Unraveling the link between Customer-Related Social Stressors and Frontline Employee Turnover Intention: The Role of Job-Related Anxiety as a Mediator

Authors

  • Muktari Y. Abubakar Department of Marketing, Ahmadu Bello University, Zaria, Nigeria
  • Sarina Ismail School of Maritime Business and Management, Universiti Malaysia Terengganu 21030 Kuala Nerus, Terengganu, Malaysia
  • Ramatu Abdulkareem Abubakar Distance Learning Center, Ahmadu Bello University, Samaru Campus 810006, Zaria, Nigeria

Keywords:

Conservation of resources theory, customer stressors, job-related anxiety, turnover intention

Abstract

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.

 

 

Author Biographies

Muktari Y. Abubakar, Department of Marketing, Ahmadu Bello University, Zaria, Nigeria

 

 

Sarina Ismail, School of Maritime Business and Management, Universiti Malaysia Terengganu 21030 Kuala Nerus, Terengganu, Malaysia

 

 

Ramatu Abdulkareem Abubakar, Distance Learning Center, Ahmadu Bello University, Samaru Campus 810006, Zaria, Nigeria

 

 

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Published

2023-07-26

How to Cite

Abubakar, M. Y. ., Ismail, S., & Abubakar, R. A. (2023). Unraveling the link between Customer-Related Social Stressors and Frontline Employee Turnover Intention: The Role of Job-Related Anxiety as a Mediator. Industrial and Organizational Science Journal, 1(1), 1–13. Retrieved from http://iaoscience.org/index.php/iaosj/article/view/12

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Articles