Moderating effects of social support on job stress and turnover intentions

ABSTRACT

The vast majority of gaming revenues contributed by premium players leads casinos to build and maintain good relationships with these players with the help of casino hosts. This practice often nurtures the players’ loyalty toward the hosts, rather than the casinos. Hence, minimizing the hosts’ turnover intention (TI) is vital. Job stress (JS) is a major reason for employees to quit a job. This study contributes to the literature by (1) introducing perceived customer relationship (PCR) as a stressor and (2) examining the moderating roles of social support from supervisors (SSS) and co-workers (SSC) in the mediation process of PCR–JS–TI. Drawing upon survey results from 200 hosts in Macao, our findings show that PCR is positively associated with TI through JS. Additionally, SSC but not SSS weakens the PCR–JS–TI process, specifically the JS–TI connection. Meaningful implications are provided to minimize the host turnover that is caused by job stress.

摘要

绝大多数的博彩收入由高级玩家提供，在赌场公关的帮助下，赌场与这些玩家建立并维持良好的关系。这种做法通常会培养玩家对公关的忠诚，而不是赌场。因此，最大限度地减少公关的离职意图 （TI）是至关重要的。工作压力是员工离职的一个主要原因。本研究（1）介绍了感知顾客关系（PCR）作为压力来源，和（2）考察了主管支持（SSS）和同事支持（SSC）在工作压力中介过程中的调节作用。通过对澳门200个赌场公关的调查结果表 明，公关感知的顾客关系通过工作压力与离职倾向正相关。此外， 来自同事的支持，而不是来自上级的支持削弱了工作压力中介过程，特别是工作压力与离职意向的联系。 这研究为减少因压力造成的公关离职提供有意义的启示。

KEYWORDS:

• Gaming
• casino
• stress
• social support
• turnover
• moderated mediation

Acknowledgments

This work was supported by the Institute for the Study of Commercial Gaming (University of Macau).