Job Stress, Emotional Labor, and Emotional Intelligence as Predictors of Turnover Intention: Evidence from Two Service Occupations

Bolanle Ogungbamila, Anthony G. Balogun, Adepeju Ogungbamila, Richard S. Oladele


This study investigated the extent to which job stress, emotional labor, and emotional intelligence predict turnover intention among bank and health workers. Sample comprised 270 employees (bank = 149; health = 121), whose ages averaged 33.04 (SD = 7.86). Results of the hierarchical multiple regression revealed that job stress did not predict turnover intention. However, emotional labor increased employees’ turnover intention. Emotional intelligence led to a reduction in employees’ level of turnover intention. Bank workers reported higher level of turnover intention than health workers. In order to reduce turnover intention among employees in service occupations, emotional demands placed on them should be reduced while their level of emotional intelligence should be enhanced.

DOI: 10.5901/mjss.2014.v5n6p351

Full Text: PDF

Licenza Creative Commons
This work is licensed under Creative Commons Attribution 3.0 License.

Mediterranean Journal of Social Sciences ISSN 2039-9340(Print) ISSN 2039-2117(Online)

Copyright © MCSER-Mediterranean Center of Social and Educational Research

To make sure that you can receive messages from us, please add the '' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders..