...Osman M. Karatepe Purpose – The purpose of this paper is to examine personal resources as a mediator of the effect of perceived organizational support on emotional exhaustion, extra-role customer service and turnover intentions. Design/methodology/approach – Using data collected from...

...” (Hobfoll, 2001 , p. 349). Positive affectivity and intrinsic motivation are the two personal resources examined in this study. Positive affectivity “reflects the extent to which a person feels enthusiastic, active, and alert” (Watson et al., 1988 , p. 1063). Positive affectivity employees tend...