IMPACTS OF EMOTIONAL INTELLIGENCE, TURNOVER INTENTION, AND JOB SATISFACTION ON EMPLOYEES’ COMMITMENT AND LOYALTY IN RETAIL INDUSTRY AT HOCHIMINH CITY
Main Article Content
Abstract
The puporse of this study is conducted to test the impacts of emotional intelligence, turnover intention, and job satisfaction on employees’ commitment and loyalty in retail industry at Hochiminh city. Using structural equation modeling to check hypotheses by analyzing draw database collected from the survey of 286 employees who work in retail industry at Hochiminh city. The research results show that emotional intelligence has closed relationship with employees’ mentality and behaviors in retail industry. In practice, enterprises should manage recruitment and using workforce in order to increase their emotional intelligence. In additional, it is necessary to focus on building a friendly, sharing working environment whereby employees voluntarily engage and be loyal to where they are working.
Article Details
Keywords
Employee loyalty, Retail industry, Employee commitment, Emotional intelligence
References
Aghdasi, S., Kiamanesh, A. R., & Ebrahim, A. N. (2011). Emotional intelligence and organizational commitment: Testing the mediatory role of occupational stress and job satisfaction. Procedia - Social and Behavioral Sciences, 29, 1965–1976. https://doi.org/10.1016/j.sbspro.2011.11.447
Akgunduz, Y., & Sanli, S. C. (2017). The effect of employee advocacy and perceived organizational support on job embeddedness and turnover intention in hotels. Journal of Hospitality and Tourism Management, 31, 118–125. https://doi.org/https://doi.org/10.1016/j.jhtm.2016.12.002
Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing Construct Validity in Organizational Research. Administrative Science Quarterly, 36(3), 421–458. https://doi.org/10.2307/2393203
Barreiro, C. A., & Treglown, L. (2020). What makes an engaged employee? A facet-level approach to trait emotional intelligence as a predictor of employee engagement. Personality and Individual Differences, 159(September 2018), 109892. https://doi.org/10.1016/j.paid.2020.109892
Biggs, A., Brough, P., & Barbour, J. P. (2014). Strategic alignment with organizational priorities and work engagement: A multi-wave analysis. Journal of Organizational Behavior, 35(1), 301–317. https://doi.org/10.1002/job
Book, L., Gatling, A., & Kim, J. (Sunny). (2019). The effects of leadership satisfaction on employee engagement, loyalty, and retention in the hospitality industry. Journal of Human Resources in Hospitality and Tourism, 18(3), 368–393. https://doi.org/10.1080/15332845.2019.1599787
Chuang, N. K., Yin, D., & Dellmann-Jenkins, M. (2009). Intrinsic and extrinsic factors impacting casino hotel chefs’ job satisfaction. International Journal of Contemporary Hospitality Management, 21(3), 323–340. https://doi.org/10.1108/09596110910948323
Ciarrochi, J. V., Chan, A. Y. C., & Caputi, P. (2000). A critical evaluation of the emotional intelligence construct. Personality and Individual Di?Erences, 28, 539–561. https://doi.org/10.1109/INFCOM.2009.5061983
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences. Lawrence Erlbaum Associates, Publishers.
Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An Interdisciplinary review. Journal of Management, 31(6), 874–900. https://doi.org/10.1177/0149206305279602
De Simone, S., Planta, A., & Cicotto, G. (2018). The role of job satisfaction, work engagement, self-efficacy and agentic capacities on nurses’ turnover intention and patient satisfaction. Applied Nursing Research, 39, 130–140. https://doi.org/https://doi.org/10.1016/j.apnr.2017.11.004
Dung, N. T. P., & Huệ, V. H. (2019). Tác động của trí tuệ cảm xúc đến căng thẳng trong công việc của PG tại thành phố Cần Thơ. Tạp Chí Khoa Học Kinh Tế, 7(1), 126–136.
Elegido, J. M. (2013). Does It Make Sense to Be a Loyal Employee? Journal of Business Ethics, 116(3), 495–511. https://doi.org/10.1007/s10551-012-1482-4
Ellickson, M. C., & Logsdon, K. (2002). Determinants of Job Government Employees. Public Personnel Management, 31(3), 343–358.
Ellinger, A. E., Musgrove, C. (Casey) F., Ellinger, A. D., Bachrach, D. G., Elmadağ Baş, A. B., & Wang, Y.-L. (2013). Influences of organizational investments in social capital on service employee commitment and performance. Journal of Business Research, 66(8), 1124–1133. https://doi.org/https://doi.org/10.1016/j.jbusres.2012.03.008
Frempong, L. N., Agbenyo, W., & Darko, P. A. (2018). The Impact of Job Satisfaction on Employees’ Loyalty and Commitment: A Comparative Study Among Some Selected Sectors in Ghana. European Journal of Business and Management, 10(12), 95–105.
Goleman, D. (2018). HBR Emotional Intelligence Series. Harvard Business Review Press.
Griffeth, R. W., Hom, P. W., & Gaertner, S. (2000). A meta-analysis of antecedents and correlates of employee turnover: Update, moderator tests, and research implications for the next millennium. Journal of Management, 26(3), 463–488. https://doi.org/10.1177/014920630002600305
Hair, J.F., Hult, G.T.M., Ringle, C.M., and Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications.
Hair et al. (2010). Multivariate Data Analysis. Seventh Edition. Prentice Hall. In England: Pearson.
Halbesleben, J. R. B., Neveu, J. P., Paustian-Underdahl, S. C., & Westman, M. (2014). Getting to the “COR”: Understanding the Role of Resources in Conservation of Resources Theory. Journal of Management, 40(5), 1334–1364. https://doi.org/10.1177/0149206314527130
Hobfoll, S. E. (1989). Conservation of Resources: A New Attempt at Conceptualizing Stress. American Psychologist, 44(3), 513–524. https://doi.org/10.1037/0003-066X.44.3.513
Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology, 50(3), 337–421. https://doi.org/10.1111/1464-0597.00062
Hobfoll, S. E. (2011). Conservation of resource caravans and engaged settings. Journal of Occupational and Organizational Psychology, 84(1), 116–122. https://doi.org/10.1111/j.2044-8325.2010.02016.x
Hobfoll, S. E., Halbesleben, J., Neveu, J. P., & Westman, M. (2018). Conservation of resources in the organizational context: The reality of resources and their consequences. Annual Review of Organizational Psychology and Organizational Behavior, 5(November 2017), 103–128. https://doi.org/10.1146/annurev-orgpsych-032117-104640
Hollingworth, D., & Valentine, S. (2014). Corporate social responsibility, continuous process improvement orientation, organizational commitment and turnover intentions. International Journal of Quality & Reliability Management, 31(6), 629–651. https://doi.org/10.1108/IJQRM-09-2012-0131
Homans, G. C. (1958). Social Behavior As Exchange. American Journal of Sociology, 63(6), 597–606.
Huyền, N. T. M., & Phượng, P. T. K. (2020). Bán lẻ Việt Nam - Thời cơ và thách thức trong tương lai gần. Con Số & Sự Kiện. Truy cập từ http://consosukien.vn/ban-le-viet-nam-thoi-co-va-thach-thuc-trong-tuong-lai-gan.htm
Ineson, E. M., Benke, E., & László, J. (2013). Employee loyalty in Hungarian hotels. International Journal of Hospitality Management, 32, 31–39. https://doi.org/https://doi.org/10.1016/j.ijhm.2012.04.001
Kernbach, S., & Schutte, N. S. (2005). The impact of service provider emotional intelligence on customer satisfaction. Journal of Services Marketing, 19(7), 438–444. https://doi.org/10.1108/08876040510625945
Lee, Y., Sally, Y., Hee, K., & Li, D. (2012). The impact of CSR on relationship quality and relationship outcomes: A perspective of service employees. International Journal of Hospitality Management, 31(3), 745–756. https://doi.org/10.1016/j.ijhm.2011.09.011
Locke, E. A. (1976). The nature and causes of job satisfaction. In Handbook of industrial and organizational psychology (M. D. Dunn, pp. 1297–1343). Chicago, IL: Rand McNally.
Mayer, J. D., & Salovey, P. (1993). The intelligence of emotional intelligence. Intelligence, 17(4), 433–442. https://doi.org/10.1016/0160-2896(93)90010-3
Mowday, R. T., Porter, L. W., & Dubin, R. (1974). Unit performance, situational factors, and employee attitudes in spatially separated work units. Organizational Behavior and Human Performance, 12(2), 231–248. https://doi.org/10.1016/0030-5073(74)90048-8
Muthuvelo, R., & Che Rose, R. (2005). Typology of Organisational Commitment. American Journal of Applied Sciences, 2(6), 1078–1081. https://doi.org/10.3844/ajassp.2005.1078.1081
Petrides, K. V, & Furnham, A. (2001). Trait Emotional Intelligence: Psychometric Investigation with Reference to Established Trait Taxonomies. European Journal of Personality, 15(6), 425–448. https://doi.org/10.1002/per.416
Preko, A., & Adjetey, J. (2013). A Study on the Concept of Employee Loyalty and Engagement on the Performance of Sales Executives of Commercial Banks in GHANA. International Journal of Business Research and Management (IJBRM), 4(2), 51.
Prentice, C. (2016). Leveraging employee emotional intelligence in casino profitability. Journal of Retailing and Consumer Services, 33, 127–134. https://doi.org/10.1016/j.jretconser.2016.08.011
Prentice, C., Chen, P. J., & King, B. (2013). Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts. International Journal of Hospitality Management, 35, 225–236. https://doi.org/10.1016/j.ijhm.2013.06.007
Prentice, C., Ma, E., & Wong, I. K. A. (2018). Performance driven outcomes—the case of frontline employees in the hospitality sector. Journal of Hospitality Marketing and Management, 28(1), 101–123. https://doi.org/10.1080/19368623.2018.1486767
Prentice, D. C. (2019). Managing service encounters with emotional intelligence. Journal of Retailing and Consumer Services, 51, 344–351. https://doi.org/https://doi.org/10.1016/j.jretconser.2019.07.001
Salovey, P., & Mayer, J. D. (1990). An Intelligent Look at Emotional Intelligence. Imagination, Cognition and Personality, 9(3), 185–211. https://doi.org/10.2190/DUGG-P24E-52WK-6CDG
Schaufeli, W. B., Salanova, M., Gonzalez-Roma, V., & Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal OfHappiness Studies, 3(1), 71–92. https://doi.org/10.1108/IJPSM-09-2017-0257
Slaski, M., & Cartwright, S. (2003). Emotional intelligence training and its implications for stress, health and performance. Stress and Health, 19(4), 233–239. https://doi.org/https://doi.org/10.1002/smi.979
Sony, M., & Mekoth, N. (2016). The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance. Journal of Retailing and Consumer Services, 30, 20–32. https://doi.org/https://doi.org/10.1016/j.jretconser.2015.12.003
Tett, R. P., & Meyer, J. P. (1993). Job Satisfaction, Organizational Commitment, Turnover Intention, and Turnover: Path Analyses Based on Meta-analytical Findings. Personnel Psychology, 46(2), 259–293.
Tuan, L. T. (2019). Effects of environmentally-specific servant leadership on green performance via green climate and green crafting. Asia Pacific Journal of Management. https://doi.org/10.1007/s10490-019-09687-9
Wen, J., Huang, S. (Sam), & Hou, P. (2019). Emotional intelligence, emotional labor, perceived organizational support, and job satisfaction: A moderated mediation model. International Journal of Hospitality Management, 81(December 2018), 120–130. https://doi.org/10.1016/j.ijhm.2019.01.009
Yee, R. W. Y., Yeung, A. C. L., & Edwin Cheng, T. C. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124(1), 109–120. https://doi.org/https://doi.org/10.1016/j.ijpe.2009.10.015
Akgunduz, Y., & Sanli, S. C. (2017). The effect of employee advocacy and perceived organizational support on job embeddedness and turnover intention in hotels. Journal of Hospitality and Tourism Management, 31, 118–125. https://doi.org/https://doi.org/10.1016/j.jhtm.2016.12.002
Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing Construct Validity in Organizational Research. Administrative Science Quarterly, 36(3), 421–458. https://doi.org/10.2307/2393203
Barreiro, C. A., & Treglown, L. (2020). What makes an engaged employee? A facet-level approach to trait emotional intelligence as a predictor of employee engagement. Personality and Individual Differences, 159(September 2018), 109892. https://doi.org/10.1016/j.paid.2020.109892
Biggs, A., Brough, P., & Barbour, J. P. (2014). Strategic alignment with organizational priorities and work engagement: A multi-wave analysis. Journal of Organizational Behavior, 35(1), 301–317. https://doi.org/10.1002/job
Book, L., Gatling, A., & Kim, J. (Sunny). (2019). The effects of leadership satisfaction on employee engagement, loyalty, and retention in the hospitality industry. Journal of Human Resources in Hospitality and Tourism, 18(3), 368–393. https://doi.org/10.1080/15332845.2019.1599787
Chuang, N. K., Yin, D., & Dellmann-Jenkins, M. (2009). Intrinsic and extrinsic factors impacting casino hotel chefs’ job satisfaction. International Journal of Contemporary Hospitality Management, 21(3), 323–340. https://doi.org/10.1108/09596110910948323
Ciarrochi, J. V., Chan, A. Y. C., & Caputi, P. (2000). A critical evaluation of the emotional intelligence construct. Personality and Individual Di?Erences, 28, 539–561. https://doi.org/10.1109/INFCOM.2009.5061983
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences. Lawrence Erlbaum Associates, Publishers.
Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An Interdisciplinary review. Journal of Management, 31(6), 874–900. https://doi.org/10.1177/0149206305279602
De Simone, S., Planta, A., & Cicotto, G. (2018). The role of job satisfaction, work engagement, self-efficacy and agentic capacities on nurses’ turnover intention and patient satisfaction. Applied Nursing Research, 39, 130–140. https://doi.org/https://doi.org/10.1016/j.apnr.2017.11.004
Dung, N. T. P., & Huệ, V. H. (2019). Tác động của trí tuệ cảm xúc đến căng thẳng trong công việc của PG tại thành phố Cần Thơ. Tạp Chí Khoa Học Kinh Tế, 7(1), 126–136.
Elegido, J. M. (2013). Does It Make Sense to Be a Loyal Employee? Journal of Business Ethics, 116(3), 495–511. https://doi.org/10.1007/s10551-012-1482-4
Ellickson, M. C., & Logsdon, K. (2002). Determinants of Job Government Employees. Public Personnel Management, 31(3), 343–358.
Ellinger, A. E., Musgrove, C. (Casey) F., Ellinger, A. D., Bachrach, D. G., Elmadağ Baş, A. B., & Wang, Y.-L. (2013). Influences of organizational investments in social capital on service employee commitment and performance. Journal of Business Research, 66(8), 1124–1133. https://doi.org/https://doi.org/10.1016/j.jbusres.2012.03.008
Frempong, L. N., Agbenyo, W., & Darko, P. A. (2018). The Impact of Job Satisfaction on Employees’ Loyalty and Commitment: A Comparative Study Among Some Selected Sectors in Ghana. European Journal of Business and Management, 10(12), 95–105.
Goleman, D. (2018). HBR Emotional Intelligence Series. Harvard Business Review Press.
Griffeth, R. W., Hom, P. W., & Gaertner, S. (2000). A meta-analysis of antecedents and correlates of employee turnover: Update, moderator tests, and research implications for the next millennium. Journal of Management, 26(3), 463–488. https://doi.org/10.1177/014920630002600305
Hair, J.F., Hult, G.T.M., Ringle, C.M., and Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications.
Hair et al. (2010). Multivariate Data Analysis. Seventh Edition. Prentice Hall. In England: Pearson.
Halbesleben, J. R. B., Neveu, J. P., Paustian-Underdahl, S. C., & Westman, M. (2014). Getting to the “COR”: Understanding the Role of Resources in Conservation of Resources Theory. Journal of Management, 40(5), 1334–1364. https://doi.org/10.1177/0149206314527130
Hobfoll, S. E. (1989). Conservation of Resources: A New Attempt at Conceptualizing Stress. American Psychologist, 44(3), 513–524. https://doi.org/10.1037/0003-066X.44.3.513
Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology, 50(3), 337–421. https://doi.org/10.1111/1464-0597.00062
Hobfoll, S. E. (2011). Conservation of resource caravans and engaged settings. Journal of Occupational and Organizational Psychology, 84(1), 116–122. https://doi.org/10.1111/j.2044-8325.2010.02016.x
Hobfoll, S. E., Halbesleben, J., Neveu, J. P., & Westman, M. (2018). Conservation of resources in the organizational context: The reality of resources and their consequences. Annual Review of Organizational Psychology and Organizational Behavior, 5(November 2017), 103–128. https://doi.org/10.1146/annurev-orgpsych-032117-104640
Hollingworth, D., & Valentine, S. (2014). Corporate social responsibility, continuous process improvement orientation, organizational commitment and turnover intentions. International Journal of Quality & Reliability Management, 31(6), 629–651. https://doi.org/10.1108/IJQRM-09-2012-0131
Homans, G. C. (1958). Social Behavior As Exchange. American Journal of Sociology, 63(6), 597–606.
Huyền, N. T. M., & Phượng, P. T. K. (2020). Bán lẻ Việt Nam - Thời cơ và thách thức trong tương lai gần. Con Số & Sự Kiện. Truy cập từ http://consosukien.vn/ban-le-viet-nam-thoi-co-va-thach-thuc-trong-tuong-lai-gan.htm
Ineson, E. M., Benke, E., & László, J. (2013). Employee loyalty in Hungarian hotels. International Journal of Hospitality Management, 32, 31–39. https://doi.org/https://doi.org/10.1016/j.ijhm.2012.04.001
Kernbach, S., & Schutte, N. S. (2005). The impact of service provider emotional intelligence on customer satisfaction. Journal of Services Marketing, 19(7), 438–444. https://doi.org/10.1108/08876040510625945
Lee, Y., Sally, Y., Hee, K., & Li, D. (2012). The impact of CSR on relationship quality and relationship outcomes: A perspective of service employees. International Journal of Hospitality Management, 31(3), 745–756. https://doi.org/10.1016/j.ijhm.2011.09.011
Locke, E. A. (1976). The nature and causes of job satisfaction. In Handbook of industrial and organizational psychology (M. D. Dunn, pp. 1297–1343). Chicago, IL: Rand McNally.
Mayer, J. D., & Salovey, P. (1993). The intelligence of emotional intelligence. Intelligence, 17(4), 433–442. https://doi.org/10.1016/0160-2896(93)90010-3
Mowday, R. T., Porter, L. W., & Dubin, R. (1974). Unit performance, situational factors, and employee attitudes in spatially separated work units. Organizational Behavior and Human Performance, 12(2), 231–248. https://doi.org/10.1016/0030-5073(74)90048-8
Muthuvelo, R., & Che Rose, R. (2005). Typology of Organisational Commitment. American Journal of Applied Sciences, 2(6), 1078–1081. https://doi.org/10.3844/ajassp.2005.1078.1081
Petrides, K. V, & Furnham, A. (2001). Trait Emotional Intelligence: Psychometric Investigation with Reference to Established Trait Taxonomies. European Journal of Personality, 15(6), 425–448. https://doi.org/10.1002/per.416
Preko, A., & Adjetey, J. (2013). A Study on the Concept of Employee Loyalty and Engagement on the Performance of Sales Executives of Commercial Banks in GHANA. International Journal of Business Research and Management (IJBRM), 4(2), 51.
Prentice, C. (2016). Leveraging employee emotional intelligence in casino profitability. Journal of Retailing and Consumer Services, 33, 127–134. https://doi.org/10.1016/j.jretconser.2016.08.011
Prentice, C., Chen, P. J., & King, B. (2013). Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts. International Journal of Hospitality Management, 35, 225–236. https://doi.org/10.1016/j.ijhm.2013.06.007
Prentice, C., Ma, E., & Wong, I. K. A. (2018). Performance driven outcomes—the case of frontline employees in the hospitality sector. Journal of Hospitality Marketing and Management, 28(1), 101–123. https://doi.org/10.1080/19368623.2018.1486767
Prentice, D. C. (2019). Managing service encounters with emotional intelligence. Journal of Retailing and Consumer Services, 51, 344–351. https://doi.org/https://doi.org/10.1016/j.jretconser.2019.07.001
Salovey, P., & Mayer, J. D. (1990). An Intelligent Look at Emotional Intelligence. Imagination, Cognition and Personality, 9(3), 185–211. https://doi.org/10.2190/DUGG-P24E-52WK-6CDG
Schaufeli, W. B., Salanova, M., Gonzalez-Roma, V., & Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal OfHappiness Studies, 3(1), 71–92. https://doi.org/10.1108/IJPSM-09-2017-0257
Slaski, M., & Cartwright, S. (2003). Emotional intelligence training and its implications for stress, health and performance. Stress and Health, 19(4), 233–239. https://doi.org/https://doi.org/10.1002/smi.979
Sony, M., & Mekoth, N. (2016). The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance. Journal of Retailing and Consumer Services, 30, 20–32. https://doi.org/https://doi.org/10.1016/j.jretconser.2015.12.003
Tett, R. P., & Meyer, J. P. (1993). Job Satisfaction, Organizational Commitment, Turnover Intention, and Turnover: Path Analyses Based on Meta-analytical Findings. Personnel Psychology, 46(2), 259–293.
Tuan, L. T. (2019). Effects of environmentally-specific servant leadership on green performance via green climate and green crafting. Asia Pacific Journal of Management. https://doi.org/10.1007/s10490-019-09687-9
Wen, J., Huang, S. (Sam), & Hou, P. (2019). Emotional intelligence, emotional labor, perceived organizational support, and job satisfaction: A moderated mediation model. International Journal of Hospitality Management, 81(December 2018), 120–130. https://doi.org/10.1016/j.ijhm.2019.01.009
Yee, R. W. Y., Yeung, A. C. L., & Edwin Cheng, T. C. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124(1), 109–120. https://doi.org/https://doi.org/10.1016/j.ijpe.2009.10.015
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