Date of Conferral

2017

Degree

Doctor of Business Administration (D.B.A.)

School

Management

Advisor

Craig Martin

Abstract

Turnover rate is a benchmark economic measure and affects the customer service and profitability of organizations. The purpose of this correlational study was to examine the relationship between general managers' emotional intelligence (EI), operations evaluation scores (OE), and employee turnover rates at Brand X quick service restaurant (QSR) companies using Salovey and Mayer's theoretical framework of EI. Data were collected from a sample of 69 QSR general managers, with at least 6 months of experience, in the Southeastern United States using the EQ-i 2.0 self-assessment instrument. The mean employee turnover rate for the sample (M = 161%), was 157% greater than the 2013 average restaurant and accommodation turnover rate and 281.5% greater than the average overall private sector turnover rate for 2013. None of relationships between the predictor variables and the dependent variable in the multiple regression analysis model were statistically significant, at the p -?¤ .05 level. There was no significant relationship between manager's EI, OE scores and employee turnover rates. As a result, HR managers can redirect resources to finding alternate solutions for improving other components of employees' work environment for the subject population. By identifying QSR as one area of elevated employee turnover rate, the results of the study can serve as the basis for catalyzing research and developing findings for identifying alternate solutions to improve employees' health and reduce QSRs employees' work-related stress.

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