The effect of a caring climate on frontline employees’ turnover intention in the service industry: a serial multiple mediation model

ABSTRACT Drawing upon ethical climate theory and conservation of resource theory, this study provides a theoretical model to explain the effect of a perceived caring climate in the workplace on the employees’ turnover intention through the serial multiple mediation of workplace incivility (caused by coworkers) and employees’ emotional exhaustion. A total of 291 frontline employees from the service industry in Norway participated in this study, and structural equation modeling (SEM) was used to analyze the data. The findings indicated that a caring climate has a significant negative effect on turnover intention. The mediating effect of coworker incivility was not supported in the multiple mediation model; however, it was supported if it was considered as the only mediator in the relationship between caring climate and turnover intention. Moreover, emotional exhaustion mediated the relationship between caring climate and turnover intention. The serial mediation effect of coworker incivility and emotional exhaustion was also supported in the relationship between caring climate and turnover intention. The results of this study enable managers to create a caring climate in the workplace and minimize the detrimental effects of incivility and turnover intention in the service industry.