Influence of problematic customers on employees emotional exhaustion and turnover intentions
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Influence of problematic customers on employees emotional exhaustion and turnover intentions
Influence of problematic customers on employees emotional exhaustion and turnover intentions
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATIC CUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTION Influence of problematic customers on employees emotional exhaustion and turnover intentionsN AND TURNOVER INTENTIONSMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2014UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATICCUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTION ANDTURNOVER INTENTIONSID:22120032MASTER OF BUSINESS (Honours)SUPERVIS Influence of problematic customers on employees emotional exhaustion and turnover intentionsORS: PROF. DR. NGUYEN DONG PHONGHo Chi Minh City - Year 20143ABSTRACTBasically, the research not only examines the effect of problematic customers verInfluence of problematic customers on employees emotional exhaustion and turnover intentions
bally and nonverbally on employees, which can lead to job dissatisfaction and turnover intention, but also to sec if perceived organizational justice UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATIC CUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTION Influence of problematic customers on employees emotional exhaustion and turnover intentionsanalysis. El A and multiple regression analysis function was used to have the most accurate data.rhe study results illustrate strong interactions of both abusive and unreasonably demanding customers with employees' emotional exhaustion. Il also proves that affecting emotional side of staffs could le Influence of problematic customers on employees emotional exhaustion and turnover intentionsad to job satisfaction and turnover intention simultaneously. Fortunately, perceived organizational justice negatively moderates the relationship betwInfluence of problematic customers on employees emotional exhaustion and turnover intentions
een unreasonably demanding customers and emotional exhaustion of employees. Overall, the results help managers to view the organizational dynamic fromUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATIC CUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTION Influence of problematic customers on employees emotional exhaustion and turnover intentionssible working procedure in specific to balance customer-employee relationship. Although there are some limitations in the paper, valuable directions for future and further researches are available.Key words: problematic customers, emotional exhaustion, job satisfaction, turnover intention, perceived Influence of problematic customers on employees emotional exhaustion and turnover intentions organizational justice.4TABLE OF CONTENTSChapter 1...............................................................................8INTRODUCTION.......Influence of problematic customers on employees emotional exhaustion and turnover intentions
.....................................................................81.1Research background..........................................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATIC CUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTION Influence of problematic customers on employees emotional exhaustion and turnover intentions..........................111.4Research scope...................................................................111.5Research contributions and implications..........................................111.6Structure of the thesis..........................................................11Chapter 2..... Influence of problematic customers on employees emotional exhaustion and turnover intentions.........................................................................13LITERATURE REVIEW AND HYPOTHESIS DEVELOPMENT...............................Influence of problematic customers on employees emotional exhaustion and turnover intentions
............132.1Theoretical background...........................................................132.1.1Problematic customers........................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATIC CUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTIONUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATIC CUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTIONGọi ngay
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