an article by Miriam Dishon-Berkovits (Ono Academic College, Kiryat Ono, Israel) published in Journal of Career Development Volume 45 Issue 5 (October 2018)
Abstract
This study explores how job-burnout dimensions—emotional exhaustion, cynicism, and personal accomplishment—relate to distributive justice and stress.
Questionnaire data were collected in a cross-sectional design from 90 information technology professionals. Structural equation modeling analysis indicated that low levels of perceived justice are associated with higher exhaustion.
Next, a parallel mechanism unfolds: High levels of exhaustion are directly related to low levels of personal accomplishment. At the same time, high levels of exhaustion are associated with high levels of cynicism, which are associated with higher levels of self-accomplishment.
These findings are consistent with theories, suggesting that employees may utilize cynicism as a defense mechanism in an attempt to protect the self. Cynicism also mediated the relationship between stress and personal accomplishment. Cynicism may help employees cope with exhaustion and stress and thus may protect their sense of self-worth.
Theoretical and applied implications for organizations, career development, and counseling are discussed.
Showing posts with label distributive_justice. Show all posts
Showing posts with label distributive_justice. Show all posts
Wednesday, 17 October 2018
Saturday, 30 December 2017
Customer aggression and organizational turnover among service employees: The moderating role of distributive justice and organizational pride
an article by Muhammad Kashif (GIFT University, Gujranwala, Pakistan), Anna Zarkada (Athens University of Economics and Business, Greece) and Ramayah Thurasamy (Universiti Sains Malaysia, Minden, Malaysia) published in Personnel Review Volume 46 Issue 8 (2017)
Abstract
Purpose
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.
Abstract
Purpose
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.
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