This study examines the effects of customer orientation and servant leadership on frontline employees' burnout and, subsequently, on their turnover intentions. Also investigated in the study is the intervening role of person-job fit in the process. Data collected from 530 frontline bank employees in New Zealand serve as the study setting. Results show that both customer orientation and servant leadership significantly reduce burnout and ultimately turnover intentions. Results also show that person-job fit mediates the influences of customer orientation and servant leadership on burnout and turnover intentions. Implications of the results are discussed and future research avenues are offered.
| Identifer | oai:union.ndltd.org:ETSU/oai:dc.etsu.edu:etsu-works-17841 |
| Date | 01 January 2011 |
| Creators | Babakus, Emin, Yavas, Ugur, Ashill, Nicholas J. |
| Publisher | Digital Commons @ East Tennessee State University |
| Source Sets | East Tennessee State University |
| Detected Language | English |
| Type | text |
| Source | ETSU Faculty Works |
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