The Stressor by Customer Affect Employees' Perception, Emotional Labor and Turnover Intention: The Perspective of Psychological Capital

The high turnover intention is seen as a critical problem influencing organizational stability. Because the nature of the work in service business is hard to change and the exterior condition (such as work environment and pay level) are difficult to improve, the study from a perspective of the psychological capital (PsyCap) seek the approach to reduce turnover intention of employees. Based on job demands-resources model (JD-R model) and Grandey emotional labor model, we test the mechanism of the customers' stressors (external situation) and PsyCap (internal resource) on employees' turnover intention. Moreover, because PsyCap is characterized by both trait (steadier) and state (can be develop), we will examine the intervention effect of PsyCap. In practice, the mechanism analysis and intervention strategies provide an approach and a principle for employees' turnover.