Leveraging social exchange relations to anticipate turnover among emotionally exhausted flight attendants

Abstract

Emotional exhaustion, inherent to flight-attendants’ occupation, leads to their turnover posing a significant cost of rehiring and training. Literature extensively investigates the causes of flight attendants' turnover, but have not explored how their workplace exchange relationships unfold during the period between their decision to leave and their actual departure. Study results indicate a significant inclination (64%) among emotionally exhausted flight-attendants to consider leaving their jobs, with surface acting intensifying this effect (71%). Consequently, their contributions to TMX and LMX decrease by 36% and 41% respectively. While turnover intentions may not always be expressed, the observable decline in TMX and LMX can act as early warning. These declines allow managers to intervene in a timely manner and possibly prevent employee turnover.