Journal
SCANDINAVIAN JOURNAL OF HOSPITALITY AND TOURISM
Volume 22, Issue 3, Pages 235-254Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/15022250.2022.2047778
Keywords
Caring climate; coworker incivility; emotional exhaustion; turnover intention; frontline service employees
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Drawing upon ethical climate theory and conservation of resource theory, this study provides a theoretical model to explain the effect of a perceived caring climate in the workplace on the employees' turnover intention through the serial multiple mediation of workplace incivility (caused by coworkers) and employees' emotional exhaustion. The findings indicate that a caring climate has a significant negative effect on turnover intention, and coworker incivility and emotional exhaustion mediate this relationship.
Drawing upon ethical climate theory and conservation of resource theory, this study provides a theoretical model to explain the effect of a perceived caring climate in the workplace on the employees' turnover intention through the serial multiple mediation of workplace incivility (caused by coworkers) and employees' emotional exhaustion. A total of 291 frontline employees from the service industry in Norway participated in this study, and structural equation modeling (SEM) was used to analyze the data. The findings indicated that a caring climate has a significant negative effect on turnover intention. The mediating effect of coworker incivility was not supported in the multiple mediation model; however, it was supported if it was considered as the only mediator in the relationship between caring climate and turnover intention. Moreover, emotional exhaustion mediated the relationship between caring climate and turnover intention. The serial mediation effect of coworker incivility and emotional exhaustion was also supported in the relationship between caring climate and turnover intention. The results of this study enable managers to create a caring climate in the workplace and minimize the detrimental effects of incivility and turnover intention in the service industry.
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