TRAPPED BETWEEN EXPECTATIONS: INVESTIGATING THE INDIRECT EFFECTS OF ROLE CONFLICT AND AMBIGUITY ON TURNONVER INTENTIONS VIA EMOTIONAL EXHAUSTION

Abstract

This study aims to analyse the indirect influence of role conflict and role ambiguity on the intention to leave work, with emotional exhaustion as a mediating variable, among educators and administrative staff at the Bina Insan Mulia Islamic boarding school. This study is based on the Job Demands–Resources (JD-R) Model and Role Stress Theory, which are used to understand how psychological stress resulting from unclear or conflicting roles can lead to emotional exhaustion and ultimately increase an individual's desire to leave the institution. Data were collected through the distribution of a structured questionnaire to 147 respondents, selected using convenience sampling. Data processing and analysis were conducted using the Partial Least Squares Structural Equation Modelling (PLS-SEM) approach. The analysis results indicate that role conflict has a significant direct effect on turnover intention, while role ambiguity does not have a direct effect but influences turnover intention indirectly through emotional exhaustion. The findings also reveal that emotional exhaustion is the strongest predictor of turnover intention among all the variables studied. This study highlights the importance of managing role clarity and emotional well-being in the pesantren environment, where staff face complex multidimensional demands. The practical implications of these findings include the need for role clarification strategies, structured work communication systems, and emotional support programmes for staff. In addition to contributing to the limited empirical literature on role stress in religious-based educational institutions, this study also offers practical recommendations for improving staff retention and psychological resilience in pesantren settings in a sustainable manner