Work Engagement and Turnover Intentions: Correlates and Customer Orientation as a Moderator
Document Type
Article
Publication Date
1-1-2017
Description
Purpose: The purpose of this study is to gauge the effects of challenge and hindrance stressors as well as three high-performance work practices (HPWPs) such as training, empowerment and rewards on work engagement (WE) and turnover intentions (TI). This study also tests customer orientation (COR) as a moderator of these relationships. Design/methodology/approach: Data gathered from frontline hotel employees in Northern Cyprus in two time periods with a time lag of two weeks were used to test the relationships. Findings: The results suggest that both challenge and hindrance stressors heighten TI and empowerment fosters WE. Rewards alleviate TI. More importantly, COR acts as a moderator of the effects of challenge and hindrance stressors as well as training, empowerment and rewards on WE and TI. Practical implications: Management needs to hire employees high on COR and develop training programs that boost employees’ customer-oriented behaviors. Employees should also be allowed to craft the level of job demands and resources as long as the work is congruent with management expectations. Originality/value: This study contributes to the extant hospitality knowledge by testing COR as a moderator of the effects of challenge and hindrance stressors and HPWPs on WE and TI.
Citation Information
Babakus, Emin; Yavas, Ugur; and Karatepe, Osman M.. 2017. Work Engagement and Turnover Intentions: Correlates and Customer Orientation as a Moderator. International Journal of Contemporary Hospitality Management. Vol.29(6). 1580-1598. https://doi.org/10.1108/IJCHM-11-2015-0649 ISSN: 0959-6119