Customer Loyalty Directives And Employee Turnover Intention: A Qualitative Hospitality Industry Study

Burns, Lois Warren; Roberts, Chris

Publication:
Customer Loyalty Directives And Employee Turnover Intention: A Qualitative Hospitality Industry Study

dc.contributor.author	Burns, Lois Warren
dc.contributor.author	Roberts, Chris
dc.contributor.department	Independent Researcher
dc.contributor.department	DePaul University
dc.date	2024-03-13T20:27:21.000
dc.date.accessioned	2024-04-26T19:55:44Z
dc.date.available	2018-05-09T00:00:00Z
dc.description.abstract	The problem of high employee turnover in the hospitality industry is a critical leadership challenge. The focus of this qualitative phenomenological study was the determination of the perceptions, reactions, and experiences leading to retention intentions of frontline hotel employees whose job responsibilities included compliance with customer loyalty directives. Analysis yielded the emergence of six relevant themes: training, directives, customer orientation, compliance failure consequences, customer complaint experiences, and customer loyalty experiences. The findings indicate that compliance with customer loyalty directives and hiring employees with high customer orientation did not result in increased turnover intention.
dc.identifier.doi	https://doi.org/10.7275/czm3-3m52
dc.identifier.uri	https://hdl.handle.net/20.500.14394/39412
dc.relation.url	https://scholarworks.umass.edu/cgi/viewcontent.cgi?article=1020&context=palat&unstamped=1
dc.source.status	published
dc.subject	Hospitality Lodging
dc.subject	customer loyalty
dc.subject	turnover intention
dc.subject	loyalty program directives
dc.title	Customer Loyalty Directives And Employee Turnover Intention: A Qualitative Hospitality Industry Study
dc.title.alternative	Customer Loyalty Directives And Employee Turnover Intention
dc.type	article
dc.type	article
digcom.contributor.author	isAuthorOfPublication\|email:loiswburns@gmail.com\|institution:Independent Researcher\|Burns, Lois Warren
digcom.contributor.author	isAuthorOfPublication\|email:crober31@depaul.edu\|institution:DePaul University\|Roberts, Chris
digcom.date.embargo	2018-05-09T00:00:00-07:00
digcom.identifier	palat/vol3/iss1/6
digcom.identifier.contextkey	12103153
digcom.identifier.submissionpath	palat/vol3/iss1/6
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