Evaluating the impact of service encounter incivility on employee job stress, turnover intentions and labor attrition: a study on frontline employees in the fast food service industry

Dangaiso, Phillip; Mukucha, Paul

doi:10.1080/23311975.2024.2355671

Cogent Business & Management

2024

DOI: 10.1080/23311975.2024.2355671

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Evaluating the impact of service encounter incivility on employee job stress, turnover intentions and labor attrition: a study on frontline employees in the fast food service industry

Phillip Dangaiso,

Paul Mukucha

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2024

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From Technostress to Turnover

Thakur,

Saxena

2024

Advances in Human Resources Management and Organizational Development

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The rapid integration of advanced technologies in the workplace, particularly within the information technology (IT) industry, has led to an increase in technostress—stress induced by the use of technology. This study aims to investigate the relationship between technostress, work stress, and turnover intentions among IT professionals in India. This research employs a quantitative approach, utilizing survey data collected from a sample of 419 Indian IT professionals using a purposive sampling technique and was analyzed using Smart PLS 3.2.8. The findings indicate that technostress and work stress significantly contribute to the higher turnover intention of employees. The implications of these findings suggest that addressing technostress through targeted interventions can improve employee retention and overall positive employee outcomes. This research provides valuable insights for IT companies aiming to enhance employee well-being and reduce turnover rates by developing strategies to manage and alleviate technostress in the workplace.

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From Technostress to Turnover

Thakur,

Saxena

2024

Advances in Human Resources Management and Organizational Development

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scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.

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Evaluating the impact of service encounter incivility on employee job stress, turnover intentions and labor attrition: a study on frontline employees in the fast food service industry

Cited by 1 publication

References 57 publications

From Technostress to Turnover

From Technostress to Turnover

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