Does dysfunctional customer behavior really impact the turnover intention of hotel guest-contact employees? The role of wisdom leadership and job embeddedness

ABSTRACT

The study highlights how dysfunctional customer behavior affects the hotel’s guest-contact employee turnover intention by performing the role of wisdom leadership and job embeddedness. The model was tested using data collected from 325 guest-contact employees in Omani 4 and 5-star hotels. The results suggest that dysfunctional customer behavior increases the likelihood of employee turnover. Wisdom leadership plays a mitigating role in the relationship between dysfunctional customer behavior and employee turnover. Female respondents supported the notion that employees’ cognitive rumination is positively related to employee turnover intention and that customer dysfunctional behavior has a positive relationship with employee turnover. Emotional exhaustion partially mediates the relationship between dysfunctional customer behavior and employee turnover. However, cognitive rumination and employee stress do not mediate the relationship between dysfunctional customer behavior and employee turnover. On the other hand, males showed better support on the basis that wisdom leadership moderates the association between dysfunctional customer behavior and employee turnover. The paper concludes by contributing various implications and directions for future research.

该研究强调了功能失调的客户行为如何通过发挥智慧领导和工作嵌入的作用影响酒店的客人接触员工离职意向. 该模型使用从阿曼四星级和五星级酒店的325名客人联系人员工收集的数据进行了测试. 结果表明, 功能失调的顾客行为增加了员工离职的可能性. 智慧领导力在功能失调的客户行为和员工流失之间的关系中起着缓解作用. 女性受访者支持这样一种观点, 即员工的认知反刍与员工离职意向呈正相关, 而客户功能失调行为与员工离职有正相关. 情绪衰竭部分地调节了功能失调的顾客行为和员工离职之间的关系. 然而, 认知反刍和员工压力并不能调节功能失调的客户行为和员工离职之间的关系. 另一方面, 男性表现出更好的支持, 因为智慧领导力可以调节功能失调的客户行为和员工流动之间的关联. 论文最后为未来的研究提供了各种启示和方向

KEYWORDS:

• Dysfunctional customer behavior
• wisdom leadership
• embeddedness
• employee stress
• emotional exhaustion
• cognitive rumination
• Oman

Disclosure statement

No potential conflict of interest was reported by the author(s).

Correction Statement

This article has been republished with minor changes. These changes do not impact the academic content of the article.