The Effect of Customer Verbal Aggression on Burnout in Frontline Employees in Hotels and Travel Agencies: The Moderating Role of Perceived Supervisor Support

Companies need employees who are passionate about their job and strive to take organization to height of glory.Owing to high competition in banking sector, it is pertinent to note that banks need to differentiate themselves from competitors. The objective of this study was to examine the relationship of organizational communication strength and employee engagement, with mediating effect of perceived supervisor support and moderating role of organizational trust. Data was collected from a sample 244 employees of banking sector who were through simple random sampling. Cronbach’s alpha was used to test the reliability of the scales used in the study. Correlation and regression analyses were used to analyze the hypothesized relationships. The findings revealed a significant positive relationship between communication strengthand employee’s engagement. Perceived supervisor support mediated the relationship ofcommunication strength and employee’s engagement. Organizational trust moderated the relationship of Perceived supervisor support and employee’s engagement. Organizations should focus on promoting a strong communication system to increase the dedication, vigor and absorption of employees.

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IN HIGHER EDUCATION THE EFFECT OF LEADERSHIP STYLE ON THE SUBJECTIVE WELL-BEING: THE ROLE OF THE PERCEIVED SUPERVISOR SUPPORT

10.21506/j.ponte.2020.12.7 ◽

2020 ◽

Vol 76 (12) ◽

Author(s):

Rukiye Celik ◽

Begum Yalcin ◽

Serife Alev Uysal

Keyword(s):

Higher Education ◽

Leadership Style ◽

Supervisor Support ◽

Well Being ◽

Subjective Well Being ◽

Perceived Supervisor Support

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A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

International Journal of Environmental Research and Public Health ◽

10.3390/ijerph18126616 ◽

2021 ◽

Vol 18 (12) ◽

pp. 6616

Author(s):

Hyunah Chung ◽

Wei Quan ◽

Bonhak Koo ◽

Antonio Ariza-Montes ◽

Alejandro Vega-Muñoz ◽

...

Keyword(s):

Job Stress ◽

Turnover Intention ◽

Supervisor Support ◽

Demographic Variables ◽

Point Of View ◽

Frontline Employees ◽

Turnover Rates ◽

Negative Behaviors ◽

Perceived Supervisor Support ◽

The Impact

The study investigates the impact of customer incivility, job stress, perceived supervisor support, and perceived co-worker support on the turnover intention of frontline employees. A survey-questionnaire approach was used to collect the point of view of frontline employees that work in five-star hotels in a metropolitan city of Korea. Four independent variables that were extracted from valid theoretical backgrounds along with four demographic variables were used in the study. The regression analysis was conducted to test the hypotheses, which revealed that job stress directly affected the employees’ desires to leave their organization. It also showed that perceived supervisor support mitigates employee turnover, and there were significant correlations between turnover intention with the employees’ marital status and job position. Gender and years of service did not affect the employees’ thinking of quitting their job. Our findings help hotel entrepreneurs better understand how to deal with customer incivility and employee job stress, and better comprehend the factors that minimize employees’ negative behaviors for the organization.

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