Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction-Reference-Cited by-同舟云学术

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

Published:2018-01-01 Issue:1 Volume:5 Page:1522753
ISSN:2331-1975
Container-title:Cogent Business & Management
language:en
Short-container-title:Cogent Business & Management

Author:

Bamfo Bylon ABeeku¹^ORCID,Dogbe Courage Simon Kofi²^ORCID,Mingle Harry³

Affiliation:

1. Marketing and Corporate Strategy, Kwame Nkrumah University of Science and Technology, Kumasi, Ashanti, Ghana

2. Business, Jiangsu University, Zhenjiang, P.R. China

3. Marketing, Standard Chartered Bank, Kumasi, Ghana

Funder

research

Publisher

Informa UK Limited

Subject

Marketing,Management Science and Operations Research,Organizational Behavior and Human Resource Management,Strategy and Management,Business, Management and Accounting (miscellaneous),Accounting,Business and International Management

Link

https://www.tandfonline.com/doi/pdf/10.1080/23311975.2018.1522753

Reference92 articles.

1. The relationship among job characteristics organizational commitment and employee turnover intentions

2. Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture

3. Tit for Tat? The Spiraling Effect of Incivility in the Workplace

4. Customers Behaving Badly!

5. The Role of Emotional Exhaustion in Sales Force Attitude and Behavior Relationships

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