The mediating role of organizational commitment between emotional exhaustion and turnover intention among customer service representatives in Pakistan

Rehman, Omar; Karim, Faisal; Rafiq, Muhammad; Mansoor, Adil

doi:10.5897/ajbm11.2411

Cited by 12 publications

(8 citation statements)

References 37 publications

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“…Moreover, [21] stated activity stress, tough paintings and hobby delight, were affecting worker turnover and lack.…”

Section: ░ 2 What Makes Employee Turnover?mentioning

confidence: 99%

A Systematic Review on Importance of Employee Turnover with Special Reference to Turnover Strategies

Vasantham¹,

Aithal²

2022

IIJSR

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This studies targets to apprehend the reasons of worker turnover and retention techniques in a business enterprise. Key studies findings suggest that personnel have numerous motives to go away their workplaces, including activity strain, activity pride, activity security, motivation, wages, and rewards. Furthermore, worker turnover has a large effect on a business enterprise because of the prices related to worker turnover and may negatively affect the productiveness, sustainability, competitiveness, and profitability of a business enterprise. However, the business enterprise need to apprehend the wishes of its personnel, with the intention to assist agencies, undertake positive techniques to enhance worker overall performance and decrease turnover. Thus, imposing techniques will growth activity pride, motivation and the productiveness of people and agencies that may lessen employment issues, absenteeism, and worker turnover. In a HR setting, turnover or work turnover is the rate at which a business gains and loses representatives. Basic method for portraying it are "the way lengthy workers will generally remain" or "the pace of traffic through the rotating entryway." Turnover is estimated for individual organizations and for their industry all in all. Assuming a business is said to have a high turnover comparative with its rivals, it implies that representatives of that organization have a more limited typical residency than those of different organizations in a similar industry. High turnover might be hurtful to an organization's efficiency in the event that gifted labourers are much of the time leaving and the specialist populace contains a high level of fledgling labourers. Unreasonable turnover can be an expensive issue, one with a significant effect on efficiency. One firm had a turnover pace of over 120% each year. It cost the organization $1.5 million a year in lost efficiency, expanded preparing time, expanded worker determination time, lost work productivity, and other roundabout expenses. Yet, cost isn't the main explanation turnover is significant. Extended preparing times, hindered plans, extra time, botches, and not having educated representatives set up are a portion of the disappointments related with over the top turnover. Turnover rates normal around 16% each year for all organizations, yet 21% each year for IT companies.54 Computer organizations normal higher turnover on the grounds that their representatives have numerous potential chances to change occupations in a "hot" industry. Many investigations show that organizations with low turnover rates are very representative situated. Representative situated associations request info and contribution from all workers and keep a valid "open-entryway" strategy. Workers are given open doors for progression and are not obsessively hovered over. Workers accept they have a voice and are perceived for their commitment.

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“…Moreover, [21] stated activity stress, tough paintings and hobby delight, were affecting worker turnover and lack.…”

Section: ░ 2 What Makes Employee Turnover?mentioning

confidence: 99%

A Systematic Review on Importance of Employee Turnover with Special Reference to Turnover Strategies

Vasantham¹,

Aithal²

2022

IIJSR

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“…The burnout model has three components which is emotional exhaustion ( mental and physical depletion), depersonalization (hostility towards colleagues and customers) and third is condensed individual personal accomplishment (individuals negative selfevaluation) (Maslach, 1982b). It has been noted that several antecedents contribute towards emotional exhaustion such as service based organization, age and level of education (Rehman et al, 2012(Rehman et al, , Z., 2006. The depletion of employees mental and physical energy manifests itself in emotional exhaustion which leads to decreased work outcomes (Rehman et al, 2012, Azeem, 2010, Khan et al, 2014a.…”

Section: Emotional Exhaustionmentioning

confidence: 99%

“…It has been noted that several antecedents contribute towards emotional exhaustion such as service based organization, age and level of education (Rehman et al, 2012(Rehman et al, , Z., 2006. The depletion of employees mental and physical energy manifests itself in emotional exhaustion which leads to decreased work outcomes (Rehman et al, 2012, Azeem, 2010, Khan et al, 2014a. Emotional exhaustion experienced by employees because of mental and physical depletion especially in a service based organization when there is a continued interaction with clients eventually will lead to negative feelings towards their occupation and it will flow towards their proactive behaviour (Lee andN.J, 2000, Meyer 1993).…”

Section: Emotional Exhaustionmentioning

confidence: 99%

“…Emotional exhaustion experienced by employees because of mental and physical depletion especially in a service based organization when there is a continued interaction with clients eventually will lead to negative feelings towards their occupation and it will flow towards their proactive behaviour (Lee andN.J, 2000, Meyer 1993). The gradual process of an employee experiencing emotional exhaustion contributed by work stress results in them to have less interest towards their profession and ultimately their behaviour specifically in professions when demographically employees are young and highly educated because of the expectations placed upon them ( (Mathieu, 1990, Rehman et al, 2012, Seery and Corrigall, 2009, Wang, 2014.Therefore, it is proposed emotional exhaustion negatively predicts occupational commitment and OCB.…”

Section: Emotional Exhaustionmentioning

confidence: 99%

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The Effect of Emotional Exhaustion, Work Life Balance and Supportive Organisational Culture on Organisational Citizenship Behaviour: the Mediating Role of Occupational Commitment (A Theoretical Review )

Khan

Chen

2017

J BIMP-EAGA RD

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The article extends the literature of organisational citizenship behaviour (OCB) by providing support for the development of construct towards OCB. There has been extensive studies directed towards understanding OCB. Empirical studies have confirmed the positive relationship among OCB and organisational performance. This article proposed a frameworkÂ based on past literatures engaging emotional exhaustion and work life balance as variables predicting occupational commitment moderated by supportive organisational culture towards OCB. The propositions made by identifying work stressors which will weaken the effect of positive work behaviour.

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“…The term 'emotions' here refers to 'emotional exhaustion' which has been described as the essential element and is most often the studied facet of burnout (Maslach, Schaufeli & Leiter, 2001). Emotional exhaustion is a form of stress that results in various forms of labour stressors, such as heavy workload, poor working conditions and the dearth of observed mental support from both superiors and colleagues (Rehman, Karim, Rafiq & Mansoor, 2012). These persistent levels of work-related stress may, in turn, contribute to repeated absences, finding victims in difficulties, anxiety, irritability, depression and low productivity (Fowler, 2006;Maslach, et al 2001).…”

Section: Introductionmentioning

confidence: 99%

Indonesian teachers’ emotional exhaustion and commitment to teaching: A correlational study

Werang

Leba

Agung

et al. 2021

CJES

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This study intends to explain whether or not emotional exhaustion and organisational commitment of Catholic primary school teachers in Merauke regency correlate prospectively. This study was guided by one research question: ‘Does the Catholic primary school teachers’ emotional exhaustion and organisational commitment correlate significantly negatively?’ To answer the research question, two survey questionnaires were disseminated to 157 teachers. Employing the SPSS programme version 21, the study shown a significant negative correlation among the surveyed research variables. The findings may be authoritative for the Catholic primary school leaders and the Chief of the Catholic Foundation for Education in Merauke regency, Indonesia, to take major efforts to eliminate emotional exhaustion of teachers in order to foster the organisational commitment of teachers at the Catholic primary schools to teaching the youth. Keywords: emotional exhaustion, primary school, organisational commitment, teacher

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The mediating role of organizational commitment between emotional exhaustion and turnover intention among customer service representatives in Pakistan

Cited by 12 publications

References 37 publications

A Systematic Review on Importance of Employee Turnover with Special Reference to Turnover Strategies

A Systematic Review on Importance of Employee Turnover with Special Reference to Turnover Strategies

The Effect of Emotional Exhaustion, Work Life Balance and Supportive Organisational Culture on Organisational Citizenship Behaviour: the Mediating Role of Occupational Commitment (A Theoretical Review )

Indonesian teachers’ emotional exhaustion and commitment to teaching: A correlational study

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