{"title":"Frontline employees' turnover intentions in tourism and hospitality sectors: A systematic literature review and research agenda","authors":"Cau Ngoc Nguyen , Giang Hoang , Tuan Trong Luu","doi":"10.1016/j.tmp.2023.101197","DOIUrl":null,"url":null,"abstract":"<div><p>Frontline employees play crucial roles in tourism and hospitality organizations because they work directly with the customers and represent the organization. However, the turnover rate among tourism and hospitality frontline employees was found to be higher than other groups of employees in the same sector. Therefore, detecting the factors that affect turnover intention among frontline employees is necessary to develop effective human resource management strategies in the tourism and hospitality sectors. Our article reviews the empirical studies on frontline employees' turnover intention in tourism and hospitality and proposes a research agenda for future research. Through a systematic and rigorous selection process, we obtained a sample of 72 empirical studies. By analyzing and synthesizing the research results from these studies, we found that: (a) studies on frontline employees' turnover intention in tourism and hospitality are mainly anchored in conservation of resources theory, social exchange theory, and the job demands-resources model; (b) turnover intention of frontline employees has been investigated in different cultural contexts mainly using quantitative methods; (c) various scales were utilized to measure turnover intention; and (d) antecedents, mediators, and moderators of frontline employees' turnover intention in a variety of tourism and hospitality contexts have been identified. Based on the findings of our review, we developed an integrated framework for turnover intention in tourism and hospitality contexts and provided research implications for future studies.</p></div>","PeriodicalId":48141,"journal":{"name":"Tourism Management Perspectives","volume":null,"pages":null},"PeriodicalIF":7.3000,"publicationDate":"2023-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S2211973623001253/pdfft?md5=5a8094e451117d350931a7e9c89eea4b&pid=1-s2.0-S2211973623001253-main.pdf","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tourism Management Perspectives","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S2211973623001253","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
Frontline employees play crucial roles in tourism and hospitality organizations because they work directly with the customers and represent the organization. However, the turnover rate among tourism and hospitality frontline employees was found to be higher than other groups of employees in the same sector. Therefore, detecting the factors that affect turnover intention among frontline employees is necessary to develop effective human resource management strategies in the tourism and hospitality sectors. Our article reviews the empirical studies on frontline employees' turnover intention in tourism and hospitality and proposes a research agenda for future research. Through a systematic and rigorous selection process, we obtained a sample of 72 empirical studies. By analyzing and synthesizing the research results from these studies, we found that: (a) studies on frontline employees' turnover intention in tourism and hospitality are mainly anchored in conservation of resources theory, social exchange theory, and the job demands-resources model; (b) turnover intention of frontline employees has been investigated in different cultural contexts mainly using quantitative methods; (c) various scales were utilized to measure turnover intention; and (d) antecedents, mediators, and moderators of frontline employees' turnover intention in a variety of tourism and hospitality contexts have been identified. Based on the findings of our review, we developed an integrated framework for turnover intention in tourism and hospitality contexts and provided research implications for future studies.
期刊介绍:
Tourism Management Perspectives is an interdisciplinary journal that focuses on the planning and management of travel and tourism. It covers topics such as tourist experiences, their consequences for communities, economies, and environments, the creation of image, the shaping of tourist experiences and perceptions, and the management of tourist organizations and destinations. The journal's editorial board consists of experienced international professionals and it shares the board with Tourism Management. The journal covers socio-cultural, technological, planning, and policy aspects of international, national, and regional tourism, as well as specific management studies. It encourages papers that introduce new research methods and critique existing ones in the context of tourism research. The journal publishes empirical research articles and high-quality review articles on important topics and emerging themes that enhance the theoretical and conceptual understanding of key areas within travel and tourism management.