The effect of job insecurity on quitting intentions and service recovery performance: Job embeddedness as a mediating factor

Abstract

Purpose

The purpose of this study is to examine the impact of JIS on quitting intentions and service recovery performance (SRP) with JE as a mediating factor.

Design/methodology/approach

Data was gathered from 313 full time FHEs working in four and five star hotels in Iran. Questionnaires on JIS, JE, and quitting intentions were given in three waves to the FHEs over a two-week period and in addition supervisors provided a rating of SRP.

Findings

The findings support the mediating effect of JE with JIS related to the outcomes indirectly through JE. The greater the level of JIS the lower the JE of FHEs. The greater the level of JE the lower the quitting intentions and the higher the SRP of FHE’s. JE completely mediates the impact of JIS on quitting intentions and SRP.

Practical implications

Organizations should put steps in to retain key workers through adherence to the psychological contract, reduce the impact of JIS through providing clear information on career opportunities and progression, invest in high quality training to improve SRP and hire a workforce from the local communities to increase off-the job JE

Originality/value

This paper has contributed to an area where research is scarce with regard to how JIS can be reduced and the structure that links it to employee outcomes.

Citation

(2020), "The effect of job insecurity on quitting intentions and service recovery performance: Job embeddedness as a mediating factor", Human Resource Management International Digest, Vol. 28 No. 2, pp. 12-14. https://doi.org/10.1108/HRMID-09-2019-0231