Frontline Employee Perceived Job Resources, Perceived Service Quality and Turnover Intentions: some Evidences of Linkages

The concept of employee turnover intention continues to receive considerable attention from research scholars and business professionals all over the world. However, very little or no such research has focused on understanding the linkage between employee turnover intention, their perception about service quality and various dimensions of job resources particularly in a developing country like India. In order to plug the gap the present study has been conducted in Indian service sector with samples from its four prestigious banks. The study that matches frontline employee perception about some selected job resources (feeling authorized, role clarity, supervisory support and service training), employee perceived service quality and their turnover intention, reveals that these job resources exert its direct impact on their perception about services quality as well as on their turnover intention. Using path analysis, the empirical results also report some indirect effects of employee perceived job resources on their turnover intention via the employee perceived service quality. Pertinently, the employee perceived service quality is found effective intermediating variable, thus linking positive effects of job resources to frontline employee turnover intention.