Influence of customer verbal aggression on employee turnover intention

Purpose: To discover new explanatory variables for employee turnover in call centres, this study seeks to examine the impact of customer verbal aggression on employee turnover intention and the mediating role of employees' emotional exhaustion. Furthermore, it aims to analyse the moderating eff...

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Veröffentlicht in:Management decision
1. Verfasser: Li, Xiaoyan (VerfasserIn)
Weitere Verfasser: Zhou, Erhua (VerfasserIn)
Format: UnknownFormat
Sprache:eng
Veröffentlicht: 2013
Schlagworte:
Konsumentenverhalten > Gewalt > Sprache > Arbeitsverhalten > Kündigung > Stress > Betriebsklima > Callcenter > China > Aufsatz in Zeitschrift
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