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A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?
Int J Environ Res Public Health. 2021 06 19; 18(12)IJ

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.

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Authors+Show Affiliations

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

MeSH

HumansIncivilityJob SatisfactionOccupational StressPersonnel TurnoverRepublic of KoreaSurveys and QuestionnairesWorkplace

Pub Type(s)

Journal Article

Language

eng

PubMed ID

34205422

Citation

Chung, Hyunah, et al. "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, vol. 18, no. 12, 2021.
Chung H, Quan W, Koo B, et al. A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? Int J Environ Res Public Health. 2021;18(12).
Chung, H., Quan, W., Koo, B., Ariza-Montes, A., Vega-Muñoz, A., Giorgi, G., & Han, H. (2021). 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, 18(12). https://doi.org/10.3390/ijerph18126616
Chung H, et al. A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates. Int J Environ Res Public Health. 2021 06 19;18(12) PubMed PMID: 34205422.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? AU - Chung,Hyunah, AU - Quan,Wei, AU - Koo,Bonhak, AU - Ariza-Montes,Antonio, AU - Vega-Muñoz,Alejandro, AU - Giorgi,Gabriele, AU - Han,Heesup, Y1 - 2021/06/19/ PY - 2021/05/12/received PY - 2021/06/12/revised PY - 2021/06/15/accepted PY - 2021/7/2/entrez PY - 2021/7/3/pubmed PY - 2021/7/24/medline KW - customer incivility KW - job stress KW - perceived co-worker support KW - perceived supervisor support KW - turnover JF - International journal of environmental research and public health JO - Int J Environ Res Public Health VL - 18 IS - 12 N2 - 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. SN - 1660-4601 UR - https://www.unboundmedicine.com/medline/citation/34205422/A_Threat_of_Customer_Incivility_and_Job_Stress_to_Hotel_Employee_Retention:_Do_Supervisor_and_Co_Worker_Supports_Reduce_Turnover_Rates DB - PRIME DP - Unbound Medicine ER -