The Role of Emotions on Frontline Employee Turnover Intentions

Abstract

The role of employee’s emotions are examined as influencers of job satisfaction, affective organizational commitment, and turnover intentions within a frontline employee context. Using a sample of 126 retail employees, structural equation modeling is used to test the theoretically developed model. Findings suggest that deep acting emotions and emotional exhaustion significantly impact job satisfaction, whereas both deep acting emotions and job satisfaction predict affective organizational commitment. When predicting turnover intentions, surface and deep acting emotions, along with emotional exhaustion, each significantly impact turnover intentions; however, neither job satisfaction nor affective organizational commitment are significant predictors.