Emotional Intelligence and Employee Turnover Intention: An Integrated Model of Attitude and Subjective Norms on Service based industry

Abstract

Employee turnover intention has become a critical organizational concern in the modern workplace, particularly in the post-pandemic era characterized by increased labor mobility and evolving career expectations. While prior research has largely emphasized organizational factors such as job satisfaction and leadership, limited attention has been given to the combined influence of emotional intelligence, attitude toward turnover, and subjective norms within an integrated structural framework. This study develops and empirically tests a structural model examining the direct impact of emotional intelligence, attitude toward turnover, and subjective norms on employee turnover intention. A quantitative research design was adopted, and primary data were collected through a structured questionnaire administered to working professionals. The hypothesized relationships were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that emotional intelligence shows a negative relationship with turnover intention. In contrast, attitudes toward turnover and subjective norms demonstrate positive and significant effects on turnover intention, with subjective norms emerging as the strongest predictor. These results suggest that turnover intention is influenced more by social expectations and attitudinal factors than by employees’ emotional regulation abilities alone. The study contributes to the turnover literature by integrating psychological and social determinants into a unified structural model. Practically, the findings indicate that organizations should not rely solely on enhancing emotional intelligence for retention but should also address social influences and employee attitudes when designing effective retention strategies.