Feel like quitting the job? A causal attribution approach to social and work overload consequences

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Syed Ahmad Ali ◽  
Khadija Mujahid ◽  
Muhammad Umar
Keyword(s):  
Emotional Exhaustion ◽  
Banking Sector ◽  
Turnover Intentions ◽  
Causal Attribution ◽  
Partial Least Square ◽  
Theory And Practice ◽  
Stress Factors ◽  
Equation Modeling ◽  
Content Type ◽  
Work Overload

Purpose In an effort to study the effects of stress factors i.e. work overload and social overload, the authors integrate causal attribution research to develop a stress outcome model. Drawing on Affective Events theory, this study aims to investigate how work and social overload lead to turnover intentions with the mediating role of emotional exhaustion. Design/methodology/approach A quantitative approach to examine the direct linkage of stress factors to turnover intention was tested for 409 respondents working at middle and senior manager level posts in the banking sector of Lahore, Pakistan. Partial least square structure equation modeling technique was applied through Smart_PLS3.0 for hypothesis testing. Findings Results revealed a strong relationship between stress factors (i.e. social overload and work overload) and turnover intentions in the presence of emotional exhaustion as a significant mediator. Originality/value The study adds value to the theory and practice by examining the understudied stress factors (social overload) along with work overload and their consequences on the employees.

Abusive supervision, supervisor undermining, and turnover intentions: mediation of quiescent silence and desire to seek revenge among Thai banking frontliners

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gul Afshan ◽  
Muhammad Kashif ◽  
Damrong Sattayawaksakul ◽  
Pimpa Cheewaprakobkit ◽  
Shanika Wijenayake
Keyword(s):  
Organizational Behavior ◽  
Social Exchange ◽  
Structural Equation ◽  
Turnover Intentions ◽  
Abusive Supervision ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Trickle Down

Purpose Drawing on the social exchange theory, this study aims to investigate the destructive impact of abusive supervision and supervisor undermining on quiescent silence and turnover intentions among frontline employees. Whether quiescent silence and the desire to seek revenge mediate the path from aggressive supervisory behaviors to turnover intentions is explored. Design/methodology/approach Following a time-lagged design, the authors collected data from 350 frontline banking officers in Thailand by a survey. For data analysis purposes, structural equation modeling procedures are used through Smart partial least square version 3.2.0. Findings Uniquely, findings suggest that abusive supervision does not result in any form of retaliation. Supervisor undermining has a trickle-down effect on the desire to revenge, quiescent silence and turnover intentions. For supervisor undermining, the direct path, as well as mediating roles are supported by data. Practical implications The findings of this study suggests organizational systems should discourage supervisors from undermining the subordinates. There is a need to offer regular training to supervisors. Furthermore, employees should be provided some platforms and the freedom to positively speak at work. Above all, supervisors should be more inspiring which can dilute negative perceptions of abuse. Originality/value The proposed mediation of desire to revenge and quiescent silence is unique to this study. Moreover, the challenge to the traditional trickle-down effects of abusive supervision is a unique intervention in the organizational behavior literature.

scholarly journals You abuse but I will stay

2017 ◽  
Vol 36 (7) ◽  
pp. 899-914 ◽  
Author(s):  
Muhammad Kashif ◽  
Eliane Braganca ◽  
Zainudin Awang ◽  
Ernest Cyril De Run
Keyword(s):  
Job Stress ◽  
Emotional Exhaustion ◽  
Structural Equation ◽  
Banking Sector ◽  
Equation Modeling ◽  
Combined Effects ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Bank Managers

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.

Understanding effects of salesperson locus of control

2014 ◽  
Vol 29 (1) ◽  
pp. 1-10 ◽  
Author(s):  
Alex Hamwi ◽  
Brian Nicholas Rutherford ◽  
James S. Boles ◽  
Ramana K. Madupalli
Keyword(s):  
Job Satisfaction ◽  
Locus Of Control ◽  
Emotional Exhaustion ◽  
Structural Equation ◽  
Stress Factors ◽  
Equation Modeling ◽  
Outcome Variable ◽  
External Locus ◽  
Content Type ◽  
External Locus Of Control

Purpose – The purpose of this paper is to examine the effects of external locus of control on different job characteristic variables – i.e. role conflict, role ambiguity and emotional exhaustion, in addition to the outcome variable, job satisfaction – in a business-to-business sales setting. Design/methodology/approach – Data from B2B salespeople were used to test the proposed model using structural equation modeling. Findings – The results indicate that a more external locus of control will be: positively related to role stress factors; indirectly and positively related to emotional exhaustion; and negatively related to job satisfaction. Originality/value – This study provides a managerially actionable foundation for influencing locus of control to increase a salesperson's satisfaction with his/her position.

How organizational pride and emotional exhaustion explain turnover intentions in call centers

2014 ◽  
Vol 25 (1) ◽  
pp. 125-148 ◽  
Author(s):  
Tobias Kraemer ◽  
Matthias H.J. Gouthier
Keyword(s):  
Emotional Exhaustion ◽  
Call Center ◽  
Turnover Intentions ◽  
Call Centers ◽  
Job Demands ◽  
Job Resources ◽  
Equation Modeling ◽  
Content Type ◽  
Organizational Tenure ◽  
Job Demands And Resources

Purpose – Personnel turnover entails considerable costs and is a major problem for the call center industry. By modifying the job demands-resources model, this study aims to examine how emotional exhaustion and organizational pride affect turnover intentions. In addition, it investigates how emotional exhaustion and organizational pride are formed by job demands and job resources and how gender and organizational tenure moderate the model. Design/methodology/approach – The paper surveyed 252 call center agents and tested the research hypotheses with component-based structural equation modeling. Two multi-group analyses clarify the proposed moderating effects of gender and organizational tenure. Findings – Emotional exhaustion and organizational pride essentially determine turnover intentions. Organizational pride, which has received little attention in related research, plays a central role. Two job demands and three job resources strongly influence emotional exhaustion and organizational pride, respectively. Gender and organizational tenure moderate several effects. Research limitations/implications – This study is based on a sample of call center agents from three different call centers in one country. Therefore, the generalizability of the findings has to be tested. Furthermore, the paper examines turnover intentions, which are good predictors of turnover behavior. Nevertheless, further research should investigate the relationship between the variables and actual turnover. Moreover, the model included six different job determinants. Future research should test the proposed model with other job demands and resources. Practical implications – Emotional exhaustion and organizational pride substantially affect turnover intentions. Call center managers should protect employees from emotional exhaustion and enhance organizational pride, using specific job demands and resources. This study shows how the importance of certain variables differs for various groups of employees. Originality/value – This study is the first to examine how certain job resource foster organizational pride and how organizational pride affects voluntary employee turnover in call centers. Further, the study demonstrates that the socio-demographic variables gender and organizational tenure moderate the creation of emotional exhaustion and organizational pride, which together explain a large amount of the variance in turnover intentions among call center agents.

Employee state paranoia: linking abusive supervision with employee voice behavior

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hira Rani ◽  
Syed Mir Muhammad Shah ◽  
Waheed Ali Umrani ◽  
Jawad Syed ◽  
Gul Afshan
Keyword(s):  
Structural Equation ◽  
Time Lag ◽  
Abusive Supervision ◽  
Partial Least Square ◽  
Theory And Practice ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Relationship Of ◽  
Prohibitive Voice

PurposeUtilizing affective event theory (AET), this paper aims to understand the affective reasoning behind choosing to speak up for or against abusive supervision. For this purpose, the authors examine the underlying mechanism of employee state paranoia in the relationship between abusive supervision and promotive and prohibitive voice of employees.Design/methodology/approachData from 307 microfinance bank employees were collected using supervisor–subordinate nested design and time-lag approach. The analysis was performed through partial least square (PLS) structural equation modeling using Smart PLS software.FindingsThe results support the direct relationship of abusive supervision with promotive and prohibitive voice. They also support the mediating relation of paranoia arousal between abusive supervision and promotive voice. However, the results do not support the mediating relationship of paranoia arousal between abusive supervision and prohibitive voice.Originality/valueIn light of the literature drawn from AET and empirical data, this study forwards robust recommendations for theory and practice and may assist future researchers interested in the role of employee paranoia arousal.

Switching experience, customer satisfaction, and switching costs in the ICT industry

2015 ◽  
Vol 26 (1) ◽  
pp. 117-136 ◽  
Author(s):  
Kurt Matzler ◽  
Andreas Strobl ◽  
Norbert Thurner ◽  
Johann Füller
Keyword(s):  
Customer Satisfaction ◽  
Switching Costs ◽  
Partial Least Square ◽  
Theory And Practice ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Behavioral Loyalty ◽  
Loyalty Intentions

Purpose – Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many companies. In such a context, customer retention through the creation of switching barriers (i.e. by increasing switching costs) is a common strategy. The purpose of this paper is to develop a network of relationships among customer switching experience, customer satisfaction, perceived switching costs, and behavioral loyalty intentions. Design/methodology/approach – Survey data were collected from 327 business customers (very small enterprises with fewer than nine employees; customers included physicians, lawyers, tax advisors, consultants, civil engineers, etc.) of an information and communications technology (ICT) company. The research model was tested using partial least square structural equation modeling. Findings – The results show that switching experience negatively influences customer satisfaction and behavioral loyalty intention. Furthermore, the influence of customer satisfaction on behavioral loyalty intentions is partially mediated by financial and relational switching costs. Practical implications – In saturated markets, companies often try to grow by acquiring customers from competitors. This study reveals that this strategy can backfire. The customers that can be most easily acquired may be those that are the most difficult to retain because customers experienced in switching are difficult to satisfy – and low satisfaction means lower perceived financial and relational switching costs and, in turn, lower loyalty. Originality/value – This research contributes to theory and practice by shedding further light on the satisfaction-loyalty link by investigating the often widely neglected role of switching experience. Furthermore, the study seeks to add to the discussion of how to specify the role of switching costs: as a mediator or as a moderator.

Test of a mediational model of organization mission fulfillment: evidence from the hotel industry

2016 ◽  
Vol 28 (5) ◽  
pp. 988-1008 ◽  
Author(s):  
Osman M. Karatepe ◽  
Rashin Kaviti
Keyword(s):  
Emotional Exhaustion ◽  
Turnover Intentions ◽  
Mission Statement ◽  
Psychosocial Support ◽  
Hotel Industry ◽  
Equation Modeling ◽  
Future Research ◽  
Customer Contact ◽  
Content Type ◽  
Mission Fulfillment

Purpose This paper aims to propose and test a conceptual model, guided by conservation of resources theory, that examines whether emotional exhaustion is a mediator between organization mission fulfillment and critical outcomes such as turnover intentions, lateness attitude, job performance and extra-role customer service. Design/methodology/approach The aforesaid relationships were assessed via data gathered from customer-contact employees two weeks apart in three waves and their immediate supervisors in the international five-star chain hotels in Dubai in the United Arab Emirates. The relationships in the model were gauged via structural equation modeling. Findings The results reveal that organization mission fulfillment influences the above-mentioned outcomes only through emotional exhaustion. Specifically, organization mission fulfillment mitigates customer-contact employees’ emotional exhaustion. Under these circumstances, these employees report desirable outcomes such as low levels of quitting intentions and lateness attitude as well as higher in- and extra-role performances. Research limitations/implications In future research, collecting data from different service settings in different countries would enable the researcher to conduct a cross-national study and make further generalizations. In future research, including actual turnover and absenteeism as well creative and service recovery performances in the model would enrich the understanding about the outcomes of organization mission fulfillment and emotional exhaustion. Practical implications Management needs to use several intra-organizational communication tools so that customer-contact employees can have an understanding of how the organization is trying to accomplish its mission. When employees participate in and contribute to the preparation of the organization’s mission statement, they own the mission statement and do their best to achieve the organizational objectives. Management should also offer a work environment where employees can avail themselves of psychosocial support to be provided by mentors. Such psychosocial support would enable employees to manage problems emerging from emotional exhaustion. Originality/value This paper contributes to current knowledge by testing the effect of the organization’s fidelity to its mission statement on emotional exhaustion and the above-mentioned job outcomes using data obtained from employees in frontline service jobs in the hotel industry.

Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model

2020 ◽  
Vol 32 (6) ◽  
pp. 1443-1466 ◽  
Author(s):  
Syed Ali Raza ◽  
Amna Umer ◽  
Muhammad Asif Qureshi ◽  
Abdul Samad Dahri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Internet Banking ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Banking Service ◽  
Customer's Loyalty

PurposeThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.Design/methodology/approachIn this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.FindingsResults show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.Practical implicationsThis research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.Originality/valueThis research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.

The influence of fair supervision on employees’ emotional exhaustion and turnover intentions

2019 ◽  
Vol 42 (9) ◽  
pp. 1116-1132
Author(s):  
Ivy Kyei-Poku
Keyword(s):  
Distributive Justice ◽  
Emotional Exhaustion ◽  
Organizational Support ◽  
Structural Equation ◽  
Turnover Intentions ◽  
Interactional Justice ◽  
Equation Modeling ◽  
Business Practices ◽  
Content Type ◽  
Mediating Mechanisms

PurposeDespite the importance of interactional fairness, it has been assessed less frequently in literature than has procedural and distributive justice. The effects of interactional fairness are at times stronger than the effects for procedural and distributive fairness, given that supervisors are prominent in any workplace environment and the chief source for interpreting information related to matters such as suitable business practices and goals needed by organizations. This study aims to examine the mediating mechanisms through which interactional justice influences emotional exhaustion and turnover intentions. Specifically, the hypothesis proposes that perceived organizational support and a sense of belongingness simultaneously mediates the relationship between interactional justice and emotional exhaustion, which in turn affects withdrawal cognitions.Design/methodology/approachThe author draws on the literature and studies on the link between organizational justice, stress and turnover to develop the hypotheses, collecting data from 141 employees of different organizations and occupations.FindingsResults of partial least squares structural equation modeling and Preacher and Hayes’ (2004) bootstrapping approach reveal that interactional justice is significantly positively associated with perceptions of organizational support and belongingness, which in turn is negatively associated with emotional exhaustion.Research limitations/implicationsInteractionally fair treatment engenders perceptions of organizational support and heightens a sense of belongingness, subsequently reducing the burden of physical and emotional fatigue on individuals and thereby freeing employees from engaging in turnover cognitions.Practical implicationsThe study underscores the importance of fair supervisors. Results suggest that fair supervisors help employees estimate the extent to which their organization is supportive. In addition, fair supervisors reassure subordinates that they are valued, which in turn lessens the experience of emotional exhaustion, giving organizations a competitive advantage due to the more favorable behavioral intentions held by employees.Originality/valueInteractional justice has been assessed less frequently in literature than has procedural and distributive justice. Research has overlooked the underlying process of how interactional justice reactions might motivate emotional exhaustion and turnover intentions responses. Thus, this study identifies an expanded group of mediators that link interactional justice to emotional exhaustion and turnover intentions.

Malaysian SMEs m-commerce adoption: TAM 3, UTAUT 2 and TOE approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maruf Gbadebo Salimon ◽  
Olanrewaju Kareem ◽  
Sany Sanuri Mohd Mokhtar ◽  
Olayemi Abdullateef Aliyu ◽  
Jibril Adewale Bamgbade ◽  
...  
Keyword(s):  
Technology Acceptance ◽  
Sample Size ◽  
Online Survey ◽  
Computer Anxiety ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Universal Theory ◽  
Content Type ◽  
Environment Model

Purpose The purpose of this study is to examine the factors that influence Malaysian Small and Medium Enterprises (SMEs) to adopt mobile commerce (m-commerce) by integrating the constructs of Technology Acceptance Model 3 (TAM 3), Universal Theory of Acceptance and Use of Technology 2 and Technology-Organization-Environment model. Though numerous m-commerce adoption (MCA) studies have been conducted, lesser attention is paid to how hedonic motivation (HM) can influence organizational users such as SMEs. This study bridges the gap by integrating the three models to provide a new lens to guide SMEs. Design/methodology/approach To examine the factors that influence the adoption of m-commerce, the researchers collected data from SMEs in Malaysia using an online survey. The sample size of the participants was determined through the available list provided by SME Corp Malaysia. The researchers also used Krejcie and Morgan’s sample size and G * Power techniques to determine that the sample size was appropriate. The data collected were analyzed using partial least square-structural equation modeling. Findings The findings of this study reveal that technological factors (computer self-efficacy [CSE], result demonstrability [RD] and computer anxiety [CA]) positively and significantly influence MCA. Likewise, the organizational/environmental factors (m-commerce knowledge, pressure from trading partners and pressure from competitors) positively and significantly influence MCA. The moderating influence of HM was also achieved on the relationship between CSE and RD. However, the proposed hedonic moderating relationship between CA and the adoption of m-commerce is not significant. Research limitations/implications This study integrates three models to explain the adoption of m-commerce among SMEs in Malaysia and tested the moderating influence of HM. The results obtained better explain the decision by the SMEs to use m-commerce. Originality/value The study critically considered how m-commerce can be adopted by SMEs in Malaysia, which previous studies have largely ignored. Considering this, the study, therefore, advances a new relationship by integrating Technology-organization-environment model with TAM 3 and the moderating influence of HM to explain MCA among SMEs. This paper is one of the few research studies to test the moderating influence of HM in this regard.

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