The relationship between emotional intelligence and turnover intention the case of ho chi minh city employees

UNIERSITY OF ECONOMICS HO CHI MINH CITY International School of Business NGUYEN THI THIEN HUONG THE RELATIONSHIP BETWEEN EMOTIONAL INTELLIGENCE AND TURNOVER INTENTION: THE CASE OF HO CHI MINH CITY EMPLOYEES MASTER OF BUSINESS (Honors) Ho Chi Minh City-Year 2016 NGUYEN THI THIEN HUONG THE RELATIONSHIP BETWEEN EMOTIONAL INTELLIGENCE AND TURNOVER INTENTION: THE CASE OF HO CHI MINH CITY EMPLOYEES ID: 22130029 MASTER OF BUSINESS (Honors) SUPERVISOR: DINH THAI HOANG ACKNOWLEDGEMENT First all, I would like to express my sincere gratitude to my supervisor, Dr Dinh Thai Hoang, for his professional guidance, positive encouragements and helpful guidance during the time of doing my research I would like to express my appreciation to Dr Nguyen Dong Phong, Dr Nguyen Dinh Tho, Dr Tran Ha Minh Quan and Dr Nguyen Thi Nguyet Que for their valuable time and advice as the members of the proposal examination committee Their comments and meaningful suggestions are significantly contributed to this research completion My sincere thanks are given to all of my teachers at International Business School for their teaching and guidance during my master course Finally, my deepest gratitude also goes to my family for their financial support and gentle encouragement so that I have an opportunity to be here - University of Economics of Ho Chi Minh City ABSTRACT The concept of employee turnover intention is becoming a popular topic for managerial effectiveness both in the public organization and private companies In 21st century, employee retention is considered as a key factor for business survival for all level of management in service industry However, very few of the scholars have discussed about this matter particularly in the field of sales In term of sales management, staff turnover is also incredibly important due to the nature of sales positions, their historically high turnover levels, and the difficulty involved in filling them In an effort to help sales executive have an overview about the behavior and performance of employees, the present study explores the relationship between emotional intelligence and turnover intention through the impact of emotional intelligence on work-family conflict and emotional exhaustion A survey had sample size of 201 valid questionnaires that were used for data analysis with CFA and SEM The findings broaden knowledge on how these variables affect the turnover intention and how to reduce turnover rate more successfully in the world of intense competition Keywords: Emotional intelligence, work-family conflict, emotional exhaustion, turnover intention, turnover CONTENTS ACKNOWLEDGEMENT ABSTRACT ABBREVIATION Chapter 1: INTRODUCTION 1.1 Background to the research and research problem 1.2 Research objectives 1.3 Methodology 1.4 Research significance 1.5 Research structure CHAPTER LIETERATURE REVIEW AND HYPOTHESES 2.1 Turnover intention 2.2 Emotional intelligence 2.3 Work-family conflict 2.4 Emotional exhaustion 11 2.5 Relationship among variables 11 2.6 Conceptual model 15 Chapter 3: METHODOLOGY 17 3.1 Research design 17 3.1.1 Research process 17 3.1.2 Measurement scales 19 3.2 The quantitative study 23 3.2.1 Sampling and data collection 23 3.2.2 Data analysis procedure 24 Chapter 4: DATA ANALYSIS 26 4.1 Respondents’ demographics 26 4.2.1 CFA for the first-order constructs 28 4.2.2 CFA for second-order constructs 32 4.2.3 CFA for the final measurement model 34 4.3 Structural equation modeling (SEM) 39 4.4 Discussion 42 Chapter 5: CONCLUSIONS, IMPLICATIONS AND LIMITATION 46 5.1 Conclusions and implications 46 5.2 Limitations and recommendations for Future Research 49 REFERENCES 51 APPENDIX 60 LIST OF FIGURES Figure 2.1 Conceptual model 15 Figure 3.1 Research process 18 Figure 4.1 CFA model of Work-Family Conflict 28 Figure 4.2 CFA model of emotional exhaustion 30 Figure 4.3 CFA model of turnover intention 30 Figure 4.4 CFA model of Emotional Intelligence 33 Figure 4.5 Final measurement model 38 Figure 4.6 Structural results (standardized estimates) 40 LIST OF TABLES Table 3.1 Source of data collection 23 Table 4.1 Respondents’ characteristics 27 Table 4.2 The first run of CFA (of work-family conflict, emotional exhaustion and turnover intention) 29 Table 4.3 Summarized of CR, AVE and Cronbach’α (first order constructs) .31 Table 4.4 Summarized of CR, AVE andCronbach’α (emotional intelligence) 32 Table 4.5 Correlation (of Emotional Intelligence) 34 Table 4.6 Summarized of CR, AVE and Cronbach’α (final model) 35 Table 4.7 CFA Summary of eliminated item 36 Table 4.8 Correlations (final measurement model) 36 Table 4.9 Chi-square difference test for the constrained and unconstrained models (other-emotions appraisal and use of emotions) 37 Table 4.10 Unstandardized structural paths 39 Table 4.11 Measurement validation 41 LIST OF APPENDIX Appendix A List of in-depth interviews’ participants 60 Appendix B Qualitative in-depth interview 60 Appendix C Qualitative in-depth interview findings 63 Appendix D Questionnaire (English Version) 67 Appendix E Questionnaire (Vietnamese Version) 70 Appendix F Correlations among components of emotional intelligence, work-family conflict, emotional exhaustion and turnover intention 73 ABBREVIATION AVE Averaged variance extracted CFA Confirmatory Factor Analysis COR Conservation of resource theory CR Composite reliability EAPs Employee Assistance Programs EFA Exploratory Factor Analysis GDP Gross Domestic Product GSO General Statistics Office of Vietnam ILO International Labor Organization SEM Structural equation modeling SPSS Statistical Package for the Social Sciences Chapter 1: INTRODUCTION 1.1 Background to the research and research problem In the recent decades, the concept of employee turnover intention has been further becoming a popular term in various studies on different managerial disciplines; thus, prompting more executives/managers in many different business fields (e.g sales in service industry) to apply this concept for their employee management (Tett & Meyer, 1993; Lee & Chon, 2000) Lee and Chon (2000) identify job turnover intention as key considered management term for successful careers and business survival at all level in service industry for 21st century Therefore, organizations in the service industry should give a try to improve their people worklife and take advantages of these emotional balance to create beneficial outcomes The special feature of a service industry is “the contact and interaction between service providers (employees) and service acceptors (customers)” (Tsaur, Chang, & Wu, 2003, p 435) The main products provided by service organizations are services and the employees who play role as service providers will provide those services to customers Thus, employee in service industry becomes a part of service products and the work-life balance will enhance their suitable emotions in responding customers’ expectations help to form image of organizations (Kusluvan, 2003) The issue, then, is how service employees manage their emotions effectively and lessen job turnover intention Most successful service organizations understand their people’s feelings and always have the special cares about any issues that may hurt the employees Thus, the traditional management provided by hierarchical structure might not be a truthful way to understand subordinates while the tones of workloads and stresses are killing human emotions even with the workaholic (Cropanzano, Rupp & Byrne, 2003) It is critical for an organizations to build a working environment of trust, understanding and encouraging (Taylor, 2001) In the trend of transitioning and developing Vietnam’s economy, service sector is identified as one of the largest sectors in the economy and one of the biggest contributors to the overall growth rate According to the general statistics office of Vietnam, the growth rate of the service industry is 6.56%/year and the economic structure has been adjusted to the better direction that the services sector continued to contribute the largest portion to the GDP increasing from 41.7% of 2012 to 43.31% in 2013 Furthermore, it is said that Service sector plays a significant role in the economic development of Ho Chi Minh City with the fastest rate of growth among industry and agriculture sectors during 2011-2013 (GSO, as cited in Tap Chi Cong San, 2013) As a result, service domain should provide excellent customer service that comes from a quality workforce However, International Labor Organization (2015) stated that Viet Nam’s labor productivity level is the lowest among ASEAN countries due to low-skill labor forces and high job turn-over intention This organization also assumes that recent productivity growth rates are maintained, “Viet Nam will reach the Philippines only by 2038, Thailand by 2069 and take far more time to catch up with many other countries” (ILO, 2015, p 1) It is also said that Viet Nam's service workforce lacks experience, skills and professionalism for providing good quality services (Tran, as cited in Xuan Huong, 2013) Aslam, Shumaila, Azhar and Sadaqat (2011) realized that these service fields are experiencing labor shortage problems caused by high job turnover and poor employee performance Therefore, the service industry are strongly required to improve its human resource management in providing services Currently, Vietnamese government efforts are trying to renovate service industry in Vietnam The workforce in this industry has been training to gain more experience, skills and professionalism for providing good quality services (Nguyen Van Tuan, as cited in Thanh Tam, 2014) However, the challenge is that Vietnam service organizations are characterized by Walsh, J P., Ashford, S J., & Hill, T E (1985) Feedback obstruction: The influence of the information environment on employee turnover intentions Human Relations, 38(1), 23-46 Wong, C S., & Law, K S (2002) The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study The Leadership Quarterly, 13(3), 243274 Xuan Huong (2013, April 22) VN looks to tap tourism potential Viet Nam News Retrieved from http://vietnamnews.vn/economy/238446/vn-looks-to-tap-tourism-potential.html 59 APPENDIX Appendix A List of in-depth interviews’ participants No Full name Age Job title (years old) Gion Thuan 25 Salesperson (Dat Xanh) Vu Thi Thao 32 Salesperson (Hoang Chuong Travel) Nguyen Ngoc Son 23 Salesperson (Vietravel) Quach Van Quan 27 Sales Supervisor (New Viet Dairy) Ho Hoang Tu 28 Salesperson (Vingroup) Huynh Nhu Y 24 Salesperson (Hung Thinh real estate) Appendix B Qualitative in-depth interview Introduction Thanks for your attentions into the interview of the research “The relationship between emotional intelligence and turnover intentions: Evidence from Vietnam” All your opinions are meaningful for the interview Please present your thinking and ideas honestly! I will read loudly each measurement item If you fully understand, I will be reading a next item If you not understand or you think it is not suitable for the Vietnamese context, please tell me why, and tell me your suggestions 60 Measurement scale used in qualitative research Variables Measurement items Reference Emotional Wong intelligence SelfEmotions I have a good sense of why I have certain feelings most of Appraisal (SEA) the time I have good understanding of my own emotions I really understand what I feel I always know whether or not I am happy Others-Emotions Appraisal (OEA) I always know my friends’ emotions from their behavior I am a good observer of others’ emotions I am sensitive to the feelings and emotions of others I have good understanding of the emotions of people around me Use of Emotion (UOE) I always set goals for myself and then try my best to achieve them 10 I always tell myself I am a competent person 11 I am a self-motivating person 12 I would always encourage myself to try my best Regulation 13 I am able to control my temper so that I can handle of Emotion difficulties rationally (ROE) 14 I am quite capable of controlling my own emotions 15 I can always calm down quickly when I am very angry 16 I have good control of my own emotions 61 (2002) & Law Work-family The demands of my work interfere with my home and Netemeyer et al., conflict family life (1996) The amount of time my job takes up makes it difficult to fulfill family responsibilities Things I want to at home not get done because of the demands my job puts on me My job produces strain that makes it difficult to fulfill family duties Due to work-related duties, I have to make changes to my plans for family activities Emotional I feel emotionally drained from my work Maslach & exhaustion I feel fatigued when I get up in the morning and have to Jackson (1981, face another day on the job 1986) Working with people all day is really a strain for me I feel burned out from my work Working directly with people puts too much stress on me I feel frustrated by my job I feel used up at the end of the workday I feel I'm working too hard on my job I feel like I'm at the end of my rope Turnover As soon as I can find a better job, I will leave this center Walsh intention I am actively looking for a job at another center (1985) I am seriously thinking of quitting my job I think I will be working for this center years from now (reverse coded) 62 et al., Appendix C Qualitative in-depth interview findings The findings of in-depth interview got agreements of interviewees on the below contents: They confirmed their understanding about self-management, psychological empowerment, selfefficacy, and job performance as well as the consequential relationship among these dimensions However, the measurement scale has some items which are not suitable for the Vietnamese contexts, especially the tourism and hospitality working environment of Vietnam They need to be modified and complemented to be more appropriate In detail, the items were modified as below: Comments Respondents' Original information measurement Final measurement scales scales Emotional intelligence: Self-Emotions Appraisal (SEA) Gion Thuan- 25 years old, I always know The respondents stated Excluded this item salesperson whether or not I that they understood due to it is not Vu Thi Thao- 32 years old, am happy the scale meaning necessary Salesperson However, they Quach Van Quan- 27 years admitted this item is old, sales supervisor partly described clearer by other item in scale Emotional intelligence: Others-Emotions Appraisal (OEA) Nguyen Ngoc Son – 23 I have good In regard to this item, Excluded this item years old, Salesperson understanding the interviewees stated due to it is easily Vu Thi Thao- 32 years old, of the emotions that Salesperson of Vietnamese duplicated by other people employees might not item in scale Huynh Nhu Y – 24 years around me see the old, Salesperson This item is easily duplicated 63 differences by other item in scale Emotional intelligence: Use of Emotion (UOE) Ho Hoang Tu – 28 years I would always With old, Salesperson encourage Gion Thuan- 25 years old, myself to salesperson this item, Excluded this item respondents stated that due to it is not try it is not clarified in common in Vietnam my best meaning, as well as it context and it is Nguyen Ngoc Son – 23 is difficult for difficult years old, Salesperson Vietnamese Vu Thi Thao- 32 years old, subordinates Salesperson measure This item is for employees partly to to measure this item described clearer by other item in scale Emotional intelligence: Regulation of Emotion (ROE) Nguyen Ngoc Son – 23 I am a self- The interviewee Modified: years old, Salesperson motivating recommended Quach Van Quan- 27 years person researcher to add the motivating person In the general, I am a self- old, sales supervisor phrase “in general” in Huynh Nhu Y – 24 years front of the sentence to old, Salesperson make this scale more understandable Emotional intelligence: Regulation of Emotion (ROE) Gion Thuan- 25 years old, I have good All respondents Excluded this item salesperson control of my criticized this item is due to it is not Vu Thi Thao- 32 years old, own emotions partly described necessary Salesperson clearer by other item in Nguyen Ngoc Son – 23 scale years old, Salesperson Quach Van Quan- 27 years old, sales supervisor Ho Hoang Tu – 28 years 64 old, Salesperson Huynh Nhu Y – 24 years old, Salesperson Work-family conflict Gion Thuan- 25 years old, The amount of With regard to this Excluded this item salesperson time my Vu Thi Thao- 32 years old, takes up makes mentioned that it is clarified in meaning Salesperson it difficult Ho Hoang Tu – 28 years fulfill old, Salesperson job sentence, respondents due to it is not to quite vague It is also family partly responsibilities measured by other item in scale Huynh Nhu Y – 24 years old, Salesperson Emotional exhaustion Nguyen Ngoc Son – 23 I feel years old, Salesperson out Quach Van Quan- 27 years work burned With regard to this Excluded this item from my item, the interviewees due to it is not mentioned that it is not common in Vietnam old, sales supervisor clarified in meaning context Ho Hoang Tu – 28 years and it is not popular in old, Salesperson Vietnam context Huynh Nhu Y – 24 years old, Salesperson Nguyen Ngoc Son – 23 Working The interviewees Excluded this item years old, Salesperson directly Quach Van Quan- 27 years people puts too understood the scale described clearer by old, sales supervisor much stress on meaning me with mentioned they due to it is partly However, other item in scale they admitted this item is partly described clearer by other item in scale Gion Thuan- 25 years old, I feel like I'm at In relate to this item, Excluded this item salesperson the end of my the 65 interviewees due to it is not Vu Thi Thao- 32 years old, Salesperson rope criticized that the common in Vietnam phrase of “end of my context rope” is not a common habit of Vietnamese This item is partly described clearer by other item in scale 66 Appendix D Questionnaire (English Version) Dear Sir/Madam I am Nguyen Thi Thien Huong, a student of Master Program of University of Economics Ho Chi Minh City I am undertaking a research to investigate “the relationship between emotional intelligence and turnover intention” It should take you no longer than 10 minutes to complete the questionnaire Your personal information will not be disclosed without your permission If you have concerns or questions over this study, please contact me via email address: thienhuong761@gmail.com I Section A How long have you been doing your current job as a salesperson? a Less than six months b Over six months Are you a salesperson in service industry? a No, I’m not b Yes, I am If your answer for question and are “a”, you can stop your work here Thank you for your cooperation in completing this questionnaire If your answer for question and are “b”, please continue answering the questions in Section B and Section C II Section B This section explores your attitude and perceptions regarding emotional intelligence, workfamily conflict, emotional exhaustion and turnover intention 67 Strongly disagree Disagree Neither agree nor agree Agree Strongly agree To what extent you agree with each of the following Question I have a good sense of why I have certain feelings most of the statements, please indicate your answer using the following 5point scale where: = Strongly disagree = Disagree = Neither agree nor agree = Agree = Strongly agree time I have good understanding of my own emotions I really understand what I feel I always know my friends’ emotions from their behavior 5 I am a good observer of others’ emotions I am sensitive to the feelings and emotions of others I always set goals for myself and then try my best to achieve them I always tell myself I am a competent person I am a self-motivating person 10 I am able to control my temper so that I can handle difficulties rationally 11 I am quite capable of controlling my own emotions 12 I can always calm down quickly when I am very angry 13 The demands of my work interfere with my home and family life 14 Things I want to at home not get done because of the 5 demands my job puts on me 15 My job produces strain that makes it difficult to fulfill family duties 16 Due to work-related duties, I have to make changes to my plans for family activities 68 17 I feel emotionally drained from my work 18 I feel fatigued when I get up in the morning and have to face another day on the job 19 Working directly with people puts too much stress on me 20 I feel frustrated by my job 21 I feel used up at the end of the workday 22 I feel I'm working too hard on my job 23 As soon as I can find a better job, I will leave this center 24 I am actively looking for a job at another center 25 I am seriously thinking of quitting my job 26 I think I will be working for this center years from now (reverse coded) III Section C – Background Information This section of the questionnaire refers to background or biographical information The information will allow me to classify and compare groups of respondents Gender Male Female Age group in years 18 – 25 26 – 35 36 – 45 > 45 Income per month (1,000,000vnd/month) 15 Education High school/Intermediate College/university 69 Postgraduate Appendix E Questionnaire (Vietnamese Version) PHIẾU KHẢO SÁT Kính chào Anh/Chị, tên Nguyễn Thị Thiên Hương, học viên cao học trường Đại học Kinh tế Tp.HCM Tôi nghiên cứu yếu tố tác động đến ý định luân chuyển công việc nhân viên (cá nhân) quan nơi anh chị làm việc Rất mong Anh/Chị dành khoảng đến 10 phút để nói lên quan điểm Anh/Chị phát biểu đề cập Phiếu khảo sát Thông tin cá nhân Anh/ Chị giữ bí mật hồn tồn Trong q trình thực phiếu khảo sát này, Anh/Chị có thắc mắc nào, xin vui lịng liên lạc với tơi thông qua địa email: thienhuong761@gmail.com I Phần A Anh/Chị làm công việc bao lâu? a Dưới sáu tháng b Trên sáu tháng Anh/chị có phải nhân viên viên bán hàng? a Khơng phải b Phải Nếu câu số 2, anh/chị trả lời đáp án “a”, anh/chị dừng việc trả lời khảo sát Chân thành cám ơn giúp đỡ anh chị Nếu câu số anh/chị trả lời đáp án “b”, xin anh/chị vui lòng trả lời tiếp câu hỏi phần B phần C 70 Hoàn toàn khơng đồng ý Khơng đồng ý Trung dung/khơng có ý kiến Đồng ý Hoàn toàn đồng ý Xin cho biết mức độ đồng ý Anh/ Chị Câu hỏi Hầu hết thời gian tơi nhận thức rõ tơi có cảm xúc Tơi hiểu rõ cảm xúc Tơi ln biết tơi có vui hay khơng Tôi luôn biết cảm xúc bạn thông qua hành vi họ 5 Tôi luôn biết cảm xúc bạn thông qua hành vi họ Tôi nhạy cảm với cảm xúc người khác Tôi đặt mục tiêu cụ thể cho thân cố gắng để đạt chúng Tơi ln ln nói với thân tơi người có đủ lực để thực công việc Tôi người biết tự động viên thân 5 5 11 Tơi điều khiển tâm trạng tơi để xử lý khó khăn cách hợp lý Tơi có khả kiểm sốt cảm xúc 12 Tơi nhanh chóng lấy lại bình tĩnh tức giận 13 Những yêu cầu công việc cản trở sống cá nhân tơi (hoạt động gia đình, học tập, bạn bè ) Những điều muốn làm nhà khơng thực cơng việc cơng sở nhiều Công việc tạo căng thẳng khiến khó khăn để hồn thành nhiệm vụ gia đình Vì trách nhiệm liên quan đến cơng việc, tơi phải thay đổi kế hoạch cho hoạt động cá nhân Tôi cảm thấy hêt cảm xúc với công việc 5 5 Tôi cảm thấy mệt mỏi thức dậy vào buổi sáng phải đối mặt với ngày làm việc Làm việc với người ngày thực sự căng thẳng cho 5 phát biểu sau cách đánh dấu ( X ) vào tương ứng, với: Ơ số 1: Hồn tồn khơng đồng ý Ơ số 2: Khơng đồng ý Ơ số 3: Trung dung/khơng có ý kiến Ơ số 4: Đồng ý Ơ số 5: Hồn toàn đồng ý 10 14 15 16 17 18 19 71 20 Tôi cảm thấy thất vọng với công việc 21 Tôi cảm thấy kiệt sức vào cuối ngày làm việc 22 Tôi cảm thấy làm công việc cực nhọc 23 Ngay tơi tìm cơng việc tốt hơn, rời khỏi công ty 24 Tơi chủ động tìm việc công ty khác 25 Tôi suy nghĩ nghiêm túc việc bỏ công việc 26 Tôi nghĩ làm việc cho công ty năm kể từ III Phần C – thông tin cá nhân Phần liên quan đến thông tin cá nhân Xin Anh/ Chị cho biết số thông tin sau để phục vụ cho việc phân loại so sánh nhóm đối tượng khảo sát Giới tính Nam Nữ Nhóm tuổi 18 – 25 26 – 35 36 – 45 > 45 Thu nhập hang tháng (1,000,000vnd/tháng) 15 Học vấn Phổ thông/ Trung câp nghề Cao đẳng/ Đại học CẢM ƠN ANH CHỊ ĐÃ THAM GIA KHẢO SÁT 72 Sau đại học Appendix F Correlations among components of emotional intelligence, work-family conflict, emotional exhaustion and turnover intention Correlation r(SE) 1-r p-value SelfEmoA OtherEmoA 0.733(0.049) 0.27 tvalue (1-r) 5.50 SelfEmoA UseEmo 0.703(0.051) 0.30 5.85 0.000 SelfEmoA RegulaE 0.711(0.050) 0.29 5.75 0.000 SelfEmoA TurnOverIntention -0.064(0.071) 1.06 14.93 0.000 SelfEmoA WorkFamilyConflict -0.324(0.068) 1.32 19.59 0.000 SelfEmoA EmoExhaustion -0.355(0.067) 1.36 20.29 0.000 OtherEmoA UseEmo 0.757(0.047) 0.24 5.21 0.000 OtherEmoA RegulaE 0.710(0.050) 0.29 5.77 0.000 OtherEmoA TurnOverIntention 0.040(0.071) 0.96 13.45 0.000 OtherEmoA WorkFamilyConflict -0.245(0.069) 1.25 17.98 0.000 OtherEmoA EmoExhaustion -0.252(0.069) 1.25 18.11 0.000 UseEmo RegulaE 0.707(0.051) 0.29 5.80 0.000 UseEmo TurnOverIntention 0.084(0.071) 0.92 12.87 0.000 UseEmo WorkFamilyConflict -0.189(0.070) 1.19 16.95 0.000 UseEmo EmoExhaustion -0.284(0.068) 1.28 18.75 0.000 RegulaE TurnOverIntention 0.167(0.070) 0.83 11.83 0.000 RegulaE WorkFamilyConflict -0.301(0.068) 1.30 19.10 0.000 RegulaE EmoExhaustion -0.219(0.070) 1.22 17.49 0.000 WorkFamilyConflict TurnOverIntention 0.417(0.065) 0.58 8.98 0.000 EmoExhaustion TurnOverIntention 0.426(0.065) 0.57 8.88 0.000 WorkFamilyConflict EmoExhaustion 0.520(0.061) 0.48 7.87 0.000 73 0.000 ... THIEN HUONG THE RELATIONSHIP BETWEEN EMOTIONAL INTELLIGENCE AND TURNOVER INTENTION: THE CASE OF HO CHI MINH CITY EMPLOYEES ID: 22130029 MASTER OF BUSINESS (Honors) SUPERVISOR: DINH THAI HOANG ACKNOWLEDGEMENT... performance of employees, the present study explores the relationship between emotional intelligence and turnover intention through the impact of emotional intelligence on work-family conflict and emotional. .. conflict and emotional exhaustion on turnover intention of employees who are working in service industry in Ho Chi Minh City, the findings show that the component structure of emotional intelligence