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

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2019
Başer Hüner, Burcu
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.