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Influence of problematic customers on employees emotional exhaustion and turnover intentions

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Nội 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 Busin

essLE 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 intentions

ORS: PROF. DR. NGUYEN DONG PHONGHo Chi Minh City - Year 20143ABSTRACTBasically, the research not only examines the effect of problematic customers ver

Influence 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 b

oth 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 intentions

ad to job satisfaction and turnover intention simultaneously. Fortunately, perceived organizational justice negatively moderates the relationship betw

Influence 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 from

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 intentionssible working procedure in specific to balance customer-employee relationship. Although there are some limitations in the paper, valuable directions f

or 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 implic

ations..........................................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 EXHAUSTION

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATIC CUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTION

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