A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?
| Autor: | Hyunah Chung, Wei Quan, Bonhak Koo, Antonio Ariza-Montes, Heesup Han, Alejandro Vega-Muñoz, Gabriele Giorgi |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
Incivility
Health Toxicology and Mutagenesis Employee retention Personnel Turnover Affect (psychology) Job Satisfaction Article Occupational Stress Surveys and Questionnaires perceived supervisor support 0502 economics and business Republic of Korea Humans perceived co-worker support Workplace ComputingMilieux_MISCELLANEOUS Service (business) job stress Supervisor ComputingMilieux_THECOMPUTINGPROFESSION 05 social sciences Public Health Environmental and Occupational Health turnover Turnover customer incivility Medicine 050211 marketing Job satisfaction Occupational stress Psychology Social psychology 050203 business & management |
| Zdroj: | International Journal of Environmental Research and Public Health, Vol 18, Iss 6616, p 6616 (2021) International Journal of Environmental Research and Public Health Volume 18 Issue 12 |
| ISSN: | 1661-7827 1660-4601 |
| Popis: | The study investigates the impact of customer incivility, job stress, perceived supervisor support, and perceived co-worker support on the turnover intention of frontline employees. A survey-questionnaire approach was used to collect the point of view of frontline employees that work in five-star hotels in a metropolitan city of Korea. Four independent variables that were extracted from valid theoretical backgrounds along with four demographic variables were used in the study. The regression analysis was conducted to test the hypotheses, which revealed that job stress directly affected the employees’ desires to leave their organization. It also showed that perceived supervisor support mitigates employee turnover, and there were significant correlations between turnover intention with the employees’ marital status and job position. Gender and years of service did not affect the employees’ thinking of quitting their job. Our findings help hotel entrepreneurs better understand how to deal with customer incivility and employee job stress, and better comprehend the factors that minimize employees’ negative behaviors for the organization. |
| Databáze: | OpenAIRE |
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