Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling

Abstract In the hospitality industry, frontline employees' turnover poses a challenge because it involves immense human and financial costs. This study innovates by investigating the impact of consumer aggression on frontline employees' turnover intention using conservation of resources and social exchange theories. A survey conducted with 300 frontline employees working for 15 hotels confirms that (1) their job anxiety mediates the relationship between their perceived consumer aggression and their intent to quit; (2) their perceived organizational support reduces the positive relationship between their perceived consumer aggression and their job anxiety; and (3) their felt obligation reduces the positive relationship between their job anxiety and their intent to quit. We discuss managerial implications, limitations, and future research directions.

• Publication year

  2021

• Venue

  International Journal of Hospitality Management

• Publication date

  2021-08-01

• Fields of study

  Business, Psychology

• Identifiers
  DOI 10.1016/j.ijhm.2021.103015
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

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