Customer incivility and turnover intention of bank employees: the moderating role of perceived organizational support and big 5 personality traits

Download

index.pdf

Date

2019

Author

Başer Hüner, Burcu

Metadata

Show full item record

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Item Usage Stats

322
views

425
downloads

The purpose of this study is three-fold: (a) to reveal the relationship between customer incivility and turnover intention in Turkish banking sector, (b) to test mediating role of emotional exhaustion on that relation and (c) to examine the moderating roles of organisational support and big five personality traits on the relationship between customer incivility and bank employees’ emotional exhaustion level. To test the relationships among the variables presented, data were acquired from employees at both private and public banks in Turkey (N = 300) through surveys. The results indicate that customer incivility has positive relationship between emotional exhaustion and leads to increase in turnover intention eventually. In addition, this thesis found that there is no statistically significant moderating role of organisational support and big five personality traits on the relationship between customer incivility and emotional exhaustion of bank employees.

Subject Keywords

Banks and banking., Customer Incivility, Emotional Exhaustion, Turnover Intention, Perceived Organizational Support, Big Five Personality Traits.

URI

http://etd.lib.metu.edu.tr/upload/12624183/index.pdf
https://hdl.handle.net/11511/44376

Collections

Graduate School of Social Sciences, Thesis

Suggestions

OpenMETU
Core

Online vs. face to face self-disclosure and interpersonal competence: the role of shyness and loneliness Mısır, Selin; Demir, Ayhan Gürbüz; Department of Educational Sciences (2017) The purpose of this study is threefold. First to examine the difference between the amount of online and face-to-face self-disclosure for different groups. Second to understand whether shyness and loneliness, has an effect on online and face-to-face self-disclosure. Third to understand whether online and face-to-face self-disclosure positively predicts perceived interpersonal competence for people who score high on shyness, after controlling for social media usage frequency and loneliness. The sample of the...
EFFECTIVENESS OF A DATA-BASED DECISION-MAKING PROFESSIONAL LEARNING COMMUNITY FOR PHYSICAL EDUCATION TEACHERS AND ITS IMPACT ON STUDENTS’ KNOWLEDGE AND PHYSICAL ACTIVITY LEVEL Sarıkaya, Serap; İnce, Mustafa Levent; Department of Physical Education and Sports (2023-3-23) The purpose of this study was two-fold; (1) to design a data-based decision-making professional development (DBDM-PD) program for secondary school physical education teachers and (2) to examine the effects of this program on teachers' data use and instructional practices and their students’ learning. The study includes a needs analysis on the designing of this program in the form of the professional learning community (PLC), its implementation with a theoretical framework behind the design, and an evaluatio...
Prospective teachers’ self-efficacy for preparing and implementing worthwhile mathematical tasks Yürekli, Bilge; Işıksal Bostan, Mine; Çakıroğlu, Erdinç; Department of Elementary Education (2015) The purpose of this study was twofold. First, the aim was to examine prospective elementary mathematics teachers’ self-efficacy for preparing and implementing worthwhile mathematical tasks throughout a mathematics teaching methods course. Then, it was sought to investigate factors with impact on prospective teachers’ self-efficacy in the context of methods course and explain how each influence operated through hypothesized sources of self-efficacy. Nine junior prospective teachers participated in this quali...
The determination of motivational factors of sport gambling university students and their personality and psychological differences from non-gamblers Karlı, Ünal; Koçak, Mehmet Settar; Department of Physical Education and Sports (2008) The purpose of this study was three-fold; to determine the personality and financial risk-taking attitude differences between sports gambling students and non-gambling students, to specify gambling motivations of the sport gambling students and to identify the relationship among personality traits, financial risk-taking attitude and gambling motivations of the students who gamble on sport events. The subject group of this research was composed of 1109 Middle East Technical University students who were parti...
The Use of transitions, frame markers and code glosses in Turkish EFL learners’ opinion paragraphs Sancak, Diğdem; Gracanın Yüksek, Martına; Department of English Language Teaching (2019) The aim of this study is threefold: (i) to identify the types, frequencies and functions of the interactive metadiscourse devices such as transitions, frame markers and code glosses employed by Turkish learners of English in their English opinion paragraphs; (ii) to discover the reasons for the employment and avoidance of those markers by the Turkish EFL writers; (iii) to uncover the effect of teaching materials on the use of the scrutinized interactive metadiscourse markers. To fulfill these aims, data fro...

Citation Formats

B. Başer Hüner, “Customer incivility and turnover intention of bank employees: the moderating role of perceived organizational support and big 5 personality traits,” Thesis (M.S.) -- Graduate School of Social Sciences. Business Administration., Middle East Technical University, 2019.