Title
The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions: Moderating Role of Employment Status
Document Type
Article
Publication Date
5-1-2007
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.
Citation Information
Alexandrov, Aliosha; Babakus, Emin; and Yavas, Ugur. 2007. The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions: Moderating Role of Employment Status. Journal of Service Research. Vol.9(4). 356-371. https://doi.org/10.1177/1094670507299378 ISSN: 1094-6705