The effect of a caring climate on frontline employees’ turnover intention in the service industry: a serial multiple mediation model

Namin, Boshra Hejraty; Marnburg, Einar; Dagsland, Åse Helene Bakkevig

doi:10.1080/15022250.2022.2047778

Cited by 10 publications

(2 citation statements)

References 75 publications

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“…Lee et al's (2021) research on teachers also found a positive relationship between emotional exhaustion and turnover intention [76]. These results are consistent with Lee et al (2019), Namin et al (2022) [73,77]. However, Natalin et al (2021) found that the influence of emotional exhaustion on turnover intention was not significant [78].…”

Section: Emotional Exhaustion and Turnover Intentionmentioning

confidence: 68%

Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

Zhu,

Park,

et al. 2023

Sustainability

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Turnover is a costly and time-consuming expense, especially for service industry businesses. To date, little is known about whether and how emotional labor may activate employee turnover intention in the service industry. In order to solve the above problems and fill the gaps, this study aimed to verify how emotional labor can trigger turnover intention during the COVID-19 pandemic. Based on job characteristics theory and job demands–resources theory, this study examined whether emotional display rules and emotional labor strategies affect turnover intention brought on by emotional exhaustion and job dissatisfaction, with fear of COVID-19 as a moderator. After testing our hypotheses using a sample of 623 individuals from China’s service industry, this study found that emotional display rules (positive and negative display rules) are significantly related to emotional labor strategies (deep acting, expression of naturally felt emotions, and surface acting). In particular, positive display rules have a positive impact on deep acting and the expression of naturally felt emotions and are more closely related to the expression of naturally felt emotions. Negative display rules negatively affect surface acting. Moreover, emotional labor strategies correlate significantly with emotional exhaustion, job satisfaction/dissatisfaction, and subsequent turnover intention. Thus, deep acting and the expression of naturally felt emotions are related to low emotional exhaustion and high job satisfaction, while surface acting is related to high emotional exhaustion and low job satisfaction. Emotional exhaustion has a negative effect on job satisfaction and a positive effect on turnover intention. Job satisfaction significantly weakens turnover intention. In addition, fear of COVID-19 has a moderating effect on the relationship between job satisfaction and turnover intention. The group with a high fear of COVID-19 has higher turnover intention even in job satisfaction situations than the group with a low fear of COVID-19. This work advances emotional labor research by combining two dimensions of emotional display rules and three dimensions of emotional labor strategies into a framework, investigating the mechanism through which emotional labor influences turnover intention, and revealing the moderating effect of fear of COVID-19 in the process.

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Section: Emotional Exhaustion and Turnover Intentionmentioning

confidence: 68%

Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

Zhu,

Park,

et al. 2023

Sustainability

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“…Moreover, depersonalization can lead to resource depletion, as individuals may feel that their efforts are futile or not appreciated. A caring climate can mitigate this sense of resource loss by demonstrating that the organization values and respects its employees (Namin et al, 2022). When employees perceive that their contributions are acknowledged and rewarded, they are less likely to experience resource depletion and, consequently, are more inclined to engage in OCB.…”

Section: Resilience As a Mediatormentioning

confidence: 99%

How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate

Lee,

Gong

2023

JSM

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Purpose Drawing on the conservation of resources theory, this study aims to identify the mediating effects of depersonalization and resilience on the relationship between customer incivility and organizational citizenship behavior (OCB). It further posits that these indirect effects vary depending on the caring climate and achievement orientation. Design/methodology/approach A field survey among 622 service employees (Study 1) and a three-wave field survey of 315 service employees and their managers (Study 2) from various service organizations were conducted. Findings This study confirms that depersonalization operates as a negative mediator in the relationship between customer incivility and OCB. Simultaneously, resilience emerges as a positive mediator, underscoring the contrasting pathways through which customer incivility affects OCB. Furthermore, a caring climate plays a pivotal role in mitigating the detrimental impact of depersonalization on OCB and weakening the positive impact of resilience on OCB. Additionally, this study identifies achievement orientation as a significant moderator between customer incivility and resilience. Originality/value This study advances theoretical foundations by investigating depersonalization and resilience as critical mediators in the intricate relationship between customer incivility and OCB. It goes beyond the conventional understanding of customer incivility’s impact by shedding light on the dual roles of a caring climate, demonstrating its potential to alleviate both positive and negative consequences of customer incivility. Moreover, its identification of achievement orientation as a moderator adds a novel dimension to the discourse, emphasizing the need for tailored strategies to harness employee resilience in the face of customer incivility.

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The Effect of Coworker Incivility on Knowledge Sharing: The Roles of Interpersonal Justice and Communion Striving

Wang

Peng

et al. 2023

Occup Health Sci

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The effect of a caring climate on frontline employees’ turnover intention in the service industry: a serial multiple mediation model

Cited by 10 publications

References 75 publications

Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate

The Effect of Coworker Incivility on Knowledge Sharing: The Roles of Interpersonal Justice and Communion Striving

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