An Empirical Investigation of the Relationship Between Role Stressors, Emotional Exhaustion and Turnover Intention in the Airline Industry

This study examines the relationships among job stress factors (overload, ambiguity, and conflict), emotional exhaustion (EE), and voluntary turnover intention. A total of 400 survey questionnaires were distributed, and 366 usable surveys were used for data analysis. The study results showed that the three role stress factors are critical antecedents of EE. In addition, this study confirmed that customer contact employees exposed to excessive or long-term job stress can be emotionally exhausted and that stress can eventually lead to voluntary turnover. Accordingly, airline firms need to provide coping and intervention strategies for stress management, by creating a stress management culture within the organization, providing special training programs, developing clear job descriptions, and redesigning the physical work environment.