Abusive Customer Behavior And Frontline Employee Turnover Intentions In The Restaurant Industry: The Mediating Role Of Employee Satisfaction

Abstract

The study aimed to examine the mediating role of frontline employee job satisfaction in the relationship between abusive customer behavior and employee turnover intentions in the restaurant industry. The study also assesses the power imbalance between frontline employees (FLE) and customers in the restaurant. Assess the mechanisms underlying frontline employees' reactions to abusive consumer behavior and its impact on both frontline employee job satisfaction and turnover intentions within the restaurant industry.The survey data was conducted from twenty-five (25) restaurant industries within Kumasi. The respondents were employees and managers of the restaurants. Data was gathered through the administration of questionnaires. The analysis showed that the relationship between abusive customer satisfaction and frontline employee job satisfaction has a composite reliability of 2.126, which was statistically significant and confirmed that abusive customer behavior directly influences frontline employee job satisfaction in the restaurant industry. The results showed that, for restaurant employees, the abusive customer behaviour on turnover intention is insignificant, which means it does not influence turnover intention. Moreover, job satisfaction does not affect employee turnover intentions in the restaurant industry. Another interesting result is that power imbalance in the restaurant also indicated that it has a significant impact on employee job satisfaction and as well as job turnover intentions