Mediating Mechanism of Burnout in the Effect of Stress on Turnover Intention and Service Quality of Employees

Abstract

This study was conducted to examine the effect of stress on turnover intention and service quality of employees. The study further probed the mediating role of burnout in the hypothesized effects. The researchers took a sample of nursing and administrative staff from AJ&K. The study applied a dyadic approach and collected time lagged data to avoid common method biases. Data of stress, burnout and turnover intention were collected from health workers while of service quality from patients and attendants. For analysis, the study used AMOS and SPSS. The hypothesized direct effects were checked by applying SEM. PROCESS macro of Hayes (2013) was then applied for probing the mediating mechanism. The results show a positive (negative) effect of stress on turnover intention (service quality) of the employees. This effect was mediated by burnout. The study suggested interventions to manage the issue of stress for better service quality and retention of employees.