A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?
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 ho...
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MDPI AG
2021-06-01
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| Series: | International Journal of Environmental Research and Public Health |
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| Online Access: | https://www.mdpi.com/1660-4601/18/12/6616 |
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doaj-493271c96ee6429b956011ea85362d862021-07-01T00:38:40ZengMDPI AGInternational Journal of Environmental Research and Public Health1661-78271660-46012021-06-01186616661610.3390/ijerph18126616A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?Hyunah Chung0Wei Quan1Bonhak Koo2Antonio Ariza-Montes3Alejandro Vega-Muñoz4Gabriele Giorgi5Heesup Han6College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, KoreaCollege of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, KoreaSchool of Hospitality and Tourism Management, Spears School of Business, Oklahoma State University, 365 Nancy Randolph Davis Building, Stillwater, OK 74078, USASocial Matters Research Group, Universidad Loyola Andalucía, C/Escritor Castilla Aguayo, 4 14004 Córdoba, SpainPublic Policy Observatory, Universidad Autónoma de Chile, 7500912 Santiago, ChileDepartment of Human Sciences, Università Europea di Roma, 00163 Roma, ItalyCollege of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, KoreaThe 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.https://www.mdpi.com/1660-4601/18/12/6616job stressturnovercustomer incivilityperceived supervisor supportperceived co-worker support |
| collection |
DOAJ |
| language |
English |
| format |
Article |
| sources |
DOAJ |
| author |
Hyunah Chung Wei Quan Bonhak Koo Antonio Ariza-Montes Alejandro Vega-Muñoz Gabriele Giorgi Heesup Han |
| spellingShingle |
Hyunah Chung Wei Quan Bonhak Koo Antonio Ariza-Montes Alejandro Vega-Muñoz Gabriele Giorgi Heesup Han A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? International Journal of Environmental Research and Public Health job stress turnover customer incivility perceived supervisor support perceived co-worker support |
| author_facet |
Hyunah Chung Wei Quan Bonhak Koo Antonio Ariza-Montes Alejandro Vega-Muñoz Gabriele Giorgi Heesup Han |
| author_sort |
Hyunah Chung |
| title |
A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? |
| title_short |
A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? |
| title_full |
A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? |
| title_fullStr |
A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? |
| title_full_unstemmed |
A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? |
| title_sort |
threat of customer incivility and job stress to hotel employee retention: do supervisor and co-worker supports reduce turnover rates? |
| publisher |
MDPI AG |
| series |
International Journal of Environmental Research and Public Health |
| issn |
1661-7827 1660-4601 |
| publishDate |
2021-06-01 |
| description |
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. |
| topic |
job stress turnover customer incivility perceived supervisor support perceived co-worker support |
| url |
https://www.mdpi.com/1660-4601/18/12/6616 |
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