A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

Hyunah Chung, Wei Quan, Bonhak Koo, Antonio Ariza-Montes, Alejandro Vega-Muñoz, Gabriele Giorgi and Heesup Han
Additional contact information
Hyunah Chung: College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea
Wei Quan: College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea
Bonhak Koo: School of Hospitality and Tourism Management, Spears School of Business, Oklahoma State University, 365 Nancy Randolph Davis Building, Stillwater, OK 74078, USA
Antonio Ariza-Montes: Social Matters Research Group, Universidad Loyola Andalucía, C/Escritor Castilla Aguayo, 4 14004 Córdoba, Spain
Alejandro Vega-Muñoz: Public Policy Observatory, Universidad Autónoma de Chile, 7500912 Santiago, Chile
Gabriele Giorgi: Department of Human Sciences, Università Europea di Roma, 00163 Roma, Italy
Heesup Han: College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea

IJERPH, 2021, vol. 18, issue 12, 1-18

Abstract: 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.

Keywords: job stress; turnover; customer incivility; perceived supervisor support; perceived co-worker support (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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