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The Role of Emotions on Frontline Employee Turnover Intentions

Title
The Role of Emotions on Frontline Employee Turnover Intentions
Author
박정근
Keywords
JOB-SATISFACTION; ORGANIZATIONAL COMMITMENT; CUSTOMER ORIENTATION; LABOR; GENDER; MULTILEVEL; EXPRESSION; INAUTHENTICITY; CONSEQUENCES; INTELLIGENCE
Issue Date
2017-03
Publisher
ROUTLEDGE JOURNALS
Citation
THE ASSOCIATION OF MARKETING THEORY AND PRACTICE, v. 25, no. 1, page. 57-68
Abstract
The role of employee's emotions are examined as influencers of job satisfaction, affective organizational commitment, and turnover intentions within a frontline employee context. Using a sample of 126 retail employees, structural equation modeling is used to test the theoretically developed model. Findings suggest that deep acting emotions and emotional exhaustion significantly impact job satisfaction, whereas both deep acting emotions and job satisfaction predict affective organizational commitment. When predicting turnover intentions, surface and deep acting emotions, along with emotional exhaustion, each significantly impact turnover intentions; however, neither job satisfaction nor affective organizational commitment are significant predictors.
URI
https://www.tandfonline.com/doi/full/10.1080/10696679.2016.1235960https://repository.hanyang.ac.kr/handle/20.500.11754/113174
ISSN
1069-6679; 1944-7175
DOI
10.1080/10696679.2016.1235960
Appears in Collections:
GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > BUSINESS ADMINISTRATION(경영학과) > Articles
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