Service climate: how does it affect turnover intention?

What is it about?

This study developed a conceptual model of service climate in hospitality that tests its relationship with psychological capital (PsyCap), quality of work life (QWL), and turnover intention as to demonstrates the importance of service climate in understanding the turnover intention of hotel employees.

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Why is it important?

This study extends the service climate literature in hospitality by offering a new conceptual model representing employees' perceptions of service climate that influence their willingness to leave the organization with the mediating effects of PsyCap and QWL based on the theory of work adjustment (TWA). TWA provides a deeper understanding of how employees’ perception of service climate affects their turnover intention in hospitality based on a sample of hotel employees.