Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction

Bamfo, Bylon Abeeku; Dogbe, Courage Simon Kofi; Mingle, Harry

doi:10.1080/23311975.2018.1522753

Cited by 62 publications

(79 citation statements)

References 80 publications

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“…Many studies in the literature show that one of the important problems caused by verbal customer aggression is emotional exhaustion (Grandey et al, 2007;Ben-Zur and Yagil, 2005;Karatepe et al, 2010b;Dursun & Aytaç, 2014;Sommovigo, Setti & Argentero, 2019). Also, the literature shows that customer aggression has a significant impact on the turnover intention of employees' (Karatepe et al, 2009a;Gong et al, 2018;Bamfo et al, 2018), emotional exhaustion has a positive effect on the turnover intention and lastly, emotional exhaustion has a fully mediating role in the effect of verbal customer aggression on turnover intention (Onay & Kılcı, 2011;Yıldırım et al, 2014;Yıldız & Çolak, 2018;Faiz, 2019;Adams et al, 2019;Kim, 2019;Grandey et al, 2004;.…”

Section: Discussionmentioning

confidence: 99%

“…Also, social interactions based on unequal relationships between service workers and customers trigger greater resource loss and lead to emotional exhaustion (Kim, Paek, Choi & Lee, 2012, p. 508;Gong, Sun & Zhang, 2018;Demerdash & Said, 2018;Kind, Eckert, Steinlin, Ferget & Schmid, 2008). Studies show that customerrelated negative behavior and emotional exhaustion may be the sources of the turnover intention of employees' (Walsh, 2011, p. 68;Liu et al, 2018;Gong et al, 2018;Bamfo, Dogbe & Mingle, 2018;Onay ve Kılcı, 2011, p. 372;Yıldırım, Erul & Kelebek, 2014, p. 40;Yıldız & Çolak, 2018, p. 625;Interest, 2019, p. 34;Adams, Hollingsworth & Osman, 2019, p. 455;Kim, 2019, p. 21). Also, there are some studies investigate the mediating effect of burnout in the effect of customer-related aggressive behavior on turnover intention (Han, Bonn & Cho, 2016;Karatepe, Yorganci & Haktanır, 2009b).…”

Section: Extended Summarymentioning

confidence: 99%

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Müşteri Sözlü Saldırganlığının Çalışanların İşten Ayrılma Niyeti Üzerine Etkisi: Duygusal Tükenmenin Aracılık Rolü

Dursun¹,

Başol²

2020

JSPC

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Hizmet sektörü günümüzün hızla büyüyen sektörlerinden biridir ve bu sektörde istihdam edilenlerin sayısı ve oranı her geçen yıl artmaktadır. Ancak, çalışanlar ile müşteriler arasındaki güç dengesizliği zaman zaman çalışanlar ve müşteriler arasında negatif etkileşim olmasına neden olmaktadır. Bu bağlamda hizmet işlerinin "karanlık yüzü" olarak görülen müşteri saldırganlığı olgusu, günümüz iş hayatının önemli sorun alanlarından biridir. Mevcut araştırma, müşteri sözlü saldırganlığının çalışanların işten ayrılma niyeti üzerine etkisinde duygusal tükenmenin aracılık rolünü belirlemeyi amaçlamaktadır. 351 satış ve müşteri temsilcisinin katılımıyla gerçekleştirilen araştırma sonuçları, müşteri sözlü saldırganlığının duygusal tükenmeyi ve işten ayrılma niyetini pozitif yönde etkilediğini göstermektedir. Ayrıca elde edilen sonuçlar, duygusal tükenmenin, müşteri sözlü saldırganlığı ve işten ayrılma niyeti ilişkisinin tam aracısı olduğunu göstermektedir. Bulgular, işletme yönetimlerinin müşteriden kaynaklanan saldırgan davranışları önleyici politikalar üretmesinin, çalışanların duygusal tükenmesinin ve işten ayrılma niyetinin azaltılması açısından oldukça önemli olduğunu göstermektedir.

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Section: Discussionmentioning

confidence: 99%

Section: Extended Summarymentioning

confidence: 99%

Müşteri Sözlü Saldırganlığının Çalışanların İşten Ayrılma Niyeti Üzerine Etkisi: Duygusal Tükenmenin Aracılık Rolü

Dursun¹,

Başol²

2020

JSPC

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“…Recognition of the wasted cost and the negative impacts of customer misbehavior on both the businesses, their employees, and also on other customers have led to various empirical studies on these negative actions of the customers especially in the field of hospitality where various services are provided to its customers [ 1 , 3 , 6 , 29 , 30 , 31 ]. Customer service representatives are the frontline employees (FLEs) of the organizations, and these employees have to tolerate not only the stressors, which are common in other workplaces, but also the negative emotions and uncivil actions from their customers [ 7 , 32 ].…”

Section: Literature Reviewmentioning

confidence: 99%

“…One customer's personal comment could be delivered to neighbors as well as unspecified customers all over the world, which can promote dramatic sales but can also be an emotional and retaliatory occurrence that brings burdensome prices to pay for the companies [5]. Considering the unique culture of the hotel industry where customers expect high quality not only with physical products they purchase but also in the way they are presented and delivered to them as an experience, it is never enough to highlight the importance of the frontline employees (FLEs) in the hotel industry who deliver essential services to customers to elevate satisfaction and loyalty [6][7][8][9][10].…”

Section: Introductionmentioning

confidence: 99%

A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

Chung

Quan

Koo

et al. 2021

IJERPH

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The study investigates the impact of customer incivility, job stress, perceived supervisor support, and perceived co-worker support on the turnover intention of frontline employees. A survey-questionnaire approach was used to collect the point of view of frontline employees that work in five-star hotels in a metropolitan city of Korea. Four independent variables that were extracted from valid theoretical backgrounds along with four demographic variables were used in the study. The regression analysis was conducted to test the hypotheses, which revealed that job stress directly affected the employees’ desires to leave their organization. It also showed that perceived supervisor support mitigates employee turnover, and there were significant correlations between turnover intention with the employees’ marital status and job position. Gender and years of service did not affect the employees’ thinking of quitting their job. Our findings help hotel entrepreneurs better understand how to deal with customer incivility and employee job stress, and better comprehend the factors that minimize employees’ negative behaviors for the organization.

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“…Our new products/services improve corporate image ∞ ∞ ~ Item deleted due to poor factor loading Discriminant validity is also another important consideration when conducting studies of this nature. This is to ensure that the measurement items strictly measure their respective constructs, and not other construct in the model (Bamfo et al, 2018). We checked for discriminant validity by comparing the squared-root of the AVEs (√AVEs) with the inter-correlation scores.…”

Section: Reliability and Validity Of The Constructsmentioning

confidence: 99%

Enhancing the Innovation Performance of Small and Medium-Sized Enterprises Through Network Embeddedness

Pomegbe

Dogbe

et al. 2020

JOC

Self Cite

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Based on Resource Based Theory (RBT), the competitiveness of Small and Medium-sized Enterprises (SMEs) depends on the uniqueness of resources used in the production and delivering of goods and services. Moreover, the innovation capability of SMEs is critical in enhancing their uniqueness. Various factors, however, could potentially influence SME innovation performance. This present study thus focuses on how SME innovation performance could be enhanced through the three dimensions of network embeddedness (relational, structural and cognitive). Founded on Resource Dependency Theory (RDT), the study seeks to demonstrate how SMEs could tap into the rich external resources within the networks they are embedded in. The study was based on 388 SMEs selected using a purposive sampling technique. A structured questionnaire was used for the data collection, with the data analyzed by structural equation modeling performed in Amos (v.20). The findings revealed that relational, structural and cognitive embeddedness had a positive effect on innovation performance, while structural embeddedness had the greatest impact on SME innovation performance. As such, SMEs seeking to improve their innovation performance through networks should pay critical attention to the network tie and density. Past studies on network embeddedness and innovation performance have shown conflicting results, and therefore this present study makes a notable contribution to the ongoing debate. Past studies have indicated a positive, negative, inverted u-shape, and even no significant relationship at all between the various dimensions of network embeddedness and innovation performance.

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Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction

Cited by 62 publications

References 80 publications

Müşteri Sözlü Saldırganlığının Çalışanların İşten Ayrılma Niyeti Üzerine Etkisi: Duygusal Tükenmenin Aracılık Rolü

Müşteri Sözlü Saldırganlığının Çalışanların İşten Ayrılma Niyeti Üzerine Etkisi: Duygusal Tükenmenin Aracılık Rolü

A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

Enhancing the Innovation Performance of Small and Medium-Sized Enterprises Through Network Embeddedness

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