Management of frontline financial sales personnel
- Authors
- Oh, Joon-hee; Park, Jung Kun; Rutherford, Brian N
- Issue Date
- Jun-2014
- Publisher
- Palgrave Macmillan Ltd.
- Citation
- Journal of Financial Services Marketing, v.19, no.3, pp.208 - 220
- Indexed
- SCOPUS
- Journal Title
- Journal of Financial Services Marketing
- Volume
- 19
- Number
- 3
- Start Page
- 208
- End Page
- 220
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/159693
- DOI
- 10.1057/fsm.2014.19
- ISSN
- 1363-0539
- Abstract
- The employee turnover rate within the financial services industry is one of the highest among all industries. Studies demonstrate that a salesperson's organizational commitment and propensity to leave are impacted by job satisfaction and emotional exhaustion. This study examines the relationships among emotional exhaustion, organizational commitment, propensity to leave and the facets of job satisfaction. Findings support that: (i) financial services salespeople's propensity to leave is influenced by emotional exhaustion, (ii) emotional exhaustion is mediated by multi-faceted job satisfaction in predicting organizational commitment and (iii) the facets of job satisfaction are, in part, mediated by organizational commitment in predicting propensity to leave.
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