A Model of Antecedents, Mediators and Moderators of Satisfaction and Turnover among Service Workers

Proenca, E. Jose
March 2012
International Journal of Business & Social Science;Mar2012, Vol. 3 Issue 5, p37
Academic Journal
Service organizations often struggle with the challenge of providing services to their clients in a cost-effective manner. This problem is particularly acute among health services organizations such as nursing homes. Research has shown that the cost and quality of services is negatively affected by low job satisfaction and high turnover among service workers. Resolving this problem requires a better understanding of the causes of low satisfaction and high turnover among these employees. While some research has focused on market and firm factors that influence satisfaction and turnover, few studies have examined the processes by which these factors affect employee attitudes, or the conditions that moderate their impact. This paper addresses this knowledge gap by developing a research model of the antecedents, mediators and moderators of job satisfaction and turnover intention among service workers.


Related Articles

  • It takes more than money to keep workers satisfied. Clegg, David // Indianapolis Business Journal;10/25/2004, Vol. 25 Issue 33, p32A 

    Presents a question and answer about job satisfaction. Willingness of employers to share the financial success of the business; Tendency of employees to expect recognition for a job well done; Implications of a poor quality of work life on the quality of service.

  • Disenchantment among LTC leaders--and its toll on quality. Tellis-Nayak, V. // Nursing Homes: Long Term Care Management;Oct2007, Vol. 56 Issue 10, p20 

    The article focuses on the implications of the disappointment among long-term care (LTC) leaders or nursing home administrators (NHA) for the quality of care offered by nursing home staff in the U.S. NHA are said to be the pillars of LTC quality, and their stable leadership is the most...

  • Determinants of Satisfaction and Turnover among Nursing Assistants. Parsons, Sharon K.; Simmons, William Paul; Penn, Katherine; Furlough, Melanie // Journal of Gerontological Nursing;Mar2003, Vol. 29 Issue 3, p51 

    This research is an examination of job satisfaction and turnover among nursing assistants employed in nursing homes. Using a statewide sample with 550 nursing assistants responding, the results indicated that 60% were satisfied with their jobs and 30% planned to quit. The nursing assistants...

  • The effect of job satisfaction on labor turnover by gender: An analysis for Switzerland. Sousa-Poza, Alfonso; Sousa-Poza, AndrĂ©s A. // Journal of Socio-Economics;Dec2007, Vol. 36 Issue 6, p895 

    Abstract: This paper analyzes the effect of job satisfaction on labor turnover by gender using data from the first two waves of the Swiss Household Panel (1999 and 2000). The results confirm that job satisfaction is a very good predictor of future quits and, more important, reveal that job...

  • STAFF RETENTION: PROTECT YOUR INVESTMENT.  // Practical Accountant;Dec2003, Vol. 36 Issue 12, p30 

    In this article, the author focuses on cases of employee turnover in some organizations and suggests certain strategies and policies to ensure retention of staffs that should be utilized by organizations. He first analyses basic causes due to which staffs leave their organizations and then...

  • Work-Family Conflict and Turnover Intention: Exploring the moderation effects of perceived work-family support. Haar, Jarrod M. // New Zealand Journal of Psychology;Mar2004, Vol. 33 Issue 1, p35 

    The influence of perceived employer family support on the work-family conflict/job-outcomes relationship, is poorly understood. This study of 100 New Zealand local government employees tested work-family conflict as a predictor of turnover intention, and explored the moderator effects of...

  • Impact of Attitudes, Organization Characteristics and External Market on Employee Turnover Intentions in Private Sector Universities of Lahore. Rehman, Ch. Abdul; Ahmad, Hafiz Khalil; Ilyas, Muhammad; Maqbool, Syed Kamran; Rshid, Muhammad Tahir // European Journal of Social Sciences;Apr2011, Vol. 21 Issue 1, p87 

    Developing countries like Pakistan are facing high turnover rates resulting from a cluster of factors. This situation is causing a high rate of brain drain. So it is high time to devise and implement appropriate policies for systematic enhancement in the standard of education and stop the brain...

  • An Empirical Study of the Relationship Among Job Satisfaction, Organizational Commitment and Turnover Intention. AYDOGDU, Sinem; ASIKGIL, Baris // International Review of Management & Marketing (IRMM);Jul2011, Vol. 1 Issue 3, p43 

    This study conducted on 100 employees from production sector and 82 employees from service provider sector. The relationship among job satisfaction, organizational commitment and turnover intention are investigated to determine statistically significant relations. The results of the study...

  • Job Satisfaction and Job Involvement as Mediators of the Relationship Between Psychological Climate and Turnover Intention. Biswas, Soumendu // South Asian Journal of Management;Jan-Mar2009, Vol. 16 Issue 1, p27 

    The studies pertaining to Human Resource (HR) management in India have revealed a variety of factors that significantly affect employees' attitude towards their job not the least of which is their perception about their immediate job environment or in other words, the psychological climate. This...


Read the Article


Sign out of this library

Other Topics