Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction

Purpose—The study aims to examine the mediating role of frontline employee job satisfaction in the relationship between abusive customer behaviour and employee turnover intentions in the banking industry. Design/Methodology/Approach—The study sampled 186 frontline employees from 10 banks in the Asha...

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Autors principals:	Bylon ABeeku Bamfo, Courage Simon Kofi Dogbe, Harry Mingle
Format:	Artigo
Idioma:	Inglês
Publicat:	Taylor & Francis Group 2018-01-01
Col·lecció:	Cogent Business & Management
Matèries:	abusive customer misbehaviour employee satisfaction turnover intentions
Accés en línia:	http://dx.doi.org/10.1080/23311975.2018.1522753
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