Job stress, emotional labor, and emotional intelligence as predictors of turnover intention: Evidence from two service occupations

Abstract

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.