UM  > 工商管理學院  > 綜合度假村及旅遊管理學系
Moderating effects of social support on job stress and turnover intentions
Fong,Lawrence Hoc Nang; Chui,Peter Man Wai; Cheong,Iris Sok Cheng; Fong,Davis Ka Chio
2018-10-03
Source PublicationJournal of Hospitality Marketing and Management
ISSN19368631 19368623
Volume27Issue:7Pages:795-810
Abstract

The vast majority of gaming revenues contributed by premium players leads casinos to build and maintain good relationships with these players with the help of casino hosts. This practice often nurtures the players’ loyalty toward the hosts, rather than the casinos. Hence, minimizing the hosts’ turnover intention (TI) is vital. Job stress (JS) is a major reason for employees to quit a job. This study contributes to the literature by (1) introducing perceived customer relationship (PCR) as a stressor and (2) examining the moderating roles of social support from supervisors (SSS) and co-workers (SSC) in the mediation process of PCR–JS–TI. Drawing upon survey results from 200 hosts in Macao, our findings show that PCR is positively associated with TI through JS. Additionally, SSC but not SSS weakens the PCR–JS–TI process, specifically the JS–TI connection. Meaningful implications are provided to minimize the host turnover that is caused by job stress.

KeywordCasino Gaming Moderated Mediation Social Support Stress Turnover
DOI10.1080/19368623.2018.1446862
URLView the original
Indexed BySSCI ; SSCI
Language英语
WOS Research AreaBusiness & Economics ; Social Sciences - Other Topics
WOS SubjectBusiness ; Hospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000441657300003
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Citation statistics
Cited Times [WOS]:3   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionDEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
DEPARTMENT OF FINANCE AND BUSINESS ECONOMICS
Corresponding AuthorFong,Lawrence Hoc Nang
AffiliationFaculty of Business Administration,University of Macau,,Taipa,Macao
First Author AffilicationFaculty of Business Administration
Corresponding Author AffilicationFaculty of Business Administration
Recommended Citation
GB/T 7714
Fong,Lawrence Hoc Nang,Chui,Peter Man Wai,Cheong,Iris Sok Cheng,et al. Moderating effects of social support on job stress and turnover intentions[J]. Journal of Hospitality Marketing and Management,2018,27(7):795-810.
APA Fong,Lawrence Hoc Nang,Chui,Peter Man Wai,Cheong,Iris Sok Cheng,&Fong,Davis Ka Chio.(2018).Moderating effects of social support on job stress and turnover intentions.Journal of Hospitality Marketing and Management,27(7),795-810.
MLA Fong,Lawrence Hoc Nang,et al."Moderating effects of social support on job stress and turnover intentions".Journal of Hospitality Marketing and Management 27.7(2018):795-810.
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