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Journal of Marketing Theory and Practice Volume 25, 2017 - Issue 1
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Original Articles

The Role of Emotions on Frontline Employee Turnover Intentions

Yoon-Na ChoAssistant Professor of Marketing, School of Business, Villanova University, Villanova, PA, [email protected]
,
Brian N. RutherfordAssociate Professor of Marketing and Professional Sales, Coles College of Business, Kennesaw State University, Kennesaw, GA, [email protected]
,
Scott B. FriendAssistant Professor of Marketing, Farmer School of Business, Miami University, Oxford, OH, USA, [email protected]
,
G. Alexander HamwiAssociate Professor of Marketing, College of Business, Missouri State University, Springfield, MO, USA, [email protected]
&
JungKun ParkProfessor, School of Business, Hanyang University, Seoul, Republic of Korea, [email protected]
Pages 57-68 | Published online: 06 Dec 2016

Citations (27)

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Breanne A. Mertz, Jennifer A. Locander, Barron W. Brown & William B. Locander. (2023) Dignity in the workplace: a frontline service employee perspective. Journal of Marketing Theory and Practice 0:0, pages 1-16.
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Muhammad Kashif & Maduka Udunuwara. (2023) Redefining brand globalness: an interpretive inquiry. Journal of Marketing Theory and Practice 0:0, pages 1-16.
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Islam Elbayoumi Salem, Haidar Abbas, Mohamed Mousa, Hassan Aideed & Ahmed Mohamed Elbaz. (2023) Does dysfunctional customer behavior really impact the turnover intention of hotel guest-contact employees? The role of wisdom leadership and job embeddedness. Journal of Hospitality Marketing & Management 32:2, pages 150-173.
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Emily C. Tanner, Rhett Epler & John F. Tanner. (2022) Masking the Role or Masking the Toll? The Effects of Career Fit on Salesperson Burnout. Journal of Business-to-Business Marketing 29:3-4, pages 335-352.
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Quynh Tran Xuan, My Dang Van & Nadine Tournois. (2022) The effects of café servicescape on employee job satisfaction-centered on social interaction, job experience and emotional experience: A study in Vietnam. Journal of Human Resources in Hospitality & Tourism 21:2, pages 197-225.
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Praneet Randhawa & Hannah S. Lee. (2021) The Roles of Workplace Friendship and Supervisory Interactional Justice in the Relationship between Workplace Envy and Service Outcomes. Services Marketing Quarterly 42:1-2, pages 20-37.
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N. Sharon Hill, Hongping Zhang, Xiaomeng Zhang & Yang Ziwei. (2020) The Impact of Surface and Deep Acting on Employee Creativity. Creativity Research Journal 32:3, pages 287-298.
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Minjeong Kang & Minjung Sung. (2019) To leave or not to leave: the effects of perceptions of organizational justice on employee turnover intention via employee-organization relationship and employee job engagement. Journal of Public Relations Research 31:5-6, pages 152-175.
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Articles from other publishers (19)

Jeong Sik Kim & Hyun Jung Park. (2023) How Service Employees’ Mindfulness Links to Task Performance through Psychological Resilience, Deep Acting, and Customer-Oriented Behavior. Behavioral Sciences 13:8, pages 657.
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Valerie Good, Amy Greiner Fehl, Alexander C. LaBrecque & Clay Voorhees. (2023) Cultivating Resilience in Organizational Frontline Employees. Journal of Service Research 26:3, pages 405-421.
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Sandra Castro-González, Belén Bande & Guadalupe Vila-Vázquez. (2022) How corporate social responsibility explains salespeople’s job performance: the influence of responsible leadership. Social Responsibility Journal 19:6, pages 1068-1084.
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Jovi Sulistiawan, Massoud Moslehpour & Pei-Kuan Lin. (2022) Linking Passion for Work and Emotional Exhaustion in Indonesian Firefighters: The Role of Work–Family Conflict. International Journal of Environmental Research and Public Health 19:22, pages 14629.
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Dhruba Kumar Gautam & Prakash Kumar Gautam. (2022) Occupational stress for employee turnover intention: mediation effect of service climate and emotion regulation. Asia-Pacific Journal of Business Administration.
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Chrysostomos Apostolidis, Anthony Devine & Abdul Jabbar. (2022) From chalk to clicks – The impact of (rapid) technology adoption on employee emotions in the higher education sector. Technological Forecasting and Social Change 182, pages 121860.
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Jennifer Loh, Md Irfanuzzaman Khan & Raechel Johns. (2022) The straw that breaks the camel's back: service provider vulnerability to customer incivility. Journal of Service Theory and Practice 32:4, pages 545-564.
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Jianwan Jing & Jinzhe Yan. (2022) Study on the Effect of Employees’ Perceived Organizational Support, Psychological Ownership, and Turnover Intention: A Case of China’s Employee. International Journal of Environmental Research and Public Health 19:10, pages 6016.
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Christopher R. Dishop & Valerie Good. (2022) A dynamic system of job performance with goals and leadership changes as shocks. Journal of Business Research 139, pages 602-613.
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Fazal Hussain Awan, Liu Dunnan, Khalid Jamil, Rana Faizan Gul, Aliya Anwar, Muhammad Idrees & Qin Guangyu. (2021) Impact of Role Conflict on Intention to Leave Job With the Moderating Role of Job Embeddedness in Banking Sector Employees. Frontiers in Psychology 12.
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Scott C. Ambrose, Blaise P. Waguespack & Brian N. Rutherford. (2021) The negative effects of travel friction among road warrior salespeople. Journal of Air Transport Management 95, pages 102087.
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Myoung-Gi Chon, Lisa Tam & Jeong-Nam Kim. (2021) Effects of organizational conflict history and employees' situational perceptions of COVID-19 on negative megaphoning and turnover intention. Journal of Communication Management 25:3, pages 298-315.
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Nawar N. Chaker, Lisa L. Beeler & Duleep Delpechitre. (2021) Can customer loyalty to a salesperson be harmful? Examining customer perceptions of salesperson emotional labor strategies post ethical transgressions. Industrial Marketing Management 96, pages 238-253.
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Muhammad Kashif, Irina Petrovskaya, Sarminah Samad & Shanika Wijenayake. (2021) Leaving in Mascot of Silence: Organizational Determinants of Employee Turnover Intentions in Mediating and Moderating Roles of Quiescent Silence and Coworker Support in a Russian Context. Central European Management Journal 29:2, pages 121-146.
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Michel Klein. (2021) Emotional labor in a sales ecosystem: a salesperson-customer interactional framework. Journal of Business & Industrial Marketing 36:4, pages 666-685.
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Cheng-Lin Jin, Ting Chen, Shu-Yang Wu & Yi-Lin Yang. (2020) Exploring the Impact of Stress on Burnout: A Mathematical Model and Empirical Research. Discrete Dynamics in Nature and Society 2020, pages 1-8.
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Susan M. Hayward, Keith R. McVilly & Mark A. Stokes. (2020) Sources and impact of occupational demands for autistic employees. Research in Autism Spectrum Disorders 76, pages 101571.
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Megan C. Good & Michael R. Hyman. (2020) Protection motivation theory and brick-and-mortar salespeople. International Journal of Retail & Distribution Management 48:8, pages 865-879.
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Abdul Mannan & Muhammad Kashif. (2019) Being abused, dealt unfairly, and ethically conflicting? Quitting occupation in the lap of silence. Asia-Pacific Journal of Business Administration 12:1, pages 22-39.
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