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 20142UNIVERSITY OF ECONOMICS HO CHI MINHCITYInternational School of BusinessLE HA THUINFLUENCE OF PROBLEMATIC CUSTOMERS ON EMPLOYEE’S EMOTIONAL EXHAUSTION AND TURNOVER INTENTIONSID: 22120032MASTER OF BUSINESS (Honours) SUPE Influence of problematic customers on employees emotional exhaustion and turnover intentionsRVISORS: PROF. DR. NGUYEN DONG PHONGHo Chi Minh City - Year 2014https://khothuvien.coni3ABSTRACTBasically, the research not only examines the effect oInfluence of problematic customers on employees emotional exhaustion and turnover intentions
f problematic customers verbally and nonverbally on employees, which can lead to job dissatisfaction and turnover intention, but also to see if perceiUNIVERSITY 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 intentionsnbach’s alpha reliability analysis, F.FA and multiple regression analysis function was used Io have the most accurate data.rhe study results illustrate strong interactions of bolb abusive and unreasonably demanding customers with employees’ emotional exhaustion. Il also proves that affecting emotion Influence of problematic customers on employees emotional exhaustion and turnover intentionsal side of staffs could lead to job satisfaction and turnover intention simultaneously. Fortunately, perceived organizational justice negatively moderInfluence of problematic customers on employees emotional exhaustion and turnover intentions
ates the relationship between unreasonably demanding c ustomers and emotional exhaustion of employees. Overall, the results help managers to view lhe 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 intentionsin general and fair and sensible 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, tu Influence of problematic customers on employees emotional exhaustion and turnover intentionsrnover intention, perceived organizational justice.TABLE OF CONTENTSchapter 1.........................................................................Influence of problematic customers on employees emotional exhaustion and turnover intentions
............................8INTRODUCTION..................................................................................................81.1ResearcUNIVERSITY 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......................................................101.3Research objectives...................................................................................111.4Research scope........................................................................................111.5Research contributions and Influence of problematic customers on employees emotional exhaustion and turnover intentionsimplications...............................................................111.6Structure of the thesis...............................................Influence of problematic customers on employees emotional exhaustion and turnover intentions
................................11Chapter 2....................................................................................................13LITERUNIVERSITY 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.............................................................132.1.1Problematic customers..............................................................................132.1.2Problematic customers and Emotional exhaustion.....................................................142.1.3Emotional exhaustion Influence of problematic customers on employees emotional exhaustion and turnover intentions and Turnover intentions for customer-related activities.......................15UNIVERSITY 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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