9,223
Views
30
CrossRef citations to date
0
Altmetric
Research Article

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

ORCID Icon, ORCID Icon & | (Reviewing editor)
Article: 1522753 | Received 16 Apr 2018, Accepted 09 Sep 2018, Published online: 11 Oct 2018

Keep up to date with the latest research on this topic with citation updates for this article.

Read on this site (1)

Faisal Iddris, Courage Simon Kofi Dogbe & Emmanuel Mensah Kparl. (2022) Innovation education and entrepreneurial intentions among postgraduate students: The role of innovation competence and gender. Cogent Education 9:1.
Read now

Articles from other publishers (29)

Osman Seray Özkan, Burcu Üzüm & Serdar Çakan. (2023) Could unlocking employee resilience be considered a potential path to achieving workplace success?. Current Psychology.
Crossref
Apoorva A.Ranjan Chaudhuri, Sheshadri Chatterjee & Demetris Vrontis. (2022) The forms and antecedents of customer misbehaviour: a bibliometric analysis and qualitative research from Asian emerging country perspective. Journal of Asia Business Studies 17:5, pages 927-950.
Crossref
Ranjan Chaudhuri, Apoorva Apoorva, Demetris Vrontis, Evangelia Siachou & Eleni Trichina. (2023) How customer incivility affects service-sector employees: A systematic literature review and a bibliometric analysis. Journal of Business Research 164, pages 114011.
Crossref
Samuel Kwaku Boadu, Yarhands Dissou Arthur & Ebenezer Bonyah. (2023) Mediation and moderation effects of motivation and teaching quality on the relationship between peer tutoring and mathematics achievement. Journal of Mathematics and Science Teacher 3:2, pages em039.
Crossref
Niharika Gaan & Yuhyung Shin. (2023) Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis. Journal of Retailing and Consumer Services 73, pages 103347.
Crossref
Phong Dong Nguyen, Nguyen Phong Nguyen, Lam D. Nguyen & Thu Ha Le. (2022) The role of organizational justice and job satisfaction in mitigating turnover intention of emotionally exhausted employees: evidence from Vietnam. Evidence-based HRM: a Global Forum for Empirical Scholarship 11:2, pages 215-232.
Crossref
Kathrin Mayr & Christoph Teller. (2023) Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing. Journal of Retailing and Consumer Services 72, pages 103291.
Crossref
Nichola Robertson, Jeffrey Rotman, Lisa McQuilken & Allison Ringer. (2023) The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being. Psychology & Marketing 40:4, pages 825-844.
Crossref
Muhammad Arif & Muhammad Naeem Ahmed. (2023) Stay or not to Stay: An Analysis of Diversity Management and Abusive Leadership Relationship with Turnover Intention. JISR management and social sciences & economics 21:1, pages 26-50.
Crossref
Jing Wang, Xin-Jean Lim & Siew Imm Ng. (2023) Why can’t I get a job? Exploring the drivers of perceived employability among fine art graduates. Current Psychology.
Crossref
Do Uyen Tam & Nguyen Thi Mai Trang. (2023) Linking workplace incivility and frontline employees' subjective well-being: the role of work-home enrichment and coping strategies. Asia-Pacific Journal of Business Administration.
Crossref
Wisdom Wise Kwabla Pomegbe, Courage Simon Kofi Dogbe, Bylon Abeeku Bamfo, Prasad Siba Borah & Jewel Dela Novixoxo. (2022) Social risk, green market orientation, entrepreneurial orientation, and new product performance among European Multinational Enterprises operating in developing economies. Business and Society Review 127:4, pages 891-914.
Crossref
Owusu Acheampong, Courage Simon Kofi Dogbe & Faisal Iddris. (2022) Sustainability Reporting by Owner-Managers of SMEs: The Perspective of Theory of Planned Behavior (TPB). Problemy Zarządzania - Management Issues 2022:3 (97), pages 27-46.
Crossref
Prasad Siba Borah, Wisdom Wise Kwabla Pomegbe & Courage Simon Kofi Dogbe. (2022) Mediating role of green marketing orientation in stakeholder risk and new product success relationship among European multinational enterprises in Ghana. Society and Business Review 17:4, pages 485-505.
Crossref
Pengfei Cheng, Jingxuan Jiang, Sanbin Xie & Zhuangzi Liu. (2022) Dysfunctional customer behavior influences on employees’ emotional labor: The moderating roles of customer orientation and perceived organizational support. Frontiers in Psychology 13.
Crossref
Ahmet Hakan Özkan. (2021) Abusive supervision climate and turnover intention: Is it my coworkers or my supervisor ostracizing me?. Journal of Nursing Management 30:6, pages 1462-1469.
Crossref
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.
Crossref
Yarhands Dissou Arthur. (2022) MATHEMATICS TEACHERS’ ACCEPTANCE OF ICT IN TEACHING AND LEARNING: AN EXTENDED TECHNOLOGY ACCEPTANCE MODEL. Problems of Education in the 21st Century 80:3, pages 408-425.
Crossref
Decheng Wen, Dongwei Yan & Xiaojing Sun. (2022) Employee satisfaction, employee engagement and turnover intention: The moderating role of position level. Human Systems Management 41:3, pages 407-422.
Crossref
Gilpatrick D. HornsbyTiffany C. Hornsby. (2022) It's above Me Now: Managerial Support of Minority Frontline Employees. Journal of Hospitality & Tourism Cases 10:1, pages 56-59.
Crossref
Yarhands Dissou Arthur, Courage Simon Kofi Dogbe & Samuel Kwesi Asiedu-Addo. (2022) Enhancing Performance in Mathematics Through Motivation, Peer Assisted Learning, And Teaching Quality: The Mediating Role of Student Interest. Eurasia Journal of Mathematics, Science and Technology Education 18:2, pages em2072.
Crossref
Basharat Raza, Sylvie St-Onge & Muhammad Ali. (2021) Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling. International Journal of Hospitality Management 97, pages 103015.
Crossref
Wisdom Wise Kwabla Pomegbe, Wenyuan Li, Courage Simon Kofi Dogbe & Charles Oduro Acheampong Otoo. (2021) Closeness or opportunistic behavior? Mediating the business ecosystem governance mechanisms and coordination relationship. Cross Cultural & Strategic Management 28:3, pages 530-552.
Crossref
Hyunah Chung, Wei Quan, Bonhak Koo, Antonio Ariza-Montes, Alejandro Vega-Muñoz, Gabriele Giorgi & Heesup Han. (2021) A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?. International Journal of Environmental Research and Public Health 18:12, pages 6616.
Crossref
Pei Pei & Yingji Li. (2021) Bank customer loyalty under the background of internet finance and multimedia technology. Journal of Intelligent & Fuzzy Systems 40:4, pages 5807-5817.
Crossref
COURAGE SIMON KOFI DOGBE, BYLON ABEEKU BAMFO & WISDOM WISE KWABLA POMEGBE. (2020) MARKET ORIENTATION AND NEW PRODUCT SUCCESS RELATIONSHIP: THE ROLE OF INNOVATION CAPABILITY, ABSORPTIVE CAPACITY, GREEN BRAND POSITIONING. International Journal of Innovation Management 25:03, pages 2150033.
Crossref
CHARLES ODURO ACHEAMPONG OTOO, WENYUAN LI, COURAGE SIMON KOFI DOGBE & WISDOM WISE KWABLA POMEGBE. (2020) EXTERNAL KNOWLEDGE SOURCING AND MNES’ SUBSIDIARIES SERVICE INNOVATION PERFORMANCE: THE ROLE OF ENTREPRENEURIAL ORIENTATION AND EXPLORATORY LEARNING. International Journal of Innovation Management 25:02, pages 2150017.
Crossref
Gyorgy Gonda, Eva Gorgenyi-Hegyes, Robert Jeyakumar Nathan & Maria Fekete-Farkas. (2020) Competitive Factors of Fashion Retail Sector with Special Focus on SMEs. Economies 8:4, pages 95.
Crossref
COURAGE SIMON KOFI DOGBE, HONG-YUN TIAN, WISDOM WISE KWABLA POMEGBE, SAMPSON ATO SARSAH & CHARLES ODURO ACHEAMPONG OTOO. (2019) MARKET ORIENTATION AND NEW PRODUCT SUPERIORITY AMONG SMALL AND MEDIUM-SIZED ENTERPRISES (SMEs): THE MODERATING ROLE OF INNOVATION CAPABILITY. International Journal of Innovation Management 24:05, pages 2050043.
Crossref