Unraveling the link between Customer-Related Social Stressors and Frontline Employee Turnover Intention: The Role of Job-Related Anxiety as a Mediator
Keywords:Conservation of resources theory, customer stressors, job-related anxiety, turnover intention
Theory and empirical evidence have consistently highlighted the significant role of customer stressors in predicting frontline employee turnover intention. However, the underlying reasons for this relationship have not received adequate attention in previous research. To bridge this knowledge gap, we proposed job-related anxiety as a potential mediating mechanism that connects customer stressors to frontline employee turnover intention. Using a sample of 258 frontline service employees from restaurants, our study yielded compelling results. We found a statistically significant positive relationship between customer-related stressors and employee turnover intention. Moreover, the study supported the mediation of job-related anxiety in the relationship between customer stressors and frontline employee turnover intention. This finding underscores the importance of job-related anxiety as a key mechanism that helps explain why customer stressors are associated with frontline employee turnover intention. Our study sheds light on the significance of job-related anxiety as a mediator in the relationship between customer stressors and frontline employee turnover intention. By uncovering this crucial mechanism, we offer valuable insights into the dynamics of employee turnover in the context of customer-related stressors.