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COVID-19 impact on hospitality retail employees’ turnover intentions

2022; Emerald Publishing Limited; Volume: 34; Issue: 6 Linguagem: Inglês

10.1108/ijchm-08-2021-1053

1757-1049

Glenn McCartney, Charlene Lai Chi In, José Pinto,

Customer Service Quality and Loyalty

Purpose This study aims to examine effects of the COVID-19-induced lockdown on turnover intentions (TI) for the hospitality retail sector. Design/methodology/approach This study reviews employee TI literature before and during the COVID-19 pandemic. The data for the present study were derived from a sample of 301 hospitality retail workers employed within the integrated resorts on The Cotai Strip, Macao. Data were analysed using structural equation modelling. Findings This study showed a significant positive relationship between job satisfaction (JS) and the two variables of workload and pay (WP) and company support (CS). Co-worker relationship did not influence JS. Furthermore, JS had a significant negative effect on employee TI. WP had the greatest influence on whether to leave the sector or not. Practical implications The suggested framework can assist hospitality retail management in developing an employee-retention strategy as the sector recovers from pandemic restrictions. Originality/value To the best of the authors’ knowledge, this is one of the first studies to develop a TI framework for the hospitality retail sector during the pandemic.