Abstract
The objective of this study is to investigate the impact of emotional intelligence on turnover intention, noting the mediating roles of work-family conflict and job burnout as well as the moderating effect of perceived organizational support. Survey data collected from 722 employees at banks in Vietnam was analyzed to provide evidence. Results from the partial least squares structural equation modeling (PLS-SEM) using the SmartPLS 3.0 program indicated that there was a negative effect of emotional intelligence on employees’ turnover intention; this was mediated partially through work-family conflict and job burnout. Besides, this study indicated that perceived organizational support could decrease work-family conflict, job burnout and turnover intention of employees. It could also moderate the relationship between emotional intelligence and work-family conflict. This negative relationship was stronger for employees who work in a supportive environment. The main findings of this research provided some empirical implications for the Vietnamese banking industry. It implied that organizations in the service industry should try to improve their employees’ work-family balance, reduce job burnout and take advantage of these emotional balances and supportive environments to create beneficial outcomes.
Highlights
In recent years, the notion of turnover intention has become a central attraction of research in various fields of managerial disciplines, prompting more and more executives/managers in different business sectors to take this concept into consideration to effectively manage their employees [1]
The minimum factor loading for Use of emotion = 0.791, Regulation of emotion = 0.825, Self-emotion appraisal = 0.680, Others’ emotion appraisal = 0.834, Emotional intelligence = 0.609, Perceived organizational support = 0.632, Work interference with family = 0.833, Job burnout = 0.818, and Turnover intention = 0.604
Hypothesis 14: The results indicated income negatively related to turnover intention (p-value = 0.065) at the significance level of 10%, which means that bankers who had a high income tended to Hypothesis 13 predicted that perceived organizational support would moderate the relationship between emotional intelligence and job burnout
Summary
The notion of turnover intention has become a central attraction of research in various fields of managerial disciplines, prompting more and more executives/managers in different business sectors to take this concept into consideration to effectively manage their employees [1]. In the 21st century, the concept of job turnover intention is considered as a key concept in management for a successful career of an employee and business survival at all levels, predominantly in the service industry [4,5]. Understanding employees’ emotions and feelings toward work is another recent concern that organizations are struggling to manage. The issue, is how individual employees manage their emotions effectively and lessen job turnover intention. Most successful service organizations understand their people’s feelings and always have special concerns about any issues that may threaten the employees. It is broadly termed emotional intelligence (EQ) that enables an employee to work together with others toward achieving a common goal. Emotional intelligence will enhance employees’ suitable emotions in fulfilling customers’ expectations that help to form a positive image of the organization [4,7]
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