TY  - JOUR
T1  - Relationship Between Negative Customer Behavior and
Turnover Intentions: Exploring Interventions of Emotional
Exhaustion and Job Satisfaction in Call Centers Agents
AU - Shabbir, Muhammad Salman AU - Afzal, Muhammad Irfan AU - Faisal, Muhammad 
JO  - International Business Management
VL  - 10
IS  - 14
SP  - 2649
EP  - 2659
PY  - 2016
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2016.2649.2659
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2016.2649.2659
KW  - advertisement
KW  -brand awareness
KW  -customer access
KW  -well assorted
KW  -price competition
KW  -Intensive distribution
KW  -food industry
KW  -customer value
AB  - The purpose of this research is to explore the relationship between negative customer behaviour and turnover intentions and how emotional exhaustion and job satisfaction will intervene the relationship of negative customer behaviour and turnover intentions of inbound call center agents. It was previously researched that emotional exhaustion negatively effects turnover intentions of employees. However, studies on effects of negative customer behavior were limited. Moreover, the strength of mediating relationship between emotional exhaustion and turnover intentions is also identified in the presence of negative customer behavior. Primary data was collected through self-administered questionnaire from inbound call centers of five telecommunications companies working in Lahore. The selected sample size was 260. By using simple random sampling technique, 232 valid questionnaires with a response rate of 92% were received. PLS-SEM was implemented by using SmartPLS v3.0. The reliability test for independent and dependent variables was calculated. The Validity test was applied on all measuring questions of five research variables. After verifying the assumptions of PLS-SEM, structural model was tested to confirm research hypotheses. Strength of mediator was also tested to measure the effects of job satisfaction. The results of the study revealed that both abusive customer behavior and unreasonably demanding customer behavior both have a negative effect on the emotional exhaustion level of inbound call center agents which will further increase their turnover intentions. Full mediation was also observed when job satisfaction was introduced as mediating variable. It has been further established that abusive customer behavior has a greater negative effect on emotional exhaustion level of inbound call center agents than unreasonably demanding customer behavior. This study explore the ongoing debate on negative customer behavior. This study will not only assist call centers to look into perspectives that were previously ignored but also help them to devise such standing operating procedures that can provide some room for customer service agents to cope up with emotional exhaustion and turnover intentions of inbound call center agents.
ER  -