464
Views
2
CrossRef citations to date
0
Altmetric
Research Article

The Mediating Role of Satisfaction on the Relationship between Professionalism and Employee Continuity in Hospitality Industry

ORCID Icon, ORCID Icon & ORCID Icon

References

  • Abou Arraj, H. (2018). Professionalism among employees in Lebanon: The Lebanese University. World Journal of Entrepreneurship, Management, and Sustainable Development, 14(4), 385–392. https://doi.org/10.1108/WJEMSD-04-2018-0042
  • Agarwala, T. (2003). Innovative human resource practices and organizational commitment: An empirical investigation. International Journal of Human Resource Management, 14(2), 175–197.
  • Alshamey, O. A. (2019). Factors that affect motivation and job satisfaction of employees within the hospitality industry. Journal of University Studies for Inclusive Research, 2(1), 220–237. https://usrij.com/wp-content/uploads/2020/01/FACTORS-THAT-AFFECT-MOTIVATION-AND-JOB-SATISFACTION-OF-EMPLOYEES-WITHIN-HOSPITALITY-INDUSTRY.pdf
  • Applebaum, D., Fowler, S., Fiedler, N., Osinubi, O., & Robson, M. (2010). The impact of environmental factors on nursing stress, job satisfaction, and turnover intention. TheJournal of Nursing Administration, 40(7/8), 323–328. https://doi.org/10.1097/NNA.0b013e3181e9393b
  • Arnett, D. B., Laverie, D. A., & McLane, C. (2002). Using job satisfaction and pride as internal-marketing tools. Cornell Hotel and Restaurant Administration Quarterly, 43(2), 87–96. https://doi.org/10.1177/001088040204300209
  • Babakus, E., Bienstock, C. C., & Van Scotter, J. R. (2004). Linking perceived quality and customer satisfaction to store traffic and revenue growth. Decision Sciences, 35(4), 713–737. https://doi.org/10.1111/j.1540-5915.2004.02671.x
  • Baggini, J. (2005). What professionalism means for teachers today. Education Review, 18(2), 5–11.
  • Bernstein, D.A., & Nash, P.W. (2008). Essentials of psychology. Houghton Mifflin.
  • Boyt, T. E., Lusch, R. F., & Naylor, G. (2001). The role of professionalism in determining job satisfaction in professional services: A study of marketing researchers. Journal of Service Research, 3(4), 321–330. https://doi.org/10.1177/109467050134005
  • Brennan, M. D., & Monson, V. (2014, May). Professionalism: Good for patients and health care organizations. In Mayo Clinic Proceedings (Vol. 89, No. 5, pp. 644–652). Elsevier.
  • Briggs, E., Deretti, S., & Kato, H. T. (2020). Linking organizational service orientation to retailer profitability: Insights from the service-profit chain. Journal of Business Research, 107(February 2020), 271–278. https://doi.org/10.1016/j.jbusres.2018.08.038
  • Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110–119. https://doi.org/10.1509/jmkr.39.1.110.18928
  • Brown, E. A., Thomas, N. J., & Bosselman, R. H. (2015). Are they leaving or staying: A qualitative analysis of turnover issues for Generation Y hospitality employees with a hospitality education. International Journal of Hospitality Management, 46(April 2015), 1–214. https://doi.org/10.1016/j.ijhm.2015.01.011
  • Chen, C. F. (2006). Job satisfaction, organizational commitment, and flight attendants’ turnover intentions: A note. Journal of Air Transport Management, 12(5), 274–276. https://doi.org/10.1016/j.jairtraman.2006.05.001
  • Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245–253. https://doi.org/10.1016/j.ijhm.2008.08.003
  • Cho, S., Woods, R. H., Jang, S. S., & Erdem, M. (2006). Measuring the impact of human resource management practices on hospitality firms’ performances. International Journal of Hospitality Management, 25(2), 262–277. https://doi.org/10.1016/j.ijhm.2005.04.001
  • Cockburn-Wootten, C. (2019). Hospitality, professionalism, and meaningful work. Hospitality Insights, 3(2), 3–4. https://doi.org/10.24135/hi.v3i2.61
  • Cunningham, G., & Sagas, M. (2004). Examining the main and interactive effects of deep- and surface-level diversity on job satisfaction and organizational turnover intentions. Organizational Analysis, 12(3), 319–332. https://web.p.ebscohost.com/abstract?direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=15517470&asa=Y&AN=16372410&h=ayn628mpDmR46yEQ6ZEizeOLXRKEfZ5Y5BzeR0ffsnxrcJXzQuN0kgL7DrwQmBUObvZtI4PQ0v80wZXpcg6IWg%3d%3d&crl=c&resultNs=AdminWebAuth&resultLocal=ErrCrlNotAuth&crlhashurl=login.aspx%3fdirect%3dtrue%26profile%3dehost%26scope%3dsite%26authtype%3dcrawler%26jrnl%3d15517470%26asa%3dY%26AN%3d16372410
  • De Winne, S., Marescaux, E., Sels, L., Van Beveren, I., & Vanormelingen, S. (2019). The impact of employee turnover and turnover volatility on labor productivity: A flexible non-linear approach. The International Journal of Human Resource Management, 30(21), 3049–3079. https://doi.org/10.1080/09585192.2018.1449129
  • Egener, B. E., Mason, D. J., McDonald, W. J., Okun, S., Gaines, M. E., Fleming, D. A., Rosof, B. M., Gullen, D., & Andresen, M. L. (2017). The charter on professionalism for health care organizations. Academic Medicine, 92(8), 1091. https://doi.org/10.1097/ACM.0000000000001561
  • Eneizan, B., Taamneh, M., Enaizan, O., Almaaitah, M., Ngah, A., & Alsakarneh, A. (2021). Human resources practices and job satisfaction on customer satisfaction: The mediating role of quality of customer interaction in an online call center. International Journal of Data and Network Science, 5(1), 11–18. https://doi.org/10.5267/j.ijdns.2020.12.001
  • Evanschitzky, H., Ramaseshan, B., Woisetschläger, D. M., Richelsen, V., Blut, M., & Backhaus, C. (2012). Consequences of customer loyalty to the loyalty program and to the company. Journal of the Academy of Marketing Science, 40(5), 625–638. https://doi.org/10.1007/s11747-011-0272-3
  • Evetts, J. (2013). Professionalism: Value and ideology. Current Sociology, 61(5–6), 778–796. https://doi.org/10.1177/0011392113479316
  • Faldetta, G., Fasone, V., & Provenzano, C. (2013). Turnover in the hospitality industry: Can reciprocity solve the problem? PASOS Revista de Turismo y Patrimonio Cultural, 11(4), 583–595. https://doi.org/10.25145/j.pasos.2013.11.052
  • Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics.
  • Gering, J., & Conner, J. (2002). A strategic approach to employee retention. (Business). Healthcare Financial Management, 56(11), 40–45. https://go.gale.com/ps/i.do?id=GALE%7CA94131951&sid=googleScholar&v=2.1&it=r&linkaccess=abs&issn=07350732&p=AONE&sw=w&userGroupName=anon%7E32b4d9b4
  • Grobelna, A. (2015). Intercultural challenges facing the hospitality industry. Implications for education and hospitality management. Journal of Intercultural Management, 7(3), 101–117. https://doi.org/10.1515/joim-2015-0023
  • Gross, M., & Hochberg, N. (2016). Characteristics of place identity as part of professional identity development among pre-service teachers. Cultural Studies of Science Education, 11(4), 1243–1268. https://doi.org/10.1007/s11422-014-9646-4
  • Guchait, P., & Cho, S. (2010). The impact of human resource management practices on intention to leave of employees in the service industry in India: The mediating role of organizational commitment. The International Journal of Human Resource Management, 21(8), 1228–1247. https://doi.org/10.1080/09585192.2010.483845
  • Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance. Marketing Science, 25(6), 718–739. https://doi.org/10.1287/mksc.1060.0221
  • GÜZEL, C. D. A. P. (2007). RELATIONSHIP BETWEEN EMPLOYEE TURNOVER AND THE LOCATION OF HOTELS: THE CASE OF KUŞADASI AND İZMİR IN TURKEY. Journal of Yaşar University, 2(5), 477–487. https://dergipark.org.tr/en/pub/jyasar/issue/19117/202869
  • Han, K., Trinkoff, A. M., & Gurses, A. P. (2015). Work‐related factors, job satisfaction, and intent to leave the current job among United States nurses. Journal of Clinical Nursing, 24(21–22), 3224–3232. https://doi.org/10.1111/jocn.12987
  • Hancock, J. I., Allen, D. G., Bosco, F. A., McDaniel, K. R., & Pierce, C. A. (2013). A meta-analytic review of employee turnover as a predictor of firm performance. Journal of Management, 39(3), 573–603. https://doi.org/10.1177/0149206311424943
  • Heavey, A. L., Holwerda, J. A., & Hausknecht, J. P. (2013). Causes and consequences of collective turnover: A meta-analytic review. Journal of Applied Psychology, 98(3), 412. https://doi.org/10.1037/a0032380
  • Hemdi, M. A., & Nasurdin, A. M. (2004). A conceptual model of hotel managers’ turnover intentions: The moderating effect of job-hopping attitudes and turnover culture. Tourism Educators Association of Malaysia, 1(1), 63–76. https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.682.6512&rep=rep1&type=pdf
  • Hemmington, N. (2007). From service to experience: Understanding and defining the hospitality business. The Service Industries Journal, 27(6), 747–755. https://doi.org/10.1080/02642060701453221
  • Hobfoll, S. E. (2011). Conservation of resource caravans and engaged settings. Journal of Occupational and Organizational Psychology, 84(1), 116–122. https://doi.org/10.1111/j.2044-8325.2010.02016.x
  • Holston-Okae, B. L., & Mushi, R. J. (2018). Employee turnover in the hospitality industry using Herzberg’s two-factor motivation-hygiene theory. International Journal of Academic Research in Business and Social Sciences, 8(1), 218–248. https://doi.org/10.6007/IJARBSS/v8-i1/3805
  • Horváth, Z., & Hollósy-Vadász, G. (2019). The revision of the Hungarian public service motivation (PSM) model. Central European Journal of Labour Law and Personnel Management, 2(1), 17–28. https://www.ceeol.com/search/article-detail?id=784228
  • Hulin, C. L., & Judge, T. A. (2003). Job attitudes In Handbook of psychology: Industrial and organizational psychology Vol. 12, pp. 255–276. John Wiley & Sons Inc.
  • Ineson, E. M., Benke, E., & László, J. (2013). Employee loyalty in Hungarian hotels. International Journal of Hospitality Management, 32(March 2013), 31–39. https://doi.org/10.1016/j.ijhm.2012.04.001
  • Ingersoll, G. L., Olsan, T., Drew-Cates, J., DeVinney, B. C., & Davies, J. (2002). Nurses’ job satisfaction, organizational commitment, and career intent. JONA: The Journal of Nursing Administration, 32(5), 250–263. https://doi.org/10.1097/00005110-200205000-00005
  • Jang, J., & George, R. T. (2012). Understanding the influence of polychronicity on job satisfaction and turnover intention: A study of non-supervisory hotel employees. International Journal of Hospitality Management, 31(2), 588–595. https://doi.org/10.1016/j.ijhm.2011.08.004
  • Janta, H., & Ladkin, A. (2009). Polish migrant labor in the hospitality workforce: Implications for recruitment and retention. Tourism Culture & Communication, 9(1–2), 5–15. https://doi.org/10.3727/109830409787556693
  • Karanikola, M. N., & Papathanassoglou, E. D. (2015). Measuring professional satisfaction in Greek nurses: Combination of qualitative and quantitative investigation to evaluate the validity and reliability of the Index of Work Satisfaction. Applied Nursing Research, 28(1), 48–54. https://doi.org/10.1016/j.apnr.2014.05.003
  • Karatepe, O. M. (2012). Perceived organizational support, career satisfaction, and performance outcomes: A study of hotel employees in Cameroon. International Journal of Contemporary Hospitality Management, 24(5), 735–752. https://doi.org/10.1108/09596111211237273
  • Kennedy, A. (2007). Continuing professional development (CPD) policy and the discourse of teacher professionalism in Scotland. Research Papers in Education, 22(1), 95–111. https://doi.org/10.1080/02671520601152128
  • King, C., Funk, D. C., & Wilkins, H. (2011). Bridging the gap: An examination of the relative alignment of hospitality research and industry priorities. International Journal of Hospitality Management, 30(1), 157–166. https://doi.org/10.1016/j.ijhm.2010.04.009
  • Kolsaker, A. (2008). Academic professionalism in the managerialist era: A study of English universities. Studies in Higher Education, 33(5), 513–525. https://doi.org/10.1080/03075070802372885
  • Kuria, S., Alice, O., & Wanderi, P. M. (2012). Assessment of causes of labor turnover in three and five star-rated hotels in Kenya. International Journal of Business and Social Science, 3(15). https://d1wqtxts1xzle7.cloudfront.net/55308741/36-with-cover-page-v2.pdf?Expires=1649941309&Signature=TuSu3pkIcM1Tz63ddj8QqxPOGyXhqXDe6MLfAsFeoLUWCDTX79gIqZ9YSEz-9Lo1EOaX58e37TBZpVZN5LKXmvTvPMd~43O9ZhcquwsEk7gmMADIYe3bBXTLd03tgSRTIYPHdDb3HqHZbxV9gYfjTiiqES3bpX42pvin6ZGTOYNIxRyN3vTzMm6gNBnUVgftk80QS6xspsm~h-o1PLWW4xZVAt53lcOaD2k3wK3GIvKUfvJH2~MCzblV1q0tsywaA~E4evZ7UeacEYr4eVFC7kEwGVGkv8d5UORCXiFKfpuAl4ob8R3zs3HbMxPNlVY3H5BX3geo3-S9OR7bnxC4Sg__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA
  • Kuruüzüm, A., Çetin, E. I., & Irmak, S. (2009). Path analysis of organizational commitment, job involvement, and job satisfaction in the Turkish hospitality industry. Tourism Review, 64(1), 4–16. https://doi.org/10.1108/16605370910948821
  • Lam, T., Lo, A., & Chan, J. (2002). New employees’ turnover intentions and organizational commitment in the Hong Kong hotel industry. Journal of Hospitality & Tourism Research, 26(3), 217–234. https://doi.org/10.1177/1096348002026003002
  • Lambert, E. G., Cluse-Tolar, T., Pasupuleti, S., Prior, M., & Allen, R. I. (2012). A test of a turnover intent model. Administration in Social Work, 36(1), 67–84. https://doi.org/10.1080/03643107.2010.551494
  • Lee, Y. H., & Chelladurai, P. (2018). Emotional intelligence, emotional labor, coach burnout, job satisfaction, and turnover intention in sport leadership. European Sport Management Quarterly, 18(4), 393–412. https://doi.org/10.1080/16184742.2017.1406971
  • Lee, C., & Way, K. (2010). Individual employment characteristics of hotel employees that play a role in employee satisfaction and work retention. International Journal of Hospitality Management, 29(3), 344–353. https://doi.org/10.1016/j.ijhm.2009.08.008
  • Levinson, W., Ginsburg, S., Hafferty, F., & Lucey, C. R. (2014). Understanding medical professionalism. McGraw Hill Professional.
  • Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92(2), 475. https://doi.org/10.1037/0021-9010.92.2.475
  • Liao, H., & Chuang, A. (2007). Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships. Journal of Applied Psychology, 92(4), 1006. https://doi.org/10.1037/0021-9010.92.4.1006
  • Lu, A. C. C., & Gursoy, D. (2016). Impact of job burnout on satisfaction and turnover intention: Do generational differences matter? Journal of Hospitality & Tourism Research, 40(2), 210–235. https://doi.org/10.1177/1096348013495696
  • Ma, E., & Qu, H. (2011). Social exchanges as motivators of hotel employees’ organizational citizenship behavior: The proposition and application of a new three-dimensional framework. International Journal of Hospitality Management, 30(3), 680–688. https://doi.org/10.1016/j.ijhm.2010.12.003
  • Malhotra, N., & Mukherjee, A. (2004). The relative influence of organisational commitment and job satisfaction on service quality of customer‐contact employees in banking call centres. Journal of Services Marketing, 18(3), 162–174. https://doi.org/10.1108/08876040410536477
  • Marshall, S. M., Gardner, M. M., Hughes, C., & Lowery, U. (2016). Attrition from student affairs: Perspectives from those who exited the profession. Journal of Student Affairs Research and Practice, 53(2), 146–159. https://doi.org/10.1080/19496591.2016.1147359
  • Maslach, C. (2003). Burnout: The Cost Of Caring. Ishk.
  • Maxwell, G. A., Ogden, S. M., & Broadbridge, A. (2010). Generation Y’s career expectations and aspirations: Engagement in the hospitality industry. Journal of Hospitality and Tourism Management, 17(1), 53–61. https://doi.org/10.1375/jhtm.17.1.53
  • McCann, L., & Granter, E. (2019). Beyond ‘blue-collar professionalism’: Continuity and change in the professionalization of uniformed emergency services work. Journal of Professions and Organization, 6(2), 213–232. https://doi.org/10.1093/jpo/joz006
  • Mensah, J. K. (2015). A “coalesced framework” of talent management and employee performance: For further research and practice. International Journal of Productivity and Performance Management.
  • Mooney, S. K., Harris, C., & Ryan, I. (2016). Long hospitality careers–a contradiction in terms? International Journal of Contemporary Hospitality Management, 28(11), 2589–2608. https://doi.org/10.1108/IJCHM-04-2015-0206
  • Mueller, P. S. (2009). Incorporating professionalism into medical education: The Mayo Clinic experience. The Keio Journal of Medicine, 58(3), 133–143. https://doi.org/10.2302/kjm.58.133
  • Mullen, P. R., Malone, A., Denney, A., & Santa Dietz, S. (2018). Job stress, burnout, job satisfaction, and turnover intention among student affairs professionals. College Student Affairs Journal, 36(1), 94–108. https://doi.org/10.1353/csj.2018.0006
  • Musaba, C. N. A., Musaba, E. C., & Hoabeb, S. I. (2014). Employee perceptions of service quality in the Namibian hotel industry: A SERVQUAL approach. International Journal of Asian Social Science, 4(4), 533–543. https://archive.aessweb.com/index.php/5007/article/view/2655
  • Namasivayam, K., & Zhao, X. (2007). An investigation of the moderating effects of organizational commitment on the relationships between work-family conflict and job satisfaction among hospitality employees in India. Tourism Management, 28(4), 212–223. https://doi.org/10.1016/j.tourman.2006.09.021
  • O’Donoghue, K., & Tsui, M. S. (2015). Social work supervision research (1970–2010): The way we were and the way ahead. The British Journal of Social Work, 45(2), 616–633. https://doi.org/10.1093/bjsw/bct115
  • Oshagbemi, T. (2000). Gender differences in the job satisfaction of university teachers. Women in Management Review, 15(7), 331–343. https://doi.org/10.1108/09649420010378133
  • Padma, P., & Ahn, J. (2020). Guest satisfaction & dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84(January 2020), 102318. https://doi.org/10.1016/j.ijhm.2019.102318
  • Park, J., & Gursoy, D. (2012). Generation effects on work engagement among US hotel employees. International Journal of Hospitality Management, 31(4), 1195–1202. https://doi.org/10.1016/j.ijhm.2012.02.007
  • Payne, S. C., & Webber, S. S. (2006). Effects of service provider attitudes and employment status on citizenship behaviors and customers’ attitudes and loyalty behavior. Journal of Applied Psychology, 91(2), 365. https://doi.org/10.1037/0021-9010.91.2.365
  • Poghosyan, L., Liu, J., Shang, J., & D’Aunno, T. (2017). Practice environments and job satisfaction and turnover intentions of nurse practitioners: Implications for primary care workforce capacity. Health Care Management Review, 42(2), 162–171. https://doi.org/10.1097/HMR.0000000000000094
  • Poon, J. M. (2004). Effects of performance appraisal politics on job satisfaction and turnover intention. Personnel Review, 33(3), 322–334. https://doi.org/10.1108/00483480410528850
  • Popli, S., & Rizvi, I. A. (2015). Exploring the relationship between service orientation, employee engagement and perceived leadership style: A study of managers in the private service sector organizations in India. Journal of Services Marketing, 29(1), 59–70. https://doi.org/10.1108/JSM-06-2013-0151
  • Poulston, J. (2008). Hospitality workplace problems and poor training: A close relationship. International Journal of Contemporary Hospitality Management, 20(4), 412–427. https://doi.org/10.1108/09596110810873525
  • Raub, S. (2008). Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry. International Journal of Hospitality Management, 27(2), 179–186. https://doi.org/10.1016/j.ijhm.2007.07.018
  • Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management, 27(1), 87–106. https://doi.org/10.1108/IJCHM-06-2013-0254
  • Razzaq, S., Shujahat, M., Hussain, S., Nawaz, F., Wang, M., Ali, M., & Tehseen, S. (2018). Knowledge management, organizational commitment and knowledge-worker performance: The neglected role of knowledge management in the public sector. Business process management journal.
  • Rhodes, C. (2006). The impact of leadership and management on the construction of professional identity in school learning mentors. Educational Studies, 32(2), 157–169. https://doi.org/10.1080/03055690600631051
  • Rotenberry, P. F., & Moberg, P. J. (2007). Assessing the impact of job involvement on performance. Management Research News, 30(3), 203–215. https://doi.org/10.1108/01409170710733278
  • Ruizalba, J. L., Bermúdez-González, G., Rodríguez-Molina, M. A., & Blanca, M. J. (2014). Internal market orientation: An empirical research in hotel sector. International Journal of Hospitality Management, 38(April 2014), 11–19. https://doi.org/10.1016/j.ijhm.2013.12.002
  • Saari, L. M., & Judge, T. A. (2004). Employee attitudes and job satisfaction. Human Resource Management: Published in Cooperation with the School of Business Administration, the University of Michigan and in Alliance with the Society of Human Resources Management, 43(4), 395–407. https://doi.org/10.1002/hrm.20032
  • Satpathy, D., & Das, D. (2011). Review of Literature on Employee Turnover. Indian Journal of Applied Research, 4(2), 3–25. https://doi.org/10.15373/2249555X/FEB2014/94
  • Scanlan, J. N., & Hazelton, T. (2019). Relationships between job satisfaction, burnout, professional identity, and meaningfulness of work activities for occupational therapists working in mental health. Australian Occupational Therapy Journal, 66(5), 12–18. https://doi.org/10.1111/1440-1630.12596
  • Schneider, B., Ehrhart, M. G., Mayer, D. M., Saltz, J. L., & Niles-Jolly, K. (2005). Understanding organization-customer links in service settings. Academy of Management Journal, 48(6), 1017–1032. https://doi.org/10.5465/amj.2005.19573107
  • Shao, R., & Skarlicki, D. P. (2014). Service employees’ reactions to mistreatment by customers: A comparison between North America and East Asia. Personnel Psychology, 67(1), 23–59. https://doi.org/10.1111/peps.12021
  • Shaw, J. D. (2011). Turnover rates and organizational performance: Review, critique, and research agenda. Organizational Psychology Review, 1(3), 187–213. https://doi.org/10.1177/2041386610382152
  • Shepherd, W. J., Ployhart, R. E., & Kautz, J. (2020). The neglected role of collective customer perceptions in shaping collective employee satisfaction, service climate, voluntary turnover, and involuntary turnover: A cautionary note. Journal of Applied Psychology, 105(11), 1327. https://doi.org/10.1037/apl0000480
  • Siekkinen, T., Pekkola, E., & Carvalho, T. (2020). Change and continuity in the academic profession: Finnish universities as living labs. Higher Education, 79(3), 533–551. https://doi.org/10.1007/s10734-019-00422-3
  • Simons, T., McLean Parks, J., & Tomlinson, E. C. (2018). The benefits of walking your talk: Aggregate effects of behavioral integrity on guest satisfaction, turnover, and hotel profitability. Cornell Hospitality Quarterly, 59(3), 257–274. https://doi.org/10.1177/1938965517735908
  • Simons, T., & Roberson, Q. (2003). Why managers should care about fairness: The effects of aggregate justice perceptions on organizational outcomes. Journal of Applied Psychology, 88(3), 432. https://doi.org/10.1037/0021-9010.88.3.432
  • Sinsky, C. A., Dyrbye, L. N., West, C. P., Satele, D., Tutty, M., & Shanafelt, T. D. (2017, November). Professional satisfaction and the career plans of US physicians. In Mayo Clinic Proceedings (Vol. 92, No. 11, pp. 1625–1635). Elsevier.
  • Sjo¨berg, A., & Sverke, M. (2000). The interactive effect of job involvement and organizational commitment on job turnover revisited: A note on the mediating role of turnover intention. Scandinavian Journal of Psychology, 41(3), 247–252. https://doi.org/10.1111/1467-9450.00194
  • Sunny’Hu, H. H., & Cheng, C. W. (2010). Job stress, coping strategies, and burnout among hotel industry supervisors in Taiwan. The International Journal of Human Resource Management, 21(8), 1337–1350. https://www.tandfonline.com/doi/full/10.1080/09585192.2010.483867?casa_token=RdWeuCeK0p4AAAAA%3AZVQzlUnCDI-92Rz2pOwv_f0Tp7SOD8UyZDHqDv6hHUx6ZneNKkuoWuvuuDjzYBz1A9bUc2txhxYlvQ
  • Surji, K. (2013). The negative effect and consequences of employee turnover and retention on the organization and its staff. European Journal of Business and Management, 5(25), 52–65. https://www.researchgate.net/publication/313636497_The_Negative_Effect_and_Consequences_of_Employee_Turnover_and_Retention_on_the_Organization_and_Its_Staff
  • Swailes, S. (2002). Organizational commitment: A critique of the construct and measures. International Journal of Management Reviews, 4(2), 155–178. https://doi.org/10.1111/1468-2370.00082
  • Swing, S. R. (2007). The ACGME outcome project: Retrospective and prospective. Medical Teacher, 29(7), 648–654. https://doi.org/10.1080/01421590701392903
  • Teng, C. C. (2013). Developing and evaluating a hospitality skill module for enhancing the performance of undergraduate hospitality students. Journal of Hospitality, Leisure, Sport & Tourism Education, 13(July 2013), 78–86. https://doi.org/10.1016/j.jhlste.2013.07.003
  • Tian‐Foreman, W. A. (2009). Job satisfaction and turnover in the Chinese retail industry. Chinese Management Studies.
  • Tichenor, M. S., & Tichenor, J. M. (2005). Understanding teachers’ perspectives on professionalism. Professional Educator, 27(n1–2), 89–95. https://eric.ed.gov/?id=EJ728484
  • Tull, A. (2014). AN EXAMINATION OF COMMUNITY COLLEGE SENIOR STUDENT AFFAIRS OFFICERS’ ROLE PERCEPTION, JOB SATISFACTION, AND PROPENSITY TO LEAVE THEIR INSTITUTIONS. College Student Affairs Journal, 32(1), 53–66. ISBN: 9781623968052, 1623968054.
  • van Mook, W. N., de Grave, W. S., Wass, V., O’Sullivan, H., Zwaveling, J. H., Schuwirth, L. W., & van der Vleuten, C. P. (2009). Professionalism: Evolution of the concept. European Journal of Internal Medicine, 20(4), e81–e84. https://doi.org/10.1016/j.ejim.2008.10.005
  • Vasquez, D. (2014). Employee retention for economic stabilization: A qualitative phenomenological study in the hospitality sector. International Journal of Management, Economics and Social Sciences (IJMESS), 3(1), 1–17. SSRN:https://ssrn.com/abstract=2409917
  • Walls, A. R. (2013). A cross-sectional examination of hotel consumer experience and relative effects on consumer values. International Journal of Hospitality Management, 32(March 2013), 179–192. https://doi.org/10.1016/j.ijhm.2012.04.009
  • Wang, C., Xu, J., Zhang, T. C., & Li, Q. M. (2020). Effects of professional identity on turnover intention in China’s hotel employees: The mediating role of employee engagement and job satisfaction. Journal of Hospitality and Tourism Management, 45(December 2020), 10–22. https://doi.org/10.1016/j.jhtm.2020.07.002
  • Wolter, J. S., Bock, D., Mackey, J., Xu, P., & Smith, J. S. (2019). Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions. Journal of the Academy of Marketing Science, 47(5), 815–836. https://link.springer.com/article/10.1007/s11747-019-00655-9
  • Wright, A. L., Zammuto, R. F., Liesch, P. W., Middleton, S., Hibbert, P., Burke, J., & Brazil, V. (2016). Evidence‐based management in practice: Opening up the decision process, decision‐maker, and context. British Journal of Management, 27(1), 161–178. https://doi.org/10.1111/1467-8551.12123
  • Wynia, M. K. (2010). The role of professionalism and self-regulation in detecting impaired or incompetent physicians. JAMA, 304(2), 210–212. https://doi.org/10.1001/jama.2010.945
  • Yanadori, Y., & Kato, T. (2007). Average employee tenure, voluntary turnover ratio, and labour productivity: Evidence from Japanese firms. The International Journal of Human Resource Management, 18(10), 1841–1857. https://doi.org/10.1080/09585190701570981
  • Yang, J. T. (2008). Effect of newcomer socialisation on organisational commitment, job satisfaction, and turnover intention in the hotel industry. The Service Industries Journal, 28(4), 429–443. https://doi.org/10.1080/02642060801917430
  • Yang, J. T. (2010). Antecedents and consequences of job satisfaction in the hotel industry. International Journal of Hospitality Management, 29(4), 609–619. https://doi.org/10.1016/j.ijhm.2009.11.002
  • Yang, W. B., & Campos, M. R. A. (2020). FACTORS AFFECTING CUSTOMER SATISFACTION IN INTERNATIONAL HOTELS IN CHENZHOU CITY, CHINA. Sciences, 5(3), 925–939. https://pdfs.semanticscholar.org/db93/7dec699845335bbb36e91ee09cb7d1543011.pdf
  • Yong, J., Scott, A., Gravelle, H., Sivey, P., & McGrail, M. (2018). Do rural incentives payments affect entries and exits of general practitioners? Social Science & Medicine, 214(October 2018), 197–205. https://doi.org/10.1016/j.socscimed.2018.08.014
  • Yoon, M. H., & Suh, J. (2003). Organizational citizenship behaviors and service quality as external effectiveness of contact employees. Journal of Business Research, 56(8), 597–611. https://doi.org/10.1016/S0148-2963(01)00290-9
  • Yu, H., & Fang, W. (2009). Relative impacts from product quality, service quality, and experience quality on customer perceived value and intention to shop for the coffee shop market. Total Quality Management, 20(11), 1273–1285. https://doi.org/10.1080/14783360802351587
  • Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education.
  • Zhou, X., Ma, J., & Dong, X. (2018). Empowering supervision and service sabotage: A moderated mediation model based on conservation of resources theory. Tourism Management, 64(February 2018), 170–187. https://www.sciencedirect.com/science/article/pii/S0261517717301371?casa_token=8N0XjioE9DoAAAAA:aECMBlEp_JsTf9De8QsSYZSRxa6YcGYRrZk0bE09tfaUJtzB2AaW4UqJ4y0j4tO3vSJWIKZpLCA
  • Zopiatis, A., Constanti, P., & Theocharous, A. L. (2014). Job involvement, commitment, satisfaction, and turnover: Evidence from hotel employees in Cyprus. Tourism Management, 41(April 2014), 129–140. https://doi.org/10.1016/j.tourman.2013.09.013

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.