DefinePK

Abstract

Customer related social stresses have adverse effects on the employee and that leads to the turnover intention among the employees. The present study is based on the affective event theory and is also focused to expand our knowledge on the effects of customer related social stresses. This study examined the impact of customer related social stresses on turnover intention through the moderating effect of emotional intelligence. Data were collected from a sample of 202 from bank employees. Questionnaire was used to collect the data from employees working in different branches of different banks in twin cities of Pakistan i.e., Mardan and Nowshera. Results suggest that there is positive relationship between customer’s related social stresses and turnover intention. Whereas moderating effect was also recognized, the relationship between customers related social stresses and turnover intention. Limitations and future research directions also discussed.