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Service Delivery and Employee Turnover
| Content Provider | Scilit |
|---|---|
| Author | Cappiello, Giuseppe Morandin, Gabriele Presutti, Manuela |
| Copyright Year | 2020 |
| Description | In a labor-intensive service industry as tourism, human resources are essential to delivering services and satisfying customers. However, staff turnover in tourism businesses is very usual for many reasons. A high turnover rate predicts low customer satisfaction, higher costs, and knowledge dispersion. Conversely, employee satisfaction leads to a higher quality of service. The results of our research indicate that commitment and job satisfaction underlie the intention to remain with the same company, whereas organizational identification has a significant effect on commitment. More importantly, one of the main causes behind a change in jobs is work-life balance. By pursuing a humanistic perspective, the present study highlight that employees' quality of life is an often-overlooked antecedent of turnover. Book Name: Humanistic Tourism |
| Related Links | https://content.taylorfrancis.com/books/download?dac=C2020-0-16902-2&isbn=9781003108993&format=googlePreviewPdf |
| DOI | 10.4324/9781003108993-6 |
| Language | English |
| Publisher | Informa UK Limited |
| Publisher Date | 2020-12-29 |
| Access Restriction | Open |
| Subject Keyword | Book Name: Humanistic Tourism Tourism, Leisure, Sport and Hospitality Quality of Life Satisfaction Tourism Service Industry Jobs High Turnover Employee |
| Content Type | Text |
| Resource Type | Chapter |
