Key factors behind employee well-being and turnover in the retail sector
A new study sheds light on how job demands and job resources shape employee outcomes in Sweden’s retail industry.
In collaboration with the Swedish Commercial Employees’ Union, the research surveyed over 600 retail workers to examine how emotional dissonance, exposure to customer threats and harassment, and insecurity related to working hours may impact employees’ emotional exhaustion, job performance, and turnover intention.
Emotional dissonance – the strain of having to express emotions not genuinely felt – was the strongest predictor emotional exhaustion, intention to quit, and lower job performance. Experiences of customer threats and harassment were significantly linked to employee exhaustion, and insecurity about working hours predicted both exhaustion and turnover intention.
The study also identified powerful protective factors
Key job resources – such as job control, supportive supervisors, and opportunities for development – were associated with reduced exhaustion, lower turnover intentions, and improved job performance. Notably, job control played the biggest role in reducing the risk of exhaustion, while opportunities for development were critical for reducing the risk of staff turnover.
While the study found limited evidence that job resources directly buffer the negative effects of job demands, the authors emphasize that providing ample support structures is essential. The results suggest that preparing and supporting retail employees for emotional demands and worktime insecurity, while bolstering developmental pathways and managerial support, could significantly improve conditions in retail workplaces.
These insights offer guidance for retail employers and unions aiming to reduce burnout and improve retention—crucial steps in making retail work more sustainable.
Read the article in The International Review of Retail, Distribution and Consumer Research
Last updated: November 17, 2025
Source: NOWSTARS