Luận văn thạc sĩ 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: Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry
Luận văn thạc sĩ 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 EMOTION Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry ALEXHAUSTION AND TURNOVER INTENTION: AN EMPIRICAL STUDY OF GROUND SERVICE STAFF IN VIETNAMESE AVIATION INDUSTRYMASTER OF BUSINESS (Honours)Ho Chi Minh City- Year 2015UNIVERSITY OF ECONOMICS no CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry EMPLOYEE EMOTIONALEXHAUSTION AND TURNOVER INTENTION: AN EMPIRICAL STUDY OF GROUND SERVICE STAFF IN VIETNAMESE AVIATION INDUSTRYID: 22130082MASTER OF BLuận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry
USINESS (Honours)SUPERMSOR; Dr. NGUYEN THI NGUYET ỌUEHo Chi Minh City Year 2015ACKNOWLEDGEMENTFirstly. I would like to express my great gratitude to mUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTION Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry tructions 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 completion.Finally, my special gratit Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry ude is extended to all instructors and staffs of International School of Business - University of Economics Ho Chi Minh City for their teaching and guLuận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry
idance during my master course.ABSTRACTÌ he purpose of this researeh is to investigate the impacts of customer verbal aggression to emotional exhaustiUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTION Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry m ground customer service in Noi Bai International Airport. Da Nang International Aữport, and Tan Son Nliat International Airport. The findings of this research showed significant and positive effects of customer verbal aggression on emotional exhaustion and turnover intention, furthermore, the rese Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry arch found that customer verbal aggression positively relates on stress appraisal: negative affectivity positively relates to customer verbal aggressiLuận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry
on and stress appraisal of customer verbal aggression, as well as stress appraisal of customer verbal aggression positively relates to turnover intentUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTION Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry 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 afjectivity, stress appraisal, emotional exhaustion, turnover intentionii Luận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry LIST OF ABBREVIATIONSIATA: International Air Transport AssociationEFA: Exploratory Factor AnalysisCFA: Confirmatory Factor AnalysisSEM: Structural EquLuận văn thạc sĩ impact of customer verbal aggression on employee emotional exhaustion and turnover intention, an emprical study of ground service staff in vietnamese aviation industry
ation ModelingCVA: Customer verbal aggressionEMO: Emotional exhaustionTOI: Turnover intentionUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTION UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Tran Thuy TrangIMPACT OF CUSTOMER VERBALAGGRESSION ON EMPLOYEE EMOTIONGọi ngay
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