Adapting a Theoretical Framework to Reduce Employee Turnover Within a Hotel Front Desk Workplace

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Copyright: 2024
Pages: 20
Source title: Career Pathways and Professional Identities for Front-Line Workers in the Service Industries
Source Author(s)/Editor(s): Mark Peter Vitale (University of Phoenix, USA)
DOI: 10.4018/978-1-6684-2528-2.ch007

Keywords: Business & Management / Business Science Reference / Human Aspects of Business

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Abstract

This narrative describes the background, methodology, and results of a recreated study from 2020 which explored dimensions of an employee's trust both with supervisors and one's coworkers in the hospitality industry in South Korea. The study was recreated in 2023 using hotel employees in the United States. Both an employee's trust in their supervisor and in their co-workers were measured by four distinct factors encompassing reliability, considerateness, confidence, and integrity. Additionally, emotional exhaustion was measured using four dimensions while depersonalization was measured using three factors. The 2023 conclusions mirrored those of 2020, with one notable exception: Hypothesis 4, which posited that trust in co-worker support has a negative influence on emotional exhaustion. This variance may be a result of cultural differences or a larger sample in the 2023 study. Study limitations, possible practical application of the findings, and opportunities for additional study are identified at the conclusion of the narrative.

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Adapting a Theoretical Framework to Reduce Employee Turnover Within a Hotel Front Desk Workplace

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