Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.14279/23258
DC FieldValueLanguage
dc.contributor.authorKashif, Muhammad-
dc.contributor.authorZarkada, Anna K.-
dc.contributor.authorThurasamy, Ramayah-
dc.date.accessioned2021-10-18T07:38:03Z-
dc.date.available2021-10-18T07:38:03Z-
dc.date.issued2017-
dc.identifier.citationPersonnel Review, 2017, vol. 46, no. 8, pp. 1672 - 1688en_US
dc.identifier.issn00483486-
dc.identifier.urihttps://hdl.handle.net/20.500.14279/23258-
dc.description.abstractPurpose: The episodes of customer rage with employees during service encounters are common and adversely affect the long-term commitment of employees with an organization. The service organizations, in an effort to control employee turnover, are striving hard but have failed. There are a wide variety of studies that address employee turnover but the research which encapsulates a combined effect of perceived justice and organizational pride to study exhaustion-turnover path are almost scant. The purpose of this paper is to explore the effects of customer aggression on the frontline food service managers’ emotional exhaustion and turnover intentions. The mitigating effects of perceived distributive justice and emotional organizational pride are also investigated. Design/methodology/approach: Survey data were collected from 250 frontline employees of global fast food chain outlets located in the city of Lahore, Pakistan. The data were analyzed using structural equation modeling by AMOS. Findings: The customer aggression is found to influence emotional exhaustion which in turn reduces job satisfaction and increases turnover intentions among frontline food service managers. The mitigating effects of distributive justice on the customer aggression to emotional exhaustion path and of emotional organizational pride on the job satisfaction to turnover intentions path are confirmed. Practical implications: The results reveal importance of maintaining a supportive and justice-oriented organizational culture. Rewarding frontliners, celebrating the organizational successes that build pride, and acknowledging the emotional burden misbehaving customers place on employees are identified as shields to guard against employee dissatisfaction and turnover. Originality/value: The turnover intentions resulting from the emotional exhaustion caused by customer aggression in the global fast food industry is studied for the first time. Furthermore, the inclusion of distributive justice and emotional organizational pride as cognitive and affective factors that reduce the effects of customer aggression on frontliners is unique to this study.en_US
dc.formatpdfen_US
dc.language.isoenen_US
dc.relation.ispartofPersonnel Reviewen_US
dc.rights© Emeralden_US
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectPakistanen_US
dc.subjectDistributive justiceen_US
dc.subjectEmotional exhaustionen_US
dc.subjectFast fooden_US
dc.subjectFood service managersen_US
dc.subjectCustomer aggressionen_US
dc.subjectEmotional prideen_US
dc.titleCustomer aggression and organizational turnover among service employees: The moderating role of distributive justice and organizational prideen_US
dc.typeArticleen_US
dc.collaborationGIFT Universityen_US
dc.collaborationAthens University of Economics and Businessen_US
dc.collaborationUniversiti Sains Malaysiaen_US
dc.subject.categoryEconomics and Businessen_US
dc.journalsSubscriptionen_US
dc.countryPakistanen_US
dc.countryGreeceen_US
dc.countryMalaysiaen_US
dc.subject.fieldSocial Sciencesen_US
dc.publicationPeer Revieweden_US
dc.identifier.doi10.1108/PR-06-2016-0145en_US
dc.identifier.scopus2-s2.0-85034948564-
dc.identifier.urlhttps://api.elsevier.com/content/abstract/scopus_id/85034948564-
dc.relation.issue8en_US
dc.relation.volume46en_US
cut.common.academicyear2016-2017en_US
dc.identifier.spage1672en_US
dc.identifier.epage1688en_US
item.openairecristypehttp://purl.org/coar/resource_type/c_6501-
item.openairetypearticle-
item.cerifentitytypePublications-
item.grantfulltextnone-
item.languageiso639-1en-
item.fulltextNo Fulltext-
crisitem.journal.journalissn0048-3486-
crisitem.journal.publisherEmerald-
crisitem.author.deptDepartment of Communication and Marketing-
crisitem.author.facultyFaculty of Communication and Media Studies-
crisitem.author.orcid0000-0002-9382-6412-
crisitem.author.parentorgFaculty of Communication and Media Studies-
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