In service businesses, staff turnover is very usual. Nevertheless, a high turnover predicts low customer satisfaction, higher costs and knowledge dispersion. Conversely, the prevailing literature has shown that employee satisfaction leads to reduced turnover, and hence a higher quality of service. The results of our research indicate that commitment and job satisfaction underlie the intention to remain with the same company, while organizational identification has a significant effect on commitment. More importantly, one of the main causes behind a change in jobs is work-life balance. By pursuing a humanistic perspective, the present study hopes to highlight an often-overlooked antecedent of turnover: employees’ quality of life.

Giuseppe Cappiello, Gabriele Morandin, Manuela Presutti (2021). Service Delivery and Employee Turnover: The importance of Work-Life Balance. New York : Routledge [10.4324/9781003108993].

Service Delivery and Employee Turnover: The importance of Work-Life Balance

Giuseppe Cappiello
;
Gabriele Morandin;Manuela Presutti
2021

Abstract

In service businesses, staff turnover is very usual. Nevertheless, a high turnover predicts low customer satisfaction, higher costs and knowledge dispersion. Conversely, the prevailing literature has shown that employee satisfaction leads to reduced turnover, and hence a higher quality of service. The results of our research indicate that commitment and job satisfaction underlie the intention to remain with the same company, while organizational identification has a significant effect on commitment. More importantly, one of the main causes behind a change in jobs is work-life balance. By pursuing a humanistic perspective, the present study hopes to highlight an often-overlooked antecedent of turnover: employees’ quality of life.
2021
Humanistic Tourism. Values, Norms and Dignity
92
107
Giuseppe Cappiello, Gabriele Morandin, Manuela Presutti (2021). Service Delivery and Employee Turnover: The importance of Work-Life Balance. New York : Routledge [10.4324/9781003108993].
Giuseppe Cappiello; Gabriele Morandin; Manuela Presutti
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11585/788888
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