The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions
| Autor: | Emin Babakus, Ugur Yavas, Aliosha Alexandrov |
|---|---|
| Rok vydání: | 2007 |
| Předmět: |
Organizational Behavior and Human Resource Management
ComputingMilieux_THECOMPUTINGPROFESSION Sociology and Political Science media_common.quotation_subject 05 social sciences 050401 social sciences methods Affective events theory Structural equation modeling 0504 sociology Perception 0502 economics and business Business Social psychology 050203 business & management Information Systems media_common |
| Zdroj: | Journal of Service Research. 9:356-371 |
| ISSN: | 1552-7379 1094-6705 |
| Popis: | This study develops and tests a turnover intentions model, which examines the effects of frontline employees' perceptions of management concern for employees and customers on turnover intentions, mediated by job satisfaction and affective organizational commitment. Using this model as a framework, the authors explore the role of employment status (full-time vs. part-time) as a moderator of the aforementioned relationships. The results indicate that perceived management concern for employees and customers has significant effects on employees' turnover intentions. Employment status moderates the relationships between perceived management concern for employees and affective organizational commitment, perceived management concern for customers and job satisfaction, and affective organizational commitment and turnover intentions. Implications of the findings are discussed and future research avenues are offered. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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