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.


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