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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Autores principales:	Bylon ABeeku Bamfo, Courage Simon Kofi Dogbe, Harry Mingle
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2018
Materias:	abusive customer misbehaviour employee satisfaction turnover intentions Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/ddb1df03fbb2468fa93e0ea35722761b
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spelling	oai:doaj.org-article:ddb1df03fbb2468fa93e0ea35722761b2021-12-02T14:35:48ZAbusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction2331-197510.1080/23311975.2018.1522753https://doaj.org/article/ddb1df03fbb2468fa93e0ea35722761b2018-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2018.1522753https://doaj.org/toc/2331-1975Purpose—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 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 conducted 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 effect on the relationship between abusive customer behaviour and employee turnover intentions in the banking industry. Originality/Value—In the banking industry, frontline employees such as tellers play a critical role as they serve as intermediaries between the banks and the public. However, empirical studies on the influence of customer behaviour on employees have largely concentrated on other sectors. Although literature supports the individual relationships among the variables studied, there existed a gap on the mediating role of employee satisfaction, especially in the banking sector.Bylon ABeeku BamfoCourage Simon Kofi DogbeHarry MingleTaylor & Francis GrouparticleabusivecustomermisbehaviouremployeesatisfactionturnoverintentionsBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 5, Iss 1 (2018)
institution	DOAJ
collection	DOAJ
language	EN
topic	abusive customer misbehaviour employee satisfaction turnover intentions Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	abusive customer misbehaviour employee satisfaction turnover intentions Business HF5001-6182 Management. Industrial management HD28-70 Bylon ABeeku Bamfo Courage Simon Kofi Dogbe Harry Mingle Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
description	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 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 conducted 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 effect on the relationship between abusive customer behaviour and employee turnover intentions in the banking industry. Originality/Value—In the banking industry, frontline employees such as tellers play a critical role as they serve as intermediaries between the banks and the public. However, empirical studies on the influence of customer behaviour on employees have largely concentrated on other sectors. Although literature supports the individual relationships among the variables studied, there existed a gap on the mediating role of employee satisfaction, especially in the banking sector.
format	article
author	Bylon ABeeku Bamfo Courage Simon Kofi Dogbe Harry Mingle
author_facet	Bylon ABeeku Bamfo Courage Simon Kofi Dogbe Harry Mingle
author_sort	Bylon ABeeku Bamfo
title	Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
title_short	Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
title_full	Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
title_fullStr	Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
title_full_unstemmed	Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
title_sort	abusive customer behaviour and frontline employee turnover intentions in the banking industry: the mediating role of employee satisfaction
publisher	Taylor & Francis Group
publishDate	2018
url	https://doaj.org/article/ddb1df03fbb2468fa93e0ea35722761b
work_keys_str_mv	AT bylonabeekubamfo abusivecustomerbehaviourandfrontlineemployeeturnoverintentionsinthebankingindustrythemediatingroleofemployeesatisfaction AT couragesimonkofidogbe abusivecustomerbehaviourandfrontlineemployeeturnoverintentionsinthebankingindustrythemediatingroleofemployeesatisfaction AT harrymingle abusivecustomerbehaviourandfrontlineemployeeturnoverintentionsinthebankingindustrythemediatingroleofemployeesatisfaction
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Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction

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