Influence of Customer Verbal Aggression on Turnover Intention

DOI

10.2991/ssemse-15.2015.489How to use a DOI?

Keywords

Customer verbal aggression; Turnover intention; Emotional labor strategy

Abstract

Customer misbehaviors directed against service providers results in negative emotional responses and work withdrawal behavior for service workers. This study examined several relationships pertaining to customer verbal aggression, employee emotional labor strategies, and turnover intention. Results of hierarchical linear models revealed that employee turnover intention increased when an employee encountered customer verbal aggression; however, both surface acting and deep acting mediated this effect.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Xiaoyan Li
PY  - 2015/11
DA  - 2015/11
TI  - Influence of Customer Verbal Aggression on Turnover Intention
BT  - Proceedings of the 2015 International Conference on Social Science, Education Management and Sports Education
PB  - Atlantis Press
SP  - 1918
EP  - 1920
SN  - 2352-5398
UR  - https://doi.org/10.2991/ssemse-15.2015.489
DO  - 10.2991/ssemse-15.2015.489
ID  - Li2015/11
ER  -