Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industry
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industry
Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industry
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTIONA Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industryALEXHAUSTION AND TURNOVER INTENTION:AN EMPIRICAL STUDY OF GROUND SERVICESTAFF IN VIETNAMESE AVIATION INDUSTRYMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2015https: //k hot h u vien .comUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUS Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industryTOMER VERBALAGGRESSION ON EMPLOYEE EMOTIONALEXHAUSTION AND TURNOVER INTENTION:AN EMPIRICAL STUDY OF GROUND SERVICE STAFF IN VIETNAMESE AVIATION INDUSTImpact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industry
RYID: 22130082MASTER OF BUSINESS (Honours)SUPERVISOR: Dr. NGUYEN THI NGUYET QUEHo Chi Minh City - Year 2015ACKNOWLEDGEMENTFirstly, I would like to expUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTIONA Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industryport, valuable comments, instructions through my thesis.Secondly, I am sincerely thankful to Professor Nguyen Dinh Tho, Dr. Nguyen Thi Mai Trang, and Dr. Tran Ha Minh Quan as proposal examination committee. Their comments and meaningful suggestions significantly contribute to this research completio Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industryn.Finally, my special gratitude is extended to all instructors and staffs of International School of Business - University of Economics Ho Chi Minh CiImpact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industry
ty for their teaching and guidance during my master course.ABSTRACTThe purpose of this research is to investigate the impacts of customer verbal aggreUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTIONA Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industrya survey on employees from ground customer service in Noi Bai International Airport, Da Nang International Airport, and Tan Son Nhat International Airport. The findings of this research showed significant and positive effects of customer verbal aggression on emotional exhaustion and turnover intenti Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industryon. Furthermore, the research found that customer verbal aggression positively relates on stress appraisal; negative affectivity positively relates toImpact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industry
customer verbal aggression and stress appraisal of customer verbal aggression, as well as stress appraisal of customer verbal aggression positively rUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTIONA Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industrytion should consider and encourage employees’ spirit to be motivated and inspired in their job. Additionally, the organization should have solution to minimize the verbal attack of customers to employees.Key words: customer verbal aggression, negative affectivity, stress appraisal, emotional exhaust Impact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industryion, turnover intentionitLIST OF ABBREVIATIONSIATA: International Air Transport AssociationEFA: Exploratory' Factor AnalysisCFA: Confirmatory Factor AImpact of customer verbal aggression on employee emotional exhaustion and turnover intention an emprical study of ground service staff in vietnamese aviation industry
nalysisSEM: Structural Equation ModelingUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTIONAUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTIONAGọi ngay
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