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.
Burns, Lois Warren D.M. and Roberts, Chris Ph.D.
"Customer Loyalty Directives And Employee Turnover Intention: A Qualitative Hospitality Industry Study,"
Perspectives in Asian Leisure and Tourism: Vol. 3, Article 6.
Available at: https://scholarworks.umass.edu/palat/vol3/iss1/6