You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence on employee turnover

Abstract

Purpose

The purpose of this paper is to investigate the combined effects of customer aggression, job stress, and emotional intelligence (EI) on job satisfaction and organizational turnover among managers from a developing country, i.e. Pakistan.

Design/methodology/approach

Data are collected from 230 respondents working as bank managers in Pakistan by means of a cross-sectional survey. The collected data are analyzed by employing a structural equation modeling (SEM) technique.

Findings

The employees perceive that job stress positively influences emotional exhaustion among employees. Furthermore, EI negatively influences job exhaustion to minimize the potential to lead it through to organizational turnover.

Originality/value

The combined effects of customer- and organization-related elements have been scarcely investigated – the heart and soul of contribution regarding this research. The moderation of EI to lessen the emotional exhaustion is a significant contribution to this study. Finally, the context of Pakistan’s banking sector is also unique to this study.

Citation

Kashif, M., Braganca, E., Awang, Z. and Cyril De Run, E. (2017), "You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence on employee turnover", Journal of Management Development, Vol. 36 No. 7, pp. 899-914. https://doi.org/10.1108/JMD-06-2016-0095