A study on the relationship between Customer Misbehavior and Turnover Intention of Hospitality employees- the self-efficacy as moderator variable

DOI

10.2991/ichssr-19.2019.117How to use a DOI?

Keywords

Customer Misbehavior, Turnover Intention, self-efficacy, the Hospitality employees

Abstract

While customer misbehavior, turnover intention and self-efficacy have been extensively investigated, the relationship between the above three research fields is relatively unexplored. This paper studies the three constructs relationship and moderating of self-efficacy situation. Using the hospitality industry employees as an example, this paper will argue that the regression analysis can provide a framework for customer misbehaviors have a positive impact on turnover intention, as well as giving self-efficacy has an impact on turnover intention, and a method of analyzing self-efficacy has an impact on customer misbehaviors, and find self-efficacy has a moderating effect on customer misbehaviors and turnover intention. The results indicate that not all hypotheses are set up. These findings contribute to the organizational management and theoretical construction of the hospitality industry.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Chia-Wei Chao
PY  - 2019/05
DA  - 2019/05
TI  - A study on the relationship between Customer Misbehavior and Turnover Intention of Hospitality employees- the self-efficacy as moderator variable
BT  - Proceedings of the 2019 5th International Conference on Humanities and Social Science Research (ICHSSR 2019)
PB  - Atlantis Press
SP  - 596
EP  - 599
SN  - 2352-5398
UR  - https://doi.org/10.2991/ichssr-19.2019.117
DO  - 10.2991/ichssr-19.2019.117
ID  - Chao2019/05
ER  -