African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4142

Full Length Research Paper

The mediating role of organizational commitment between emotional exhaustion and turnover intention among customer service representatives in Pakistan

Omar Rehman*, Faisal Karim, Muhammad Rafiq and Adil Mansoor
Faculty of Administrative Sciences, Air University, Pakistan.
Email: [email protected]

  •  Accepted: 28 November 2011
  •  Published: 29 August 2012

Abstract

This study scrutinizes the relationship of emotional exhaustion and organization commitment to dependent variable turnover intention. The study also tested the effect of organization commitment as a mediator between emotional exhaustion and turnover intention among customer service representatives in Pakistan. Standardized questionnaire was used to compute the relationship of variables. For this purpose, data was obtained from 133 respondents to check the relationship between variables. Statistical Package for Social Sciences (SPSS) was used to analyze the data. The results of the entire study show that there is a significant relationship between dependent variable turnover intention and independent variables emotional exhaustion. The results also signifies that organizational commitment partially mediate the relationship between emotional exhaustion and turnover intention among customer service representatives (CSRs) in Pakistan. The paper also presents conclusion, recommendations, and implications of the study for future researchers.

 

Key words: Emotional exhaustion, organizational commitment, turnover intention, customer service representatives (CSRs).