Abstract
Attrition is the major problem in the Indian Retail Industry which experienced the attrition rate of 19.4% in FY 2016 according to KPMG Annual Compensation Trends Survey 2017-18. The focus of these organizations is to reduce turnover by focusing on the underlying factors leading to turnover intentions and actual turnover. The present study was conducted to explore the effect of job satisfaction and core self-evaluation on turnover intentions. The purpose of the study was also to see if core self-evaluation (CSE) moderates the relationship between job satisfaction and turnover intentions. The study was conducted using structured questionnaires for measuring the above-mentioned variables. The sample of the study was 347 salespersons from various retail organizations working in Delhi and NCR. Hierarchical multiple regression showed that both job satisfaction and CSE were negatively related to turnover intentions. Also, CSE was found to moderate the relationship between job satisfaction and turnover intentions such that the relationship was stronger for the employees with low core self-evaluation. The present study has important implications for policy makers in the retail sector. Managers should use strategies to increase job satisfaction in order to curb high attrition in this sector. They must be aware of the moderating role played by personality attributes in the relationship between job satisfaction and turnover intentions.
Highlights
As service industry is thriving all around the world, maintaining the quality becomes a tough job
Customers want their vehicles to be serviced within a short span of time as they are used to travelling by their own car, and so they want to have a highly responsive service provider, which in turn leads to customer satisfaction
There have been radical changes in the automation of cars, but service quality still holds its importance in customer satisfaction
Summary
As service industry is thriving all around the world, maintaining the quality becomes a tough job. Performance of a firm mainly depends on the quality of service delivered (Caruana, Money, & Berthon, 2000; Cheruiyot & Maru, 2013; Haynes & Fryer, 2000). Quality of service has great impact on customer satisfaction; service quality and customer satisfaction are interchangeably used by the authors and practitioners (Angur, Nataraajan, & Jahera Jr, 1999). A satisfied customer is expected to turn loyal, spread positive word-of-mouth that aids service providers to get new customers without capitalizing much in advertising and promotion (Zeithaml & Bitner, 2000). The intangible nature of services makes it difficult for researchers to find expectations of customer, they rather measure customer satisfaction to assess the actual service quality delivered (Patterson et al, 1997; Sharma & Ojha, 2004)
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