Abusive customer behavior and frontline employee turnover intentions in the restaurant industry: The mediating role of employee satisfaction

The study aimed to examine the mediating role of frontline employee job satisfaction in the relationship between abusive customer behavior and employee turnover intentions in the restaurant industry. It also assessed the power imbalance between frontline employees and customers and evaluated how frontline employees responses to abusive customer behavior affect job satisfaction and turnover intentions. Data was collected from 25 restaurants in Kumasi, with both employees and managers as respondents. Questionnaires were used for data collection. The results showed a statistically significant positive relationship between abusive customer behavior and frontline employee job satisfaction, with a composite reliability of 2.126. However, abusive customer behavior did not significantly influence turnover intentions, nor did job satisfaction affect turnover intentions in the restaurant industry. Additionally, the power imbalance between employees and customers had a significant impact on both employee job satisfaction and turnover intentions. A key limitation of the study was its reliance on a subjective questionnaire approach to assess employees' knowledge of abusive customer behavior, which may not fully capture actual experiences. The study's sample was limited to frontline employees and managers in Kumasi, so findings may not be representative of all restaurant employees in Ghana. Participation was voluntary, which may have resulted in a sample of only those employees willing to participate. The study offers insights for restaurant managers to better understand the importance of treating customers well and provides guidance for Human Resources to train staff in handling difficult customer behaviors effectively. Key words: Abusive customer behavior, job satisfaction, employees, turnover.