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

Simple item page
dc.contributor.authorBamfo, Bylon ABeeku
dc.contributor.authorDogbe, Courage Simon Kofi
dc.contributor.authorMingle, Harry
dc.date.accessioned2023-11-22T13:05:07Z
dc.date.available2023-11-22T13:05:07Z
dc.date.issued2018-09-17
dc.description.abstractThe 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 Ashanti Region of Ghana. The data analysis software used was STATA. The main method of data analysis was structural equation modelling; however, a confirmatory factor analysis was first conducted to check for the validity and reliability of the research instrument. A mediation analysis was finally con ducted and confirmed using Sobel test. Findings—The study revealed that abusive customer behaviour has a negative and significant effect on frontline employee satisfaction in the banking sector. Frontline employee satisfaction also has a negative and significant effect on employee turnover intention in the banking industry. Abusive customer behaviour has a positive and significant effect on frontline employee turnover intentions in the banking sector. Frontline employee satisfaction also has a partial mediating
dc.identifier.citationBamfo, B. A., Dogbe, C. S. K., & Mingle, H. (2018). Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction. Cogent Business & Management, 5(1), 1522753.
dc.identifier.urihttps://ir.aamusted.edu.gh/handle/123456789/784
dc.language.isoen
dc.publisherCogent Business & Management
dc.titleAbusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
dc.typeArticle
Files
Original bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
Abusive customer behaviour and frontline employee turnover intentions in the banking industry The mediating role of employee satisfaction.pdf
Size:
1.28 MB
Format:
Adobe Portable Document Format
Description:
Download
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed to upon submission
Description:
Download
Collections
Department of Management Education