Hotel Industry Case Study

797 Words4 Pages
Turnover in the service industry and particularly in the hotel industry is an important issue to successful staffing of positions in both the US and in Russia. Therefore, in this study we examined front line hotel employees’ intention to turnover both in hotel organizations and their intention to leave the service industry. We found that turnover and the traditional antecedent of turnover job satisfaction was a significant factor in both countries. Also, other variables suggested by the extant service literature, managerial support, co-worker support and burnout are significant antecedents to job satisfaction and ultimately intent to leave their employers. These finding support existing studies across multiple countries, except in Russia…show more content…
While the direct effects of these variables are often examined in the service literature, the indirect effects are not studied nearly as frequently. The complex relations suggested by the large number of indirect effects, contributes to our understanding of the reasons why the turnover problem in the hotel industry has remained unresolved for so long. We do not have simple solutions that are guided by a clear understanding of the complex relations between these variables. Changes made to improve the situation may result in unintended consequences, which interact in the model.
Given the growing importance of the service industry as a whole as well as the hotel industry specifically, this issue deserves further study to sort out this complexity. This is especially true in Russia given the large amount of projected growth in the industry. Not only must current employees remain with organizations to enable them to deal with the increased competition both for workers who will have increased job opportunities, as well as hotel guests will soon have more hotel
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Our findings also suggest that while the basic relations are similar (with the exception of burnout to intention to leave the industry in Russia) the strengths of these relations vary by country. Thus, any actions by management to reduce turnover by addressing the antecedents will have varying degrees of success. The variance explain in each country is different thus actions will not have equal effects. Management of the new Western owned hotels being built in Russia need to understand that management styles used in the US may have the same impact in Russia as they do in the US.
Limitations of the Study
This study suffers from many of the common criticisms of survey research. It represents a point in time in two countries thus; its generalizability may be limited. The data collection method of snowball may be subject to bias although we did not control in any way who received the survey and the invitations to participate were not biased in any way we can identify. The sample appears consistent in demographics with other similar studies and published industry data in both
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