The effect of a caring climate on frontline employees’ turnover intention in the service industry: a serial multiple mediation model

IF 3.1 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Scandinavian Journal of Hospitality and Tourism Pub Date : 2022-03-07 DOI:10.1080/15022250.2022.2047778

Boshra H. Namin, Einar Marnburg, Åse Helene Bakkevig Dagsland

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引用次数: 7

Abstract

ABSTRACT Drawing upon ethical climate theory and conservation of resource theory, this study provides a theoretical model to explain the effect of a perceived caring climate in the workplace on the employees’ turnover intention through the serial multiple mediation of workplace incivility (caused by coworkers) and employees’ emotional exhaustion. A total of 291 frontline employees from the service industry in Norway participated in this study, and structural equation modeling (SEM) was used to analyze the data. The findings indicated that a caring climate has a significant negative effect on turnover intention. The mediating effect of coworker incivility was not supported in the multiple mediation model; however, it was supported if it was considered as the only mediator in the relationship between caring climate and turnover intention. Moreover, emotional exhaustion mediated the relationship between caring climate and turnover intention. The serial mediation effect of coworker incivility and emotional exhaustion was also supported in the relationship between caring climate and turnover intention. The results of this study enable managers to create a caring climate in the workplace and minimize the detrimental effects of incivility and turnover intention in the service industry.

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关怀氛围对服务业一线员工离职意愿的影响:一个系列多重中介模型

摘要本研究运用伦理气候理论和资源保护理论，通过工作场所不文明行为和员工情绪耗竭的一系列多重中介，提供了一个理论模型来解释工作场所关怀气候感知对员工离职意向的影响。挪威服务行业共有291名一线员工参与了本研究，采用结构方程模型(SEM)对数据进行分析。研究发现，关怀氛围对员工离职倾向有显著的负向影响。多元中介模型不支持同事不礼貌的中介作用;然而，如果它被认为是关怀气氛与离职倾向之间关系的唯一中介，则得到了支持。此外，情绪耗竭在关怀氛围与离职倾向之间起中介作用。同事不礼貌和情绪耗竭在关怀氛围与离职倾向的关系中也具有串行中介作用。本研究的结果使管理者能够在工作场所创造一种关怀的氛围，并最大限度地减少服务行业中不礼貌和离职倾向的有害影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Scandinavian Journal of Hospitality and Tourism Multiple-

CiteScore

7.90

自引率

8.30%

发文量

期刊介绍： Scandinavian Journal of Hospitality and Tourism is the leading Nordic journal for hospitality and tourism research. SJHT aims at initiating and stimulating high-impact and innovative research relevant for academics and practitioners within the hospitality and tourism industries. The journal takes an interdisciplinary approach including, but not limited to geography, psychology, sociology, history, anthropology, and economics. SJHT encourages research based on a variety of methods, including both qualitative and quantitative approaches. The journal covers all types of articles relevant to the Nordic region, as well as the North Atlantic, North Sea and Baltic regions. We also welcome reviews and conceptual articles with a broader geographical scope that clearly enhance the theoretical development of the hospitality and tourism field. In addition to research articles, we welcome research notes and book reviews. Published articles are the result of anonymous reviews by at least two referees chosen by the editors for their specialist knowledge.