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The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions: Moderating Role of Employment Status

Journal of service research : JSR, 2007-05, Vol.9 (4), p.356-371 [Peer Reviewed Journal]

Copyright SAGE PUBLICATIONS, INC. May 2007 ;ISSN: 1094-6705 ;EISSN: 1552-7379 ;DOI: 10.1177/1094670507299378

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  • Title:
    The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions: Moderating Role of Employment Status
  • Author: Alexandrov, Aliosha ; Babakus, Emin ; Yavas, Ugur
  • Subjects: Affect (Psychology) ; Behavior ; Customer retention ; Customer satisfaction ; Customer services ; Employee turnover ; Employment ; Hypotheses ; Impact analysis ; Internal customers ; Job satisfaction ; Perceptions ; Status ; Studies
  • Is Part Of: Journal of service research : JSR, 2007-05, Vol.9 (4), p.356-371
  • Description: 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.
  • Publisher: Los Angeles, CA: Sage Publications
  • Language: English
  • Identifier: ISSN: 1094-6705
    EISSN: 1552-7379
    DOI: 10.1177/1094670507299378
  • Source: Alma/SFX Local Collection
    ProQuest Central
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