Service worker burnout and turnover intentions: Roles of person-job fit, servant leadership, and customer orientation
Abstract
This study examines the effects of customer orientation and servant leadership on frontline employees' burnout and, subsequently, on their turnover intentions. Also investigated in the study is the intervening role of person-job fit in the process. Data collected from 530 frontline bank employees in New Zealand serve as the study setting. Results show that both customer orientation and servant leadership significantly reduce burnout and ultimately turnover intentions. Results also show that person-job fit mediates the influences of customer orientation and servant leadership on burnout and turnover intentions. Implications of the results are discussed and future research avenues are offered.
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Servant leadership is positively related to organizational identification, perceived person-organization fit, and person-job fit.
“This includes increased levels of organizational identification (Zhao et al., 2016), increased levels of perceived person-organization fit (Irving & Berndt, 2017), and person-job fit (Babakus, Yavas, & Ashill, 2010).”
From Servant Leadership: A systematic review and call for future research (2019) · cites this paper as Babakus, Yavas, & Ashill, 2010
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References 53 · Cited by 216
- Authors
- Babakus, E., Yavas, U., & Ashill, N. J.
- Affiliations
- University of Memphis (US)
- East Tennessee State University
- American University of Sharjah (AE)
- Corresponding author
- Babakus, Emin
- Venue
- Services Marketing Quarterly
- Publisher
- Informa UK Limited
- Published
- 2010-12-16
- Volume
- 32
- Issue
- 1
- Pages
- 17-31
- ISSN
- 1533-2969 (ISSN-L)
- 1533-2977
- OpenAlex
- W2075245414
- Cited by
- 216
- References
- 53
- Citations by year
- 2026: 7 · 2025: 17 · 2024: 8 · 2023: 26 · 2022: 21 · 2021: 23 · 2020: 20 · 2019: 18 · 2018: 17 · 2017: 17 · 2016: 12 · 2015: 10 · 2014: 8 · 2013: 7 · 2012: 3
- FWCI
- 7.56
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Services Marketing Quarterly (publishedVersion)
- Digital Commons - East Tennessee State University (East Tennessee State University) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
- Social Sciences › Psychology › Social Psychology › Stress and Burnout Research
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Keywords
- turnover intention, person-job fit, servant leadership, customer orientation, frontline workers, bank employees, mediation, employee retention
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