Intervening Role of Emotional Exhaustion and Perceived Organizational Support between Customer Mistreatment and Employee Turnover Intention in Star-Rated Hotels

Abstract

The main objective of the study is to investigate the impact of customer mistreatment behaviors, such as customer verbal abuse, illegal customer complaints, and unreasonable customer demands, on employee turnover intention. Utilizing a quantitative approach, this study adopts and modifies a questionnaire to collect data from the frontline employees in 329 star-rated hotels in Sichuan, China using a simple random sampling technique. This study uses Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the relationship between Customer Mistreatment and Employee Turnover Intention, as well as the mediating role of emotional exhaustion and the moderating role of perceived organizational support. This study focuses on identifying the factors contributing to reduced employee turnover in the hospitality industry, which is of practical significance for improving the efficiency of human resource management. Signifying the importance of employee turnover intention, this conceptual study sheds light on the intervening role of emotional exhaustion and perceived organizational support.

Role of Attitude Toward Destination on the Relationship between Travel Motivation, Destination Image, Risk Perception, and Rural Tourism

“…Data Analysis Data analysis is necessary after collecting sufficient data to get statistical evidence to support viewpoints. Numerous approaches and strategies are available for data analysis, depending on the study and survey objects， such as regression analysis and logistic analysis (Chen et al, 2024;Li et al, 2024). However, as a second-generation statistical technique, structural equation modeling (SEM) allows researchers to build a complicated model with multiple variables and predict their inner relationships simultaneously, overcoming the limitations of previous techniques (Hair et al, 2022).…”