relationship between job demands (workload and role conflict) and work attitudes (affective commitment and turnover intention). Moreover, the possibilities for development and degree of freedom at work moderate the relationship between role conflict and emotional exhaustion.Practical implicationsStrategies should be designed to prevent employees from becoming emotionally exhausted and lead them to feel more motivated, which results in a more effective public healthcare service.Originality/valueThis study stresses the importance of analyzing the role of emotional exhaustion in the public healthcare context. It demonstrates the mediating role of this variable between several antecedents and consequences, and it analyzes whether other relevant variables can moderate the negative effects of emotional exhaustion.

Minimizing the cost of emotional dissonance at work: a multi-sample analysis

2016 ◽  
Vol 54 (4) ◽  
pp. 778-795 ◽  
Author(s):  
Sushanta Kumar Mishra ◽  
Kunal Kamal Kumar
Keyword(s):  
Emotional Exhaustion ◽  
Organizational Support ◽  
Turnover Intention ◽  
Frontline Employees ◽  
Negative Effects ◽  
Emotional Dissonance ◽  
Occupational Groups ◽  
Content Type ◽  
Moderation Effect ◽  
Two Samples

Purpose – The present study is based on two samples from two occupational groups (one among medical representatives in pharmaceutical industry and other among frontline employees in hospitality industry). The study found support for the moderation effect of perceived organizational support (POS) on the emotional dissonance-emotional exhaustion as well as the emotional exhaustion-turnover intention relationships. In addition, the purpose of this paper is to examine the mediation of emotional exhaustion on the emotional dissonance-turnover intention relationship. The study concludes with the contributions to the literature and to the practice. Design/methodology/approach – Following the survey research method the study collected the data from two occupational groups. Findings – The study found support for the moderation effect of POS on the emotional dissonance-emotional exhaustion as well as the emotional exhaustion-turnover intention relationships. Originality/value – The study argued the negative effects of dissonance can be minimized if the organization can take actions to ensure employees perceive the organization as supportive.

Transformational leadership and employee turnover intention

2016 ◽  
Vol 12 (3) ◽  
pp. 243-266 ◽  
Author(s):  
Michael Asiedu Gyensare ◽  
Olivia Anku-Tsede ◽  
Mohammed-Aminu Sanda ◽  
Christopher Adjei Okpoti
Keyword(s):  
Transformational Leadership ◽  
Turnover Intention ◽  
Employee Turnover ◽  
Structural Equation ◽  
Affective Commitment ◽  
Turnover Intentions ◽  
Bootstrap Analysis ◽  
Content Type ◽  
Employee Turnover Intention ◽  
The Impact

Purpose – The purpose of this paper is to investigate the impact of transformational leadership on employee turnover intention through the mediating role of affective commitment. Design/methodology/approach – The study examines conceptual relationships in the Ghanaian context, based on structural equation modelling with maximum likelihood estimation, using sample employees from the private sector organizations. In addition, the mediation analysis is conducted with Sobel’s test and 95 per cent CI bootstrap analysis. Findings – The study shows that affective commitment would decline workers’ quitting intention and serves to promote a degree of trust and willingness to follow their leaders’ philosophy, ideology, vision and guidance in the organization. Hence, affective commitment fully mediates the relationship between transformational leadership and employee turnover intention. Practical implications – To help lessen employees quitting intentions, both middle and top-level managers should endeavour to create an atmosphere of trust, admiration, loyalty and respect for their employees. Originality/value – Overall it is shown that affective commitment was the mechanism through which transformational leadership influences employees’ turnover intentions in the SLCs in Ghana.

Sanctification of work and turnover of teachers under insurgency

2019 ◽  
Vol 58 (2) ◽  
pp. 171-186
Author(s):  
Linus Jonathan Vem ◽  
Yakubu Ali Mbasua ◽  
Makrop Davireng
Keyword(s):  
Turnover Intention ◽  
Affective Commitment ◽  
Career Satisfaction ◽  
Turnover Intentions ◽  
Intention To Leave ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
The Relationship

Purpose Sanctification of work research is still a growing area among management and educational guild of researchers. The purpose of this paper is to explore the intervening role of career satisfaction and affective commitment in the relationship between sanctification and turnover intentions among teachers in a Boko Haram infested region of Nigeria. Design/methodology/approach The authors adopted a cross-sectional survey design using 375 responses out of the 600 administered questionnaires to three states within the context of this study. The usable data were analyzed using SmartPLS version 3.2.7 to evaluate the hypothesized relationships. Findings The results reveal: negative but insignificant relationship between sanctification and turnover intention; career satisfaction and affective commitment mediate the relationship between sanctification of work and employee intention to leave. Originality/value The predictive role of sanctification was proven to be insignificant under unfriendly work environment, which is contrary to the literature on the role sanctification. The mediating role of career satisfaction and affective commitment between sanctification and turnover intention is relatively new. The two constructs constitute the mechanism through which the relationships are sustained; hence the hypotheses on the indirect relationships are established.

Essential precursors and effects of employee creativity in a service context

2015 ◽  
Vol 20 (7) ◽  
pp. 733-752 ◽  
Author(s):  
Inyong Shin ◽  
Won-Moo Hur ◽  
Hongseok Oh
Keyword(s):  
Job Performance ◽  
Customer Service ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Affective Commitment ◽  
Flight Attendants ◽  
Surface Acting ◽  
Employee Creativity ◽  
Content Type ◽  
High Level

Purpose – The purpose of this paper is to examine how the emotional labor strategies of service employees differently influence the level of their creativity, and whether creative employees consequently benefit from that creativity in terms of achieving a high level of job performance. Design/methodology/approach – The authors surveyed flight attendants from an airline in South Korea. The authors distributed 150 questionnaires to flight attendants, received 126 responses, and finally obtained 119 usable data. The authors used Mplus 7.13 to evaluate validity and test the hypotheses. Findings – Whereas employees using deep acting were found to be less emotionally exhausted and more affectively committed toward their organization, which produced a high level of creativity, those who selected surface acting were shown to suffer more emotional exhaustion and have less affective commitment, which generated a low level of creativity. Customer service personnel behaving creatively resulted in superior official job performance appraisals. Originality/value – This study makes distinct contributions to the literature by proposing emotional labor as the key antecedent of employee creativity in service organizations, by confirming emotional exhaustion and affective commitment as the motivational mechanisms through which emotional labor strategies influence service employee creativity, and by suggesting the value of employee creativity.

Impacts of misbehaving air passengers on frontline employees: role stress and emotional labor

2017 ◽  
Vol 29 (7) ◽  
pp. 1793-1813 ◽  
Author(s):  
Hsin-Hui“Sunny” Hu ◽  
Hsin-Yi Hu ◽  
Brian King
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Airline Industry ◽  
Structural Equation ◽  
Role Stress ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Customer Contact ◽  
Content Type ◽  
The Impact

Purpose The study aimed to investigate the impact of customer misbehaviors on airline in-flight customer contact personnel. A theoretical framework was proposed to test the meditating role of role stress and emotional labor in the relationship between consumer misbehaviors and emotional exhaustion. Design/methodology/approach In all, 336 cabin crew members employed by international airline companies participated in the study. The hypothesized model was tested using structural equation modeling with AMOS 20.0. Findings The results provide evidence that customer misbehaviors relate positively to employee role stress, emotional labor and emotional exhaustion. Moreover, role stress and emotional labor play important roles in enhancing the impacts of customer misbehaviors and thereby influence employee emotional exhaustion. Practical implications The findings potentially impact on employers both within and beyond the airline industry by demonstrating how frontline employees can be provided with support to reduce stress or exhaustion, leading ultimately to increased satisfaction. Originality/value This study has provided deeper theoretical insights into customer misbehaviors and their effects on employee role stress, emotional labor and emotional exhaustion.

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