A study on turnover intention of customer relationship executive (CRE) in Maybank

Turnover is always become a major issue facing by most of the organization in every industry including banking sector. Employees are choosing to leave the organization for so many reasons. Therefore, this study was conducted to determine and identify turnover intention factors among the Customer Rel...

Full description

Saved in:

Bibliographic Details
Main Author:	Kamal Afendi, Shaharin
Format:	Thesis
Language:	eng eng
Published:	2013
Subjects:	HF5549-5549.5 Personnel Management Employment
Online Access:	https://etd.uum.edu.my/5205/1/s810927.pdf https://etd.uum.edu.my/5205/2/s810927_abstract.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.5205
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Johari, Husna
topic	HF5549-5549.5 Personnel Management Employment
spellingShingle	HF5549-5549.5 Personnel Management Employment Kamal Afendi, Shaharin A study on turnover intention of customer relationship executive (CRE) in Maybank
description	Turnover is always become a major issue facing by most of the organization in every industry including banking sector. Employees are choosing to leave the organization for so many reasons. Therefore, this study was conducted to determine and identify turnover intention factors among the Customer Relationship Executive (CRE) worked in Maybank. Turnover cause negative impact to the growth, performance and increase the operational cost of the bank. This study was examining the independent variable named Job Satisfaction, Workload Stress and Recruitment Process has any significant relationship to the dependent variable with is turnover intention among the Customer Relationship Executive (CRE) in the bank. The sample (questionnaire) extended over to 113 Customer Relationship Executive (CRE) in all regions. Statistical data was analyzed using SPSS version 18.0 with four techniques of analysis named Descriptive analysis, Reliability analysis, Correlation analysis, and Regression analysis. The research conducted was discussed in every aspect of theoretical and practical related to the independent and dependent variables to find which factor is most influence the CRE turnover intention. Based on the finding, the result shows that the factors influence the Customer Relationship Executive turnover intention in Maybank was significant related to the workload stress facing by the CRE. Thus, the rectification and recommendation associated to CRE turnover intention was suggested in this study based on literature and suggestion by other researcher with regard to turnover intention issue. Turnover intention research with respect to the banking sector is very limited. Hence, this finding is believe can contribute to understanding of turnover intention among the employees in banking sector especially in Malaysia
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Kamal Afendi, Shaharin
author_facet	Kamal Afendi, Shaharin
author_sort	Kamal Afendi, Shaharin
title	A study on turnover intention of customer relationship executive (CRE) in Maybank
title_short	A study on turnover intention of customer relationship executive (CRE) in Maybank
title_full	A study on turnover intention of customer relationship executive (CRE) in Maybank
title_fullStr	A study on turnover intention of customer relationship executive (CRE) in Maybank
title_full_unstemmed	A study on turnover intention of customer relationship executive (CRE) in Maybank
title_sort	study on turnover intention of customer relationship executive (cre) in maybank
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2013
url	https://etd.uum.edu.my/5205/1/s810927.pdf https://etd.uum.edu.my/5205/2/s810927_abstract.pdf
_version_	1776103673222397952
spelling	my-uum-etd.52052023-02-01T06:20:14Z A study on turnover intention of customer relationship executive (CRE) in Maybank 2013 Kamal Afendi, Shaharin Johari, Husna Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment Turnover is always become a major issue facing by most of the organization in every industry including banking sector. Employees are choosing to leave the organization for so many reasons. Therefore, this study was conducted to determine and identify turnover intention factors among the Customer Relationship Executive (CRE) worked in Maybank. Turnover cause negative impact to the growth, performance and increase the operational cost of the bank. This study was examining the independent variable named Job Satisfaction, Workload Stress and Recruitment Process has any significant relationship to the dependent variable with is turnover intention among the Customer Relationship Executive (CRE) in the bank. The sample (questionnaire) extended over to 113 Customer Relationship Executive (CRE) in all regions. Statistical data was analyzed using SPSS version 18.0 with four techniques of analysis named Descriptive analysis, Reliability analysis, Correlation analysis, and Regression analysis. The research conducted was discussed in every aspect of theoretical and practical related to the independent and dependent variables to find which factor is most influence the CRE turnover intention. Based on the finding, the result shows that the factors influence the Customer Relationship Executive turnover intention in Maybank was significant related to the workload stress facing by the CRE. Thus, the rectification and recommendation associated to CRE turnover intention was suggested in this study based on literature and suggestion by other researcher with regard to turnover intention issue. Turnover intention research with respect to the banking sector is very limited. Hence, this finding is believe can contribute to understanding of turnover intention among the employees in banking sector especially in Malaysia 2013 Thesis https://etd.uum.edu.my/5205/ https://etd.uum.edu.my/5205/1/s810927.pdf text eng public https://etd.uum.edu.my/5205/2/s810927_abstract.pdf text eng public masters masters Universiti Utara Malaysia Abraham Carmeli, (2005) "The relationship between organizational culture and withdrawal intentions and behavior", International Journal of Manpower, Vol. 26 Iss: 2, pp. 177–195. Abu Musa, Ahmad A (2006) Perceived Security Threats of Computerized Accounting Information System in the Egyptian Banking Industry, Journal of Information System Vol. 20, No. 1 Spring, hlm. 187-203. Accenture (2008), Bankenverband and respective Central Bank data, Dec. 2008. Alexander, J.A; Liechtenstein, R.O, & Hellmann, E. (1998). A causal model of voluntary turnover among nursing personnel in long term psychiatric setting. Research in Nursing and Health 21 (5), 415-427. Anselmi, A & Gomes, ELP. 1997 Turnover of nursing staff at the hospitals of the Ribeiroa Preto municipality. Ribeirao Preto: Nursing School of the University of Sao Paulo. Aryee, S. and T. Wyatt, 1991. Antecedents of organizational commitment and turnover intentions among professional accountants in different employment settings in Singapore. J. Soc. Psychol., 13: 545-556. DOI: 10.1080/00224545. 1991.9713884. Arndt, A., Arnold, T. J., & Landry, T. D. (2006). The effects of polychronic-orinentation upon retail employee satisfaction and turnover. Journal of Retailing, 82(4), 319-330. http://dx.doi.org/10. 1016/j.jretai.2006.08.005. Ballantyne, I. (2009). Recruiting and selecting staff in organizations. in S. Gilmore and Williams, S. (eds) Human Resource Management, Oxford: Oxford University Press. Bastos, A.C., Collins, M.B. and Kenyon, N.H. (2003). Water and sediment movement around a coastal headland: Portland Bill, Southern UK. Ocean Dynamics, 53, 309-321. Barak, Nissley, & Levin (2001). Antecedents to retention and turnover among child welfare, social work and other human services employees: What can we learn from past research? A review and meta-analysis. Social Service Review, 75(4), 625-38. Barak, M. E., J.A. Nissly and A. Levin, 2001. Antecedents to retention and turnover among child welfare, social work and other human service employees: What can we learn from past research? A review and met analysis. Soc. Serv. Rev., 75: 625-661. Ben (C.) Fletcher, Roy L. Payne, (1980) "Stress At Work: A Review and Theoretical Framework, II", Personnel Review, Vol. 9 Iss: 2, pp. 5-8. Bluedorn, A. 1982. The theories of turnover: Causes, effects, and meaning. Res. Sociol. Organ. 175–128. Briner, Rob B., Chiara Amati, and Ronny Lardner (2003). Development of Internal Company Standards of Good Management Practice and a Task-based Risk Assessment Tool for Offshore Work-related Stressors. Health and Safety Executive Research Report 107. Burke, R.J. (1988), “Sources of managerial and professional stress in large organisations”, in Cooper, C.L. and Payne, R. (Eds), Causes, Coping and Consequences of Stress at Work, John Wiley & Sons, Chicester, pp. 77-112. Carlopio, J., Andrewartha, G. and Armstrong, H. (1997), Developing Management Skills in Australia, Longman, South Melbourne. Cangelosi, J. D., Markhan, F. S., & Bounds, W. T. (1998). Factors related to nurse retention and turnover: an updated study [Abstract]. Health Market Quarterly, 15(3), 25-43. Caulfield, N., Chang, D., Dollard, M., Elshaug, C. (2004), A Review of Occupational Stress Interventions in Australia, International Journal of Stress Management, 2004, 11, 2, pp 149-166. Cummins R.C. (1990). Job stress and the buffering effort of supervisory support, Group and Organizational Studies, 15(1), pp. 92-104. Chartered Institute of Personnel and Development (2004), Fact sheet on employee turnover and retention. Chiu, L.Z., Fry, A.C., Weiss, L.W., Schilling, B.K., Brown, L.E., & Smith, S.L. (2003). Postactivation potentiation response in athletic and recreationally trained individuals. Journal of Strength and Conditioning Research. 17(4), 671-677. CIPD (2004). Resourcing and talent planning: Annual survey report 2010. London: Chartered Institute of Personal Development. Cohen-Mansfield, J. (1995). Stress in nursing home staff: A review and a theoretical model. Journal of Applied Gerontology, 14 (4), 444-467. Cohen, A. & Golan, R. (2007). Predicting absenteeism and turnover intentions by past absenteeism and work attitudes. Career Development International, 12(5), 416-432. Cohen, J. W. (1988). Statistical power analysis for the behavioral sciences (2nd edn). Hillsdale, NJ: Lawrence Erlbaum Associates. Coomber, B. & Barriball, K. L. (2007). Impact of job satisfaction components on intent to leave and turnover for hospital-based nurses: a review of the research literature. International Journal of Nursing Studies, 44, 297-314. Coomber, B. & Barriball, K. L. (2007). Impact of job satisfaction components on intent to leave and turnover for hospital-based nurses: a review of the research literature. International Journal of Nursing Studies, 44, 297-314. Cooper, C.L. and Marshall, J. (1976), “Occupational sources of stress: a review of the literature relating to coronary heart disease and mental health”, Journal of Occupational Psychology, Vol. 49, pp. 11-28. Cooper CL, Watts J, Kelly M.,(1987) Job satisfaction, mental health, and job stressors among general dental practitioners in the UK. Br Deni J1987; 162:77-81. Dalton, D., W. Todor. 1979. Turnover turned over: An expanded and positive perspective. Acad. Management Rev. 4(2) 225–235. DeCenzo, D and Robbins, P (1999) Homan Resource Management, Printed in the United States of America. DeFrank, R.S. and Ivancevich, J.M. (1998), “Stress on the job: an executive update”, Academy of Management Executive, Vol. 12 No. 3, pp. 55-66. Denison, D. R., Hart, S. L., and Kahn, J. A. 1996. From chimneys to cross-functional teams: developing and validating a diagnostic model, Academy of Management Journal, 39, 4, 1005-1023. Douglas B. Currivan (1990) The Causal Order of Job Satisfaction and Organizational Commitment in models of Employees Turnover, University of Massachusetts Boston, USA Volume 9, Number 4, 1990, pages 495-524. Dunnett and Locke E. A (1976), The nature and causes of job satisfaction. Handbook of Industrial and Organizational Psychology (1297-342) Chicago, Rand McNally. Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology,71, 500–507. Eisenberger, R., Fasolo, P.M., & Davis-LaMastro, V. (1990). Effects of perceived organizational support on employee diligence, innovation, and commitment. Journal of Applied Psychology, 53, 51-59. Ernst & Young (2011), A new era of customer expectation, Global Consumer Banking Survey, EYGM Limited. Fang, Y. (2001). Turnover propensity and its causes among Singapore nurses: an empirical study. International Journal of Human Resource Management, 12(5), 859-871. Friedman, M., & Rosenman, R. H. (1959). Association of Specific Overt Behavior Pattern With Blood and Cardiovascular Findings Blood Cholesterol Level, Blood Clotting Time, Incidence of Arcus Senilis, and Clinical Coronary Artery Disease. Journal of the American Medical Association, 169(12), 1286-1296. Foot, M. and Hook, C. (2005), Introducing Human Resource Management, 4th edition, Spain, Prentice Hall Geri, LW & Judith, H. 2001 Research in nursing. Methods, critical evaluation and use. 4th edition. Rio de Janeiro: Guanabara Koogan S.A. George, D., & Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference. 11.0 update (4th Ed.), Boston: Allyn & Bacon. Gliem, J. A., & Gliem, R. R. (2003). Calculating, interpreting, and reporting Cronbach’s alpha reliability coefficient for Likert-type scales. Midwest Research to Practice Conference in Adult, Continuing, and Community Education, retrieved January 10, 2008 from http://www.alumniosu.org/midwest/midwest%20 papers/Gliem%20&%20Gliem-Done.pdf. Gupta, N., & Beehr, T. A. (1979). Job stress and employee behaviors. Organizational behavior and Human Performance, 23, 373-387. Hart, S.G. & Staveland, L.E. (1988). Development of NASA-TLX (Task Load Index): Results of empirical and theoretical research. In P.A. Hancock& N. Meshkati (Eds.) Human Mental Workload. Elsevier. Hayes, L. J., O'Brien-Pallas, L., Duffield, C., Shamian, J., Buchan, J. & Hughes, F. (2006). Nurse turnover: a literature review. International Journal of Nursing Studies, 43, 237-263. Harrington, D.; Bean, N.; Pintello, D.; and Mathews, D.(2001), "Job Satisfaction and Burnout: Predictors of Intentions to Leave a Job in a Military Setting", Administration in Social Work, Vol. 25, No.3, pp. 1-16. Han, S.S, Sohn, I.S, & Kim, N.E. (2009). New nurse turnover intention and influencing factors. Journal of Korean Academy of Nurses, 39(6), 878-87. Hemingway, M. A., & Smith, C. S. (1999). Organizational climate and occupational stressors as predictors of withdrawal behaviors and injuries in nurses. Journal of Occupational & Organizational Psychology, 72 (3), 285-300. Herzberg, F. (1966). Work and the nature of man. Cleveland, OH: World Publishing Company. Hinshaw, A. S., & Atwood, J. R. (1983). Nursing staff turnover, stress, and satisfaction: Models, measures, and management. Annual Review of Nursing Research, 1, 133-153. High Net Worth and Affluent Banking Management Report (2012), retrieved from: http://www.maybank.com.my. Heneman and Timothy A. Judge (2005), Staffing Organizations, New York, McGraw-Hill Higher Education. Hoppock, R (1935). Job satisfaction New York: Harper and Brothers Human Resources Management, Retrieved September 2012, http://www.ehow.com/info. Irvine, D. M., & Evans, M. G. (1995). Job satisfaction and turnover among nurses: Integrating research across studies. Nursing Research, 44 (4), 246-253. Irvine, D. M., & Evans, M. G. (1995). Job satisfaction and turnover among nurses: Integrating research across studies. Nursing Research, 44 (4), 246-253. Iskra-golec, i., Folkard, s., marek, t. and noworoc, c. (1996), health, well being and burnout of icu nurses on 12 and 8 hour shifts, work and stress,10, 251–256. Jamal, M. (1997). Job stress, satisfaction and mental health: An empirical examination of self employed and non-self employed Canadians. Journal of Small Business Management 35(4), 48-57. Jackson, S. E., & Schuler, R. S. (1997). Technical and Strategic Human Resource Management Effectiveness As Determinants of Firm Performance. Academy of Management Journal, 40(1), 171-188. Julie Pallant, (2005), SPSS Survival Manual: A step by step guide to data analysis using SPSS for window, Bookhouse, Sedney. Judge, T., Bono, J. & Locke, E., (1977). Personality and Job Satisfaction: The mediating Role of Job Characteristics. Journal of Applied Psychology, 85, 237-249. Khatri, N., Fern, C. T., & Budhwar, P. (2001). Explaining Employee Turnover in An Asian Context. Human Resource Management Journal, 11(1), 54-74. Laurie J. Mullins (2005) Management and Organizational Behaviour, Pearson Education Limited, Edinburgh Gate Harlow, England. Larrebee, J. H., Janney, M. A., Ostrow, C. L., Withrow, M. L., Hobbs Jr., G. R. & Burant, C. (2003). Predicting registered nurse job satisfaction and intent to leave. Journal of Nursing Administration, 33(5), 271-283. Landsbergis, P. A. (1988). Occupational stress among health care workers: A test of the job demands control model. Journal of Organizational Behavior, 9, 217± 239. Levinson, E. M.(1989). Job satisfaction among school psychologists: A replication study. Psychological Reports, 65, 579-584. Lee, T. W. & Mitchell, T. R. (1994). An alternative approach the unfolding model of employee turnover. Academy of Management Review, 19, 51–89. Lee, T. W.; and Mowday, R. T. (1987), "Voluntarily Leaving an Organization: An Empirical Investigation of Stress and Mowdays Model of Turnover", Academy of Management Journal, pp. 721-743. Leontaridi, Rannia M. and Ward-Warmedinger, Melanie E., Work-Related Stress, Quitting Intentions and Absenteeism (May 2002). IZA Discussion Paper No. 493. Available at SSRN: http://ssrn.com/abstract= 314207. Locke, E. A. (1969). What is Job Satisfaction? OB and Human Performance, Vol. 4, pp 309-336. Locke, E. A., & Henne, D. (1986). Work motivation theories. In C. K. Cooper & I. Robertson (Eds.), International review of industrial and organizational psychology. New York: Wiley. Lum L., Kervin J., Clark K., Reid F. & Sirola W. (1998), ‘Explaining nursing turnover intent: job satisfaction, pay satisfaction or organizational commitment?’, Journal of Organizational Behaviour, vol.19(3), pp. 305-320. Lucas, M. D., Atwood, J. R., & Hagaman, R. (1993). Replication and validation of anticipated turnover model for urban registered nurses. Nursing Research, 42 (1), 29-35. Lucas G.H., (1985). “The relationship between job attitudes, personal characteristics, and job outcomes: a study of retail store managers”, Journal of Retailing, vol. 61, no. 1, pp. 35–62, March and Simon (1958), Human Resource Management, 36(1), 57- 63.http://dx.doi.org/10.1002/(SICI)1099-050X (199721)36:1<57::AIDHRM10>3.0.CO;2-B. Marcia Boyer, James L. Price, and Roderick D. Iverson. (1994). “Employee Attachment and Noncoercive Conditions of Work: The Case of Dental Hygienists.” Work and Occupations 21(2):179–212. Malatji, L.I. 2007. The Impact of the Merger on Employee Satisfaction. Tshwane University of Technology. Witbank. Maslow, A. (1954). Motivation and personality. New York: McGraw Hill. Maybank New House retrieved from: http://www.maybank.com.my. Maybank Six Month Report (2011) retrieved from: http://www.maybank.com.my. McBey, K. and L. Karakowsky, (2001). Examining sources of influence on employee turnover in the part-time work context. Career Develop. Int., 6: 39- 47. McGee, R. (1971). Academic Janus. San-Francisco: Jossey-Bass. Megat Zaharudin Megat Mohd Nor (2011) retrieved from: http://www.maybank.com.my. Menatallah Darrag, Ahmed Mohamed, Hadia Abdel Aziz, (2010) "Investigating recruitment practices and problems of multinational companies (MNCs) operating in Egypt", Education, Business and Society: Contemporary Middle Eastern Issues, Vol. 3 Iss: 2, pp. 99-116. Mobley, W. H. (1977), "Intermediate Linkages in the Relationship between Job Satisfaction and Employee Turnover", Journal of Applied Psychology, Vol. 62, pp. 237-240. Mobley, W. (1982). Employee Turnover, Causes, Consequences, and Control. Addison-Wesley. Mobley, W. H. (1977). Intermediate linkages in the relationship between job satisfaction and employee turnover. Journal of Applied Psychology, 62(2), 237-240. Mobley, Horner, and Hollingsworth (1978) turnover model: A useful reexamination. Journal of Management, 12, 433-443. Moore, J.E. (2002). One road to turnover: an examination of work exhaustion in technology professionals, MIS Quarterly, 24(1), 141-168. Mowday, R.T., Porter, l.W. and Steers, R.M. (1982), Employee Organizational Linkages Academy Press, New York. Mowday, R. T.; Porter, L. W.; and Steers, R. M. (1982), Employee – Organization Linkages: The Psychology of Commitment. Absenteeism and Turnover, Academic Press, New York. Moser, K. (1997). Commitment in organizations. Psychologies 41 (4), 160-170. Muller, C.W. & Price, J. L. (1990), Economic, psychological, and sociological determinants of voluntary turnover. The Journal of Behavioral Economics, 19, 321-335. Mullins, Laurie J. (2005), Management and Organisational Behaviour. 7th ed. Pearson Education Limited, Essex, England. Nele Soens, Dirkt Buyens & M. Susan Taylor (2011), First Line Implementation of High Performance Work System: Exploring direct and Mediated Relationship with Work Unit Performance, Vlerick Leuven Gent Management School. Nelson, D.L. and Burke, R.J. (2000), “Women executives: health, stress, and success”, Academy of Management Executive, Vol. 14 No. 2, pp. 107-21. Pareek (2008) OD yesterday, today and tomorrow. NHRD Network Journal,2(3), 165-167. Peter, Laurence J; Hull, Raymond (1969). The Peter Princilple: Why Things Always Go Wrong. New York: William Mprrpw and Company. Pilbeam, S. and M. Corbridge (2006) People Resourcing. Contemporary HRM in Practice, London: Prentice Hall. Polit, DF, Beck, TC & Hungler, BP 2004, Research basics in nursing: methods, evaluation and use. 5th edition. Porto Alegre: Artmed. Polit, D. F., & Hungler, B. P. (2001). Nursing research: Principles and methods (6th ed.). Philadelphia: Lippincott. Price, J. L., & Mueller, C. W. (1981). Professional turnover: The case of nurses. New York, NY: SP Medical & Scientific Books. Price, J.L. (1977), The Study of Turnover, Iowa State University Press, Ames, IA. Priority Banking Report (2012) High Net Worth and Affluent Banking Management Report 2012, retrieved from: http://www.maybank.com.my. Polit DF. Hungler BP. (1995.) Nursing Research Principles and Methods. 4th Ed. Philadelphia: J. B. Lippincott Company; Questionnaire retrieved from: http://www.citehr.com/results. php?q=questionaire+on+recruitment+the+right+cand idate&submit=reSearch. Ray French & Sally Rumble, 2010, Recruitment and Selection Leading, Management and Developing People, 2010, 3rd edition. Reyna, V. F., & Brainerd, C. J. (2008). Numeracy, ratio bias, and denominator neglect in judgments of risk and probability. Learning and Individual Differences, 18(1), 89-107. doi: 10.1016/j. lindif.2007.03.011. Ronny Larder and Chiara Amati, Stress Management Standards for Workload, University of London 2002. Rothwell, W. and Kazanas, H. (2002). Planning and managing human resources: Strategic planning for human resource management. 2nd ed. Amherst, Massachusetts: Human Resource Development Press. Roznowski, M. & Hulin, C. (1992). The scientific merit of valid measures of general construct with special reference to job satisfaction and job withdrawal. New York: Lexington Books. Rubiah Bt AB Rahman, Turnover intention trend in Commercial Bank in Penang, Malaysia, Univesity Sains Malaysia, 2012. Sabine Laundau & Brian S. Everitt (2004) A handbook of Statistical Analysis, New York, Champman & Hall/CRC Press LLC. Syed Saad, Ahsan, Jabran, Wasiq Ihsan, Syed, 2011 “ Workload and Performance of Employees, Interdisplinary Journal of Contemporary Research in Business. Vol 3. No. 5. Schwab, L. (1996). Individual hardiness and staff satisfaction. Nursing Economics. 14(3), 171-173. Shore, L.M. and H.J. Martin, 1989. Job Satisfaction and organizational commitment in relation to work performance and turnover intentions. Hum. Relat., 42: 625-638. Shader, K., Broome, M., Broome, C., West, M. & Nash, M. (2001). Factors influencing satisfaction and anticipated turnover for nurses in an academic medical centre. Journal of Nursing Administration, 31(4), 210-216. Sheena J et al. 2005. The experience of work-related stress across occupations. Journal of Managerial Psychology 20(2): 178–187. Sparks, K. and Cooper, C.L. (1999), “Occupational differences in the work-strain relationship: towards the use of situation specific models”, Journal of Occupational and Organisational Psychology, Vol. 72, pp. 219-29. Spector, P. E (1997) Job satisfaction: Application, assessment, cause, and consequences. Thousand Oaks, CA : Sage Spencer, D. G.; and Steers, R. M. (1981), "Performance as a Moderator of the Job Satisfaction Turnover Relationship", Journal of Applied Psychology, Vol. 66, pp. 511-514. Spunt, T. M. (1999). Guide to customer surveys: Sample questionnaires and detailed guidelines for creating effective surveys. New York: The customer service group. Stagner, R (1948), Psychology of Personality, McGraw-Hill, New York, NY, Standard Charted Bank (2012). retrieved from: http://www.scb.com.my. Taylor, S.E., Repetti, R.L. and Seeman, T. (1997), “Health psychology: what is an unhealthy environment and how does it get under the skin”, Annual Review of Psychology, Vol. 48, pp. 411-47. Tett, R. P.; and Meyer, J. P. (1993), "Job Satisfaction, Organizational Commitment, Turnover Intention and Turnover: Path Analysis based on Meta Analytic Findings", Personnel Psychology, Vol. 45, pp. 259-293. Terry, D.J., Nielsen, M., & Perchard, L. (1993). Effects of work stress on psychological well-being and job satisfaction: The stress-buffering role of social support. Australian Journal of Psychology, 45(3), 168–175. The history of the banking industry in Malaysia, The Association of Bank in Malaysia, retrieved January, 2011 from http://www.abm.org.my/index. cfm?sc=history_of_the_banking_industry_in_malays ia#Chapter1. Thompson, C. A,, Andreassi, J. K., & Prottas, D. J. (2005). Work-family culture: Key to reducing workforce-workplace mismatch. In Bianchi, S. M., Casper, L. M., & King, R. B (Eds.). Work, Family, Health, and Well-Being. (pp. 117-132). Mahwah, NJ: Lawrence Erlbaum Associates. Thompson and McHugh (2009), Work Organisations: a critical approach, Pagrave, New York. Tiew Siew Chuen (2012), Standard Chartered Bank survey reveals Malaysian affluent aims to achieve close to US$4 millions within 10 years. Standard Charted. Retrieved from: www.standardchartered.com. Toni, G. N. (2007). Accelerated staff turnover among professional nurses at a district hospital. Nelson Mandela Metropolitan University. Uma Sekaran. (2003). Research Methods for Business. A Skill Building Approach: Fourth Edition. USA: John Wiley & Son, Inc. Vinokur-Kaplan, D. (1991). Job satisfaction among social workers in public and voluntary child welfare agencies. Child Welfare, 70, 80–91. Villanueva, D. & Djurkovic, N. (2009). Occupational Stress and Intention to Leave Among Employees in Small and Medium Enterprises. International Journal of Stress Management, 16, 124–137. Vroom, V. H. (1964) Work and motivation.San Francisco, CA: Jossey-Bass. Wanous, J.P. (1975), “Tell it like it is at realistic job previews”, Personnel, Vol. 52 No. 4, pp. 64-70. Williams, L. J. & Hazer, J. T. (1986), Antecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation methods. Journal of Applied Psychology, 71, 219-231. Weitz, J. (1952), "A Neglected Concept in the Study of Job Satisfaction", Personnel Psychology, Vol. 5, pp. 201-205. West, L.S. (2007). Examining the relationship between employee-superior conflict and voluntary turnover in the workplace: A comparison of companies across industries. Master of Science (Psychology), 49 pp., 7 tables, references, 55 titles. Wunder, R.S., Dougherty, T.W. & Welsh, M.A. (1982). A causal model of role stress and employee turnover. Proceedings Academy of Management, 42, 297-301. Yang J. T. (2008) “Effect of newcomer socialisation on organizational commitment, job satisfaction, and turnover intention in the hotel industry”, The Service Industries Journal, vol. 28, no. 4, pp. 429-43. Yin, J. T. & Yang, K. A. (2002). Nursing turnover in Taiwan: a meta-analysis of related factors. International Journal of Nursing Studies, 39(6), 573-581. Zietz, G, Johannesson, R and Ritchie, J. E. Jr. (1997) ‘An employee survey measuring total quality management practices and culture: Development and validation’. Group & Organisation Management. Vol.22, No.4, pp. 414-444.

A study on turnover intention of customer relationship executive (CRE) in Maybank

Similar Items