Work engagement and turnover intentions: Correlates and customer orientation as a moderator

Abstract

Purpose

The purpose of this study is to gauge the effects of challenge and hindrance stressors as well as three high-performance work practices (HPWPs) such as training, empowerment and rewards on work engagement (WE) and turnover intentions (TI). This study also tests customer orientation (COR) as a moderator of these relationships.

Design/methodology/approach

Data gathered from frontline hotel employees in Northern Cyprus in two time periods with a time lag of two weeks were used to test the relationships.

Findings

The results suggest that both challenge and hindrance stressors heighten TI and empowerment fosters WE. Rewards alleviate TI. More importantly, COR acts as a moderator of the effects of challenge and hindrance stressors as well as training, empowerment and rewards on WE and TI.

Practical implications

Management needs to hire employees high on COR and develop training programs that boost employees’ customer-oriented behaviors. Employees should also be allowed to craft the level of job demands and resources as long as the work is congruent with management expectations.

Originality/value

This study contributes to the extant hospitality knowledge by testing COR as a moderator of the effects of challenge and hindrance stressors and HPWPs on WE and TI.

Citation

Babakus, E., Yavas, U. and Karatepe, O.M. (2017), "Work engagement and turnover intentions: Correlates and customer orientation as a moderator", International Journal of Contemporary Hospitality Management, Vol. 29 No. 6, pp. 1580-1598. https://doi.org/10.1108/IJCHM-11-2015-0649