The Relationship Between Role Stress And Turnover Intention Of Hotel Industry Employees

In the hotel industry, the high staff turnover rate will not only increase the direct operatingcosts of the hotel，but will also have indirectly effect on the dropping quality of hotel service. Aswe know that, high turnover rate reflects employees’ low job satisfaction, and dissatisfiedemployees can not guarantee satisfied customers. Therefore, find out the root of employeeturnover, and propose a reasonable solution accordingly has long been the common goal ofdomestic and foreign scholars.This research studied employee turnover intention from the viewpoint of role stess and jobburnout. In this study, front-line employees from three high-star hotels in Guangzhou are beenchosen as research samples and the questionnaire survey was used to collect data. Then,exploratory factor analysis and confirmatory factor analysis were conducted to test thedimensions and structures of role stress and job burnout. After that, this study used structuralequation model analysis to test the mediating effect of burnout. At last, multiple hierarchicalregression analysis was applied to test the moderation effect of service climate. According to theresults of data analysis, this study reached the following conclusions:(1) Role stress has fourstable dimensions;(2) Job burnout has three stable dimensions;(3) Job burnout fully mediatesthe relationship between role stress and turnover intentions;(4) Service climate has moderatingeffect on the mediation effects of job burnout.The main contribution of this research is that, this research studied service climate asmoderating variable, explored its influence on the mediating effect of job burnout to therelationship between role stress and employee turnover intention. This is the first time thatservice climate was brought into this relationship as a moderator, which can be viewed as anenrichment to role stress, job burnout and employee turnover models.