| dc.description.abstract | Although high turnover rate is regarded as a distinct feature of service industry, it is still crucial for managers to reduce the turnover rate among frontline employees, since turnover carries with it some expense in both tangible and intangible values. Among all the factors affecting turnover intention, emotional exhaustion has emerged to have significant impact on the intention to leave the organization of frontline service employees. This study is aimed to examine the effect of Role stressors, Work-Family conflict and Customer-related social stressors have on Turnover intention through the mediator Emotional exhaustion.
Quantitative method has been used in this study following by both paper and online questionnaire distributing for data collection among frontline service employees in HoChiMinh City, Vietnam. The results shown that there is a remarkable relationship between Emotional exhaustion and Turnover intention. Also, Role over load, Role conflict, Customer verbal aggression, Disliked customer and Ambiguous customer expectation are found to have indirect effect toward Turnover intention through Emotional exhaustion. However, both Role ambiguity and Work-Family conflict is proved to have no significant impact on both Emotional exhaustion and the intention to leave the organization of employees.
Recommendation were given for managers to reduce the emotional exhaustion level of frontline employees, which in turn, also reduce the turnover rate in organization | en_US |
