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

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.