The role of organizational justice and job satisfaction in mitigating turnover intention of emotionally exhausted employees: evidence from Vietnam

IF 1.6 Q2 Business, Management and Accounting Evidence-based HRM-A Global Forum for Empirical Scholarship Pub Date : 2022-08-23 DOI:10.1108/ebhrm-06-2021-0115
P. Nguyen, N. P. Nguyen, Lam D. Nguyen, Thu Ha Le
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Abstract

PurposeThis study examines employee emotional exhaustion and turnover intention as the consequences of problematic customer behaviors and tests the role of perceived organizational justice and job satisfaction in mitigating these consequences.Design/methodology/approachA four-hypothesis model was tested using partial least squares structural equation modeling (PLS-SEM) based on a two-phase survey of 369 frontline services employees in Vietnam with a three-month time lag.FindingsThe study shows that abusive and unreasonably demanding customer behaviors have positive effects on emotional exhaustion, which, in turn, reduces job satisfaction and, subsequently, turnover intention. It also reveals that organizational justice mechanisms attenuate the positive association between emotional exhaustion and turnover intention. Job satisfaction indirectly mitigated the turnover intention of emotionally exhausted employees who had to deal with problematic customer behaviors, especially in the service sector in Vietnam, an emerging market.Originality/valueBuilding upon the social exchange theory (SET) and the conservation of resources theory (COR), this study extended the research on organizational justice with respect to emotional exhaustion in the customer service sector that received less attention previously. Rather than merely focusing on the interpersonal factors (e.g. respect and sensitivity) as organizational support does, organizational justice encompasses employees' perception of fairness of outcome and the whole process in an organization to reach decisions.
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组织公平和工作满意度在减轻情绪疲惫员工离职意向中的作用:来自越南的证据
目的本研究考察了员工情绪衰竭和离职意向作为问题客户行为的后果,并测试了感知的组织公平和工作满意度在减轻这些后果中的作用。设计/方法/方法基于对越南369名一线服务员工的两阶段调查,使用偏最小二乘结构方程建模(PLS-SEM)对四假设模型进行了测试,时间滞后三个月。研究结果表明,虐待和无理要求的客户行为对情绪衰竭有积极影响,情绪衰竭反过来会降低工作满意度,进而降低离职意愿。研究还表明,组织正义机制削弱了情绪衰竭与离职意向之间的正相关关系。工作满意度间接降低了情绪疲惫的员工的离职意愿,这些员工不得不处理有问题的客户行为,尤其是在越南这个新兴市场的服务业。独创性/价值本研究在社会交换理论(SET)和资源保护理论(COR)的基础上,扩展了以前较少关注的客户服务部门关于情绪衰竭的组织正义的研究。组织公正不仅仅像组织支持那样关注人际因素(如尊重和敏感性),而是包括员工对结果公平性的感知以及组织决策的整个过程。
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来源期刊
CiteScore
2.70
自引率
6.20%
发文量
39
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