Reducing turnover intention: Perceived organizational support for frontline employees

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.

Keywords

Perceived organizational support (POS) / Burnout / Retail frontline employees / Job resources / Job demands / Turnover intention

RIGHTS & PERMISSIONS

2020 Higher Education Press and Springer