What should you focus on when you hear the employees complain? Employee complaint as moderator of the relationship between empathy and turnover intention.
| Autor: | CHIH-HSUAN YU, 游知軒 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 Empathy is an important ability when people interact with others. In the workplace, the fact that people have to interact with coworkers is the reason why empathy is worthy to study from a management perspective. This study focused on how empathy influences turnover intention, and retrieved several concepts employees express in their complaints as moderators. A total of 172 valid questionnaires were analyzed to test moderation effects in this study. The results show that people who have lower scores on empathy and used more (1) impersonal pronouns and (2) discrepancy words in their work complaints reported lower levels on turnover intention. Furthermore, if those people focused on money-related words, they reported higher levels on turnover intention. By contrast, people who have higher scores on empathy and used more achievement-related words in their complaints reported lower levels on turnover intention. This study illustrates how retrieved concepts from employee complaints moderates the relationship between empathy and turnover intention. Because those retrieved concepts represent what employees care about in their expression, it can clarify how those concepts play a role of moderators. It is worth noting that empathy is not related to turnover intention. The relationship between empathy and turnover intention can be only observed when moderators are considered. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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