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Journal of Service Research
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The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions

Moderating Role of Employment Status

Aliosha Alexandrov

University of Memphis

Emin Babakus

University of Memphis

Ugur Yavas

East Tennessee State University

This study develops and tests a turnover intentions model, which examines the effects of frontline employees' perceptions of management concern for employees and customers on turnover intentions, mediated by job satisfaction and affective organizational commitment. Using this model as a framework, the authors explore the role of employment status (full-time vs. part-time) as a moderator of the aforementioned relationships. The results indicate that perceived management concern for employees and customers has significant effects on employees' turnover intentions. Employment status moderates the relationships between perceived management concern for employees and affective organizational commitment, perceived management concern for customers and job satisfaction, and affective organizational commitment and turnover intentions. Implications of the findings are discussed and future research avenues are offered.

Key Words: frontline employees • employment status • turnover intentions • structural equation modeling

Journal of Service Research, Vol. 9, No. 4, 356-371 (2007)
DOI: 10.1177/1094670507299378
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[Abstract] [PDF]