Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
Purpose—The study aims to examine the mediating role of frontline employee job satisfaction in the relationship between abusive customer behaviour and employee turnover intentions in the banking industry. Design/Methodology/Approach—The study sampled 186 frontline employees from 10 banks in the Asha...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2018-01-01
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| Series: | Cogent Business & Management |
| Subjects: | |
| Online Access: | http://dx.doi.org/10.1080/23311975.2018.1522753 |