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Reducing turnover intention: perceived organizational support for frontline employees

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  • Qiang Wang

    (Renmin University of China)

  • Chao Wang

    (Renmin University of China)

Abstract

Frontline employees are generally under great pressure, and carry out repetitive and mundane daily tasks, leading to burnout and a high turnover intention among them. To identify ways to reduce this turnover intention, this study examines the effect of perceived organizational support (POS) on burnout and turnover intention in the Chinese context and adds to the literature on frontline employee burnout. Using data from a survey of the frontline employees of a gas station in Beijing, we examine the mediating effects of frontline employee burnout on their POS and turnover intention. This study shows that POS has a significant negative impact on burnout and turnover intention, and that job resources cannot substitute POS.

Suggested Citation

  • Qiang Wang & Chao Wang, 2020. "Reducing turnover intention: perceived organizational support for frontline employees," Frontiers of Business Research in China, Springer, vol. 14(1), pages 1-16, December.
    • Handle: RePEc:spr:fobric:v:14:y:2020:i:1:d:10.1186_s11782-020-00074-6
    DOI: 10.1186/s11782-020-00074-6
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    References listed on IDEAS

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    1. Eric Lamm & Jennifer Tosti-Kharas & Cynthia King, 2015. "Empowering Employee Sustainability: Perceived Organizational Support Toward the Environment," Journal of Business Ethics, Springer, vol. 128(1), pages 207-220, April.
    2. Cho, Yoon-Na & Rutherford, Brian N. & Park, JungKun, 2013. "Emotional labor's impact in a retail environment," Journal of Business Research, Elsevier, vol. 66(11), pages 2338-2345.
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    4. Babakus, Emin & Yavas, Ugur & Ashill, Nicholas J., 2009. "The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective," Journal of Retailing, Elsevier, vol. 85(4), pages 480-492.
    5. Chen, Ching-Fu & Kao, Ya-Ling, 2012. "Investigating the antecedents and consequences of burnout and isolation among flight attendants," Tourism Management, Elsevier, vol. 33(4), pages 868-874.
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    Cited by:

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    2. Yusuf Yılmaz & Engin Üngüren & Ömer Akgün Tekin & Yaşar Yiğit Kaçmaz, 2022. "Living with Infection Risk and Job Insecurity during COVID-19: The Relationship of Organizational Support, Organizational Commitment, and Turnover Intention," IJERPH, MDPI, vol. 19(14), pages 1-24, July.
    3. Jinan Fattah & Mehmet Yesiltas & Tarik Atan, 2022. "The Impact of Knowledge Sharing and Participative Decision-Making on Employee Turnover Intention: The Mediating Role of Perceived Organizational Support," SAGE Open, , vol. 12(4), pages 21582440221, October.
    4. Ying Xu & Diao Jie & Hongyu Wu & Xiaolu Shi & Daniel Badulescu & Sher Akbar & Alina Badulescu, 2022. "Reducing Employee Turnover Intentions in Tourism and Hospitality Sector: The Mediating Effect of Quality of Work Life and Intrinsic Motivation," IJERPH, MDPI, vol. 19(18), pages 1-18, September.
    5. Aneeq Inam & Jo Ann Ho & Hina Zafar & Unaiza Khan & Adnan Ahmed Sheikh & Usama Najam, 2021. "Fostering Creativity and Work Engagement Through Perceived Organizational Support: The Interactive Role of Stressors," SAGE Open, , vol. 11(3), pages 21582440211, September.
    6. Jaeyoung Lim & Kuk-Kyoung Moon, 2023. "Exploring the Effect of Emotional Labor on Turnover Intention and the Moderating Role of Perceived Organizational Support: Evidence from Korean Firefighters," IJERPH, MDPI, vol. 20(5), pages 1-18, March.
    7. Safaa Hajj Hussein & Najib Bou Zakhem, 2024. "The Impact of Green Human Resource Management Practices on Brand Citizenship Behavior and Employee Turnover Intention: A Mixed Methods Approach," Sustainability, MDPI, vol. 16(15), pages 1-20, July.

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