The Moderating Effect of Job Role and Mediating Effect of Burnout on the Influence of Perceived Job Risk on Hotel Workers’ Turnover Intention in Organizational Management in Thailand
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Published
Sep 3, 2024
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Abstract
Perceived job risk is a significant current issue and its consequences on hotel workers’ burnout and their intention to leave the jobs must be considered. Yet, there have been few studies intended to observe the influences of perceived risk in the context of management within the workplace. Thus, this research intends to fill this research gap in the academic knowledge and present useful discussions of the related implications based on the findings which will help hotel businesses and human resources develop more efficient risk management for hotel workers. To further understand employees’ turnover intention, especially that which arises from organizational management risk, this quantitative research aimed to examine the influence of perceived job risk on turnover intention, the moderating effect of job role, and the mediating effect of burnout. Multi-stage sampling was employed to collect data from 400 three- and four-star hotel workers using in-person questionnaires. Partial Least Squares Structural Modeling (PLS-SEM) was used to test the statistical models. The influence of perceived job risk arising from organizational management on hotel workers’ burnout and turnover intention was statistically examined. The findings revealed that workers’ burnout played a partial mediating role within the constructs. In addition, an employee’s job role had a moderating effect on the relationships between perceived job risk and the turnover intention in the hotel industry context. In terms of implications, our findings would suggest that hotel businesses and human resource management should develop more efficient risk management to reduce the level of risk arising from organizational management to prevent hotel workers’ burnout and turnover intention.
Keywords: Perceived Job Risk, Organizational Management, Burnout, Turnover Intention, Hotel Worker
References
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Ahmad, A., Barakbah, S. M. B. S. F., & Singh, B. R. S. N. (2021). Employee Stress and Turnover Intentions of Employees in Hotel Organizations. Webology, 18, 23-39. https://doi.org/10.14704/WEB/V18SI05/WEB18211
AlBattat, A. R. S., & Som, A. P. M. (2013). Employee Dissatisfaction and Turnover Crises in the Malaysian Hospitality Industry. International Journal of Business and Management, 8(5), 62-71. https://doi.org/10.5539/ijbm.v8n5p62
Baquero, A. (2023). Hotel Employees’ Burnout and Intention to Quit: The Role of Psychological Distress and Financial Well-being in a Moderation Mediation Model. Behavioral Sciences, 13(2), 84. https://doi.org/10.3390/bs13020084
Bnomics. (2022, September 30). Top 10 Provinces Where Tourism has Returned to Vibrancy. Blockdit. Retrieved from https://www.blockdit.com/posts/6336276387586dce85c9cca5
Chen, C.-C., Zou, S. S., & Chen, M.-H. (2022). The Fear of Being Infected and Fired: Examining the Dual Job Stressors of Hospitality Employees During COVID-19. International Journal of Hospitality Management, 102, 103131. https://doi.org/10.1016/j.ijhm.2021.103131
Chen, K.-Y., Chang, C.-W., & Wang, C.-H. (2019). Frontline Employees’ Passion and Emotional Exhaustion: The Mediating Role of Emotional Labor Strategies. International Journal of Hospitality Management, 76, 163-172. https://doi.org/10.1016/j.ijhm.2018.05.006
Chiang, C.-F., & Liu, B.-Z. (2017). Examining Job Stress and Burnout of Hotel Room Attendants: Internal Marketing and Organizational Commitment as Moderators. Journal of Human Resources in Hospitality & Tourism, 16(4), 367-383. https://doi.org/10.1080/15332845.2017.1266869
Cochran, W. G. (1953). Matching in Analytical Studies. American Journal of Public Health, 43(6_Pt_1), 684-691. https://doi.org/10.2105/ajph.43.6_pt_1.684
Cohen, J. E. (1988). Statistical Power Analysis for the Behavioral Sciences (2nd ed.). Hillsdale, NJ: Lawrence Erlbaum Associates.
Eason, D., & Weerakit, N. (2023). Effects of Work-family Conflict and Work-family Facilitation on Employee Burnout During COVID-19 in the Thai Hotel Industry. The Journal of Behavioral Science, 18(1), 32-48. Retrieved from https://so06.tci-thaijo.org/index.php/IJBS/article/view/256823
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/
002224378101800104
Hair, J. F., Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis: A Global Perspective (7th ed.). Upper Saddle River, NJ: Pearson.
Hair, J. F., Jr., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). California, CA: Sage Publications.
Hair, J. F., Jr., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: Updated Guidelines on which Method to Use. International Journal of Multivariate Data Analysis, 1(2), 107-123. https://doi.org/10.1504/IJMDA.2017.087624
Hair, J. F., Jr., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1-2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A New Criterion for Assessing Discriminant Validity in Variance-based Structural Equation Modeling. Journal of the Academy of Marketing Science, 43, 115-135. https://doi.org/10.1007/s11747-014-0403-8
Homans, G. C. (1958). Social Behavior as Exchange. American Journal of Sociology, 63(6), 597-606. https://doi.org/10.1086/222355
Jung, H.-S., Jung, Y.-S., & Yoon, H.-H. (2023). The Effects of Workaholism on Employee Burnout and Turnover Intent at Deluxe Hotels During the COVID-19 Pandemic: Evidence Across Generations. Sustainability, 15(6), 5227. https://doi.org/10.3390/su15065227
Jung, H. S., Yoon, H. H., & Kim, Y. J. (2012). Effects of Culinary Employees’ Role Stress on Burnout and Turnover Intention in Hotel Industry: Moderating Effects on Employees’ Tenure. The Service Industries Journal, 32(13), 2145-2165. https://doi.org/10.1080/02642069.2011.574277
Koo, B., Yu, J., Chua, B.-L., Lee, S., & Han, H. (2020). Relationships Among Emotional and Material Rewards, Job Satisfaction, Burnout, Affective Commitment, Job Performance, and Turnover Intention in the Hotel Industry. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 371-401. https://doi.org/10.1080/1528008X.2019.1663572
Lee, K.-S., Kim, Y.-S., & Shin, H.-C. (2023). Effect of Hotel Employees’ Organizational Politics Perception on Organizational Silence, Organizational Cynicism, and Innovation Resistance. Sustainability, 15(5), 4651. https://doi.org/10.3390/su15054651
Mensah, C., Baah, N. G., Nutsugbodo, R. Y., & Ankor, A. (2023). Work Leisure Conflict, Job Stress, Life Satisfaction and Turnover Intention of Hotel Workers in Accra, Ghana. Journal of Human Resources in Hospitality & Tourism, 22(3), 396-416. https://doi.org/10.1080/15332845.2023.2180728
Naru, A. S., & Rehman, A. (2020). Impact of Job Insecurity and Work Overload on Employee Performance with the Mediating Role of Employee Stress: A Case of Pakistan’s Fast-food Industry. International Journal of Human Resource Studies, 10(1), 304-331. https://doi.org/10.5296/ijhrs.v10i1.15741
Nguyen, C. N., Hoang, G., & Luu, T. T. (2023). Frontline Employees’ Turnover Intentions in Tourism and Hospitality Sectors: A Systematic Literature Review and Research Agenda. Tourism Management Perspectives, 49, 101197. https://doi.org/10.1016/j.tmp.2023.101197
Nunnally, J. C. (1975). Psychometric Theory—25 Years Ago and Now. Educational Researcher, 4(10), 7-21. https://doi.org/10.3102/0013189X004010007
Othman, A. K., & Syed Muhsin, S. F. H. (2020). The Influence of Emotional Intelligence on Job Performance of Frontline Service Employees: The Moderating Role of Service Types. Advances in Business Research International Journal, 6(1), 70-87. https://doi.org/10.24191/abrij.v6i1.9943
Pantumit, P. (2022, December 22). Statistics and Causes of Employee Turnover Rate in this Era that You Need to Know! CONSYNC. Retrieved from https://www.consyncgroup.com/hr_content/employee-turnover-statistic/
Petter, S., Straub, D., & Rai, A. (2007). Specifying Formative Constructs in Information Systems Research. MIS Quarterly, 31(4), 623-656. https://doi.org/10.2307/25148814
Rahim, A., & Cosby, D. M. (2016). A Model of Workplace Incivility, Job Burnout, Turnover Intentions, and Job Performance. Journal of Management Development, 35(10), 1255-1265. https://doi.org/10.1108/JMD-09-2015-0138
Raza, B., St-Onge, S., & Ali, M. (2021). Consumer Aggression and Frontline Employees’ Turnover Intention: The Role of Job Anxiety, Organizational Support, and Obligation Feeling. International Journal of Hospitality Management, 97, 103015. https://doi.org/10.1016/j.ijhm.2021.103015
Reinartz, W., Haenlein, M., & Henseler, J. (2009). An Empirical Comparison of the Efficacy of Covariance-Based and Variance-Based SEM. International Journal of Research in Marketing, 26(4), 332-344. https://doi.org/10.1016/j.ijresmar.2009.08.001
Reisinger, Y., & Mavondo, F. (2005). Travel Anxiety and Intentions to Travel Internationally: Implications of Travel Risk Perception. Journal of Travel Research, 43(3), 212-225. https://doi.org/10.1177/
0047287504272017
Salama, W., Abdou, A. H., Mohamed, S. A. K., & Shehata, H. S. (2022). Impact of Work Stress and Job Burnout on Turnover Intentions Among Hotel Employees. International Journal of Environmental Research and Public Health, 19(15), 9724. https://doi.org/10.3390/ijerph19159724
Suleiman, A. M., & Svendsen, K. V. H. (2017). Presentation of an Approach for Risk Characterization of Exposure to Chemicals in Cleaning Work. Safety Science, 91, 148-153. https://doi.org/10.1016/j.ssci.2016.08.011
Sun, N., & Wang, Q. (2024). Individual and Organizational Effects on the Success of Hospitality I-Deal Negotiation in China. Journal of China Tourism Research, 20, 1-15. https://doi.org/10.1080/19388160.2023.2297951
Suthatorn, P., & Charoensukmongkol, P. (2023). How Work Passion and Job Tenure Mitigate the Effect of Perceived Organizational Support on Organizational Identification of Flight Attendants During the COVID-19 Pandemic. Asia Pacific Management Review, 28(3), 347-357. https://doi.org/10.1016/j.apmrv.2022.12.003
Thaothampitak, W., & Wongsuwatt, S. (2019). Perceived Risk and Firm Performance for Chain Hotels in Thailand: Moderating Roles of Work Roles. Journal of Community Development Research (Humanities and Social Sciences), 12(4), 25-36. https://doi.org/10.14456/jcdr-hs.2019.33
Thotongkam, W., Champahom, T., Nilplub, C., Wimuttisuksuntorn, W., Jomnonkwao, S., & Ratanavaraha, V. (2023). Influencing Travelers’ Behavior in Thailand Comparing Situations of During and Post COVID-19. Sustainability, 15(15), 11772. https://doi.org/10.3390/su151511772
Varghese, S., & Kumar, D. J. (2019). Work Engagment and Burnout: A Study on Tunover Intention Among Educators. Journal of Xi’an University of Architecture & Technology, 4, 1058–1093.
Wen, B., Zhou, X., Hu, Y., & Zhang, X. (2020). Role Stress and Turnover Intention of Front-line Hotel Employees: The Roles of Burnout and Service Climate. Frontiers in Psychology, 11, 36. https://doi.org/10.3389/fpsyg.2020.00036
Xie, C., Zhang, J., Chen, Y., Morrison, A. M., & Lin, Z. (2020). Measuring Hotel Employee Perceived Job Risk: Dimensions and Scale Development. International Journal of Contemporary Hospitality Management, 32(2), 730-748. https://doi.org/10.1108/IJCHM-01-2019-0022
Yildiz, B., Yildiz, H., & Ayaz Arda, O. (2021). Relationship between Work–family Conflict and Turnover Intention in Nurses: A Meta-analytic Review. Journal of Advanced Nursing, 77(8), 3317-3330. https://doi.org/10.1111/jan.14846
Ahmad, A., Barakbah, S. M. B. S. F., & Singh, B. R. S. N. (2021). Employee Stress and Turnover Intentions of Employees in Hotel Organizations. Webology, 18, 23-39. https://doi.org/10.14704/WEB/V18SI05/WEB18211
AlBattat, A. R. S., & Som, A. P. M. (2013). Employee Dissatisfaction and Turnover Crises in the Malaysian Hospitality Industry. International Journal of Business and Management, 8(5), 62-71. https://doi.org/10.5539/ijbm.v8n5p62
Baquero, A. (2023). Hotel Employees’ Burnout and Intention to Quit: The Role of Psychological Distress and Financial Well-being in a Moderation Mediation Model. Behavioral Sciences, 13(2), 84. https://doi.org/10.3390/bs13020084
Bnomics. (2022, September 30). Top 10 Provinces Where Tourism has Returned to Vibrancy. Blockdit. Retrieved from https://www.blockdit.com/posts/6336276387586dce85c9cca5
Chen, C.-C., Zou, S. S., & Chen, M.-H. (2022). The Fear of Being Infected and Fired: Examining the Dual Job Stressors of Hospitality Employees During COVID-19. International Journal of Hospitality Management, 102, 103131. https://doi.org/10.1016/j.ijhm.2021.103131
Chen, K.-Y., Chang, C.-W., & Wang, C.-H. (2019). Frontline Employees’ Passion and Emotional Exhaustion: The Mediating Role of Emotional Labor Strategies. International Journal of Hospitality Management, 76, 163-172. https://doi.org/10.1016/j.ijhm.2018.05.006
Chiang, C.-F., & Liu, B.-Z. (2017). Examining Job Stress and Burnout of Hotel Room Attendants: Internal Marketing and Organizational Commitment as Moderators. Journal of Human Resources in Hospitality & Tourism, 16(4), 367-383. https://doi.org/10.1080/15332845.2017.1266869
Cochran, W. G. (1953). Matching in Analytical Studies. American Journal of Public Health, 43(6_Pt_1), 684-691. https://doi.org/10.2105/ajph.43.6_pt_1.684
Cohen, J. E. (1988). Statistical Power Analysis for the Behavioral Sciences (2nd ed.). Hillsdale, NJ: Lawrence Erlbaum Associates.
Eason, D., & Weerakit, N. (2023). Effects of Work-family Conflict and Work-family Facilitation on Employee Burnout During COVID-19 in the Thai Hotel Industry. The Journal of Behavioral Science, 18(1), 32-48. Retrieved from https://so06.tci-thaijo.org/index.php/IJBS/article/view/256823
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/
002224378101800104
Hair, J. F., Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis: A Global Perspective (7th ed.). Upper Saddle River, NJ: Pearson.
Hair, J. F., Jr., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). California, CA: Sage Publications.
Hair, J. F., Jr., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: Updated Guidelines on which Method to Use. International Journal of Multivariate Data Analysis, 1(2), 107-123. https://doi.org/10.1504/IJMDA.2017.087624
Hair, J. F., Jr., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1-2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A New Criterion for Assessing Discriminant Validity in Variance-based Structural Equation Modeling. Journal of the Academy of Marketing Science, 43, 115-135. https://doi.org/10.1007/s11747-014-0403-8
Homans, G. C. (1958). Social Behavior as Exchange. American Journal of Sociology, 63(6), 597-606. https://doi.org/10.1086/222355
Jung, H.-S., Jung, Y.-S., & Yoon, H.-H. (2023). The Effects of Workaholism on Employee Burnout and Turnover Intent at Deluxe Hotels During the COVID-19 Pandemic: Evidence Across Generations. Sustainability, 15(6), 5227. https://doi.org/10.3390/su15065227
Jung, H. S., Yoon, H. H., & Kim, Y. J. (2012). Effects of Culinary Employees’ Role Stress on Burnout and Turnover Intention in Hotel Industry: Moderating Effects on Employees’ Tenure. The Service Industries Journal, 32(13), 2145-2165. https://doi.org/10.1080/02642069.2011.574277
Koo, B., Yu, J., Chua, B.-L., Lee, S., & Han, H. (2020). Relationships Among Emotional and Material Rewards, Job Satisfaction, Burnout, Affective Commitment, Job Performance, and Turnover Intention in the Hotel Industry. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 371-401. https://doi.org/10.1080/1528008X.2019.1663572
Lee, K.-S., Kim, Y.-S., & Shin, H.-C. (2023). Effect of Hotel Employees’ Organizational Politics Perception on Organizational Silence, Organizational Cynicism, and Innovation Resistance. Sustainability, 15(5), 4651. https://doi.org/10.3390/su15054651
Mensah, C., Baah, N. G., Nutsugbodo, R. Y., & Ankor, A. (2023). Work Leisure Conflict, Job Stress, Life Satisfaction and Turnover Intention of Hotel Workers in Accra, Ghana. Journal of Human Resources in Hospitality & Tourism, 22(3), 396-416. https://doi.org/10.1080/15332845.2023.2180728
Naru, A. S., & Rehman, A. (2020). Impact of Job Insecurity and Work Overload on Employee Performance with the Mediating Role of Employee Stress: A Case of Pakistan’s Fast-food Industry. International Journal of Human Resource Studies, 10(1), 304-331. https://doi.org/10.5296/ijhrs.v10i1.15741
Nguyen, C. N., Hoang, G., & Luu, T. T. (2023). Frontline Employees’ Turnover Intentions in Tourism and Hospitality Sectors: A Systematic Literature Review and Research Agenda. Tourism Management Perspectives, 49, 101197. https://doi.org/10.1016/j.tmp.2023.101197
Nunnally, J. C. (1975). Psychometric Theory—25 Years Ago and Now. Educational Researcher, 4(10), 7-21. https://doi.org/10.3102/0013189X004010007
Othman, A. K., & Syed Muhsin, S. F. H. (2020). The Influence of Emotional Intelligence on Job Performance of Frontline Service Employees: The Moderating Role of Service Types. Advances in Business Research International Journal, 6(1), 70-87. https://doi.org/10.24191/abrij.v6i1.9943
Pantumit, P. (2022, December 22). Statistics and Causes of Employee Turnover Rate in this Era that You Need to Know! CONSYNC. Retrieved from https://www.consyncgroup.com/hr_content/employee-turnover-statistic/
Petter, S., Straub, D., & Rai, A. (2007). Specifying Formative Constructs in Information Systems Research. MIS Quarterly, 31(4), 623-656. https://doi.org/10.2307/25148814
Rahim, A., & Cosby, D. M. (2016). A Model of Workplace Incivility, Job Burnout, Turnover Intentions, and Job Performance. Journal of Management Development, 35(10), 1255-1265. https://doi.org/10.1108/JMD-09-2015-0138
Raza, B., St-Onge, S., & Ali, M. (2021). Consumer Aggression and Frontline Employees’ Turnover Intention: The Role of Job Anxiety, Organizational Support, and Obligation Feeling. International Journal of Hospitality Management, 97, 103015. https://doi.org/10.1016/j.ijhm.2021.103015
Reinartz, W., Haenlein, M., & Henseler, J. (2009). An Empirical Comparison of the Efficacy of Covariance-Based and Variance-Based SEM. International Journal of Research in Marketing, 26(4), 332-344. https://doi.org/10.1016/j.ijresmar.2009.08.001
Reisinger, Y., & Mavondo, F. (2005). Travel Anxiety and Intentions to Travel Internationally: Implications of Travel Risk Perception. Journal of Travel Research, 43(3), 212-225. https://doi.org/10.1177/
0047287504272017
Salama, W., Abdou, A. H., Mohamed, S. A. K., & Shehata, H. S. (2022). Impact of Work Stress and Job Burnout on Turnover Intentions Among Hotel Employees. International Journal of Environmental Research and Public Health, 19(15), 9724. https://doi.org/10.3390/ijerph19159724
Suleiman, A. M., & Svendsen, K. V. H. (2017). Presentation of an Approach for Risk Characterization of Exposure to Chemicals in Cleaning Work. Safety Science, 91, 148-153. https://doi.org/10.1016/j.ssci.2016.08.011
Sun, N., & Wang, Q. (2024). Individual and Organizational Effects on the Success of Hospitality I-Deal Negotiation in China. Journal of China Tourism Research, 20, 1-15. https://doi.org/10.1080/19388160.2023.2297951
Suthatorn, P., & Charoensukmongkol, P. (2023). How Work Passion and Job Tenure Mitigate the Effect of Perceived Organizational Support on Organizational Identification of Flight Attendants During the COVID-19 Pandemic. Asia Pacific Management Review, 28(3), 347-357. https://doi.org/10.1016/j.apmrv.2022.12.003
Thaothampitak, W., & Wongsuwatt, S. (2019). Perceived Risk and Firm Performance for Chain Hotels in Thailand: Moderating Roles of Work Roles. Journal of Community Development Research (Humanities and Social Sciences), 12(4), 25-36. https://doi.org/10.14456/jcdr-hs.2019.33
Thotongkam, W., Champahom, T., Nilplub, C., Wimuttisuksuntorn, W., Jomnonkwao, S., & Ratanavaraha, V. (2023). Influencing Travelers’ Behavior in Thailand Comparing Situations of During and Post COVID-19. Sustainability, 15(15), 11772. https://doi.org/10.3390/su151511772
Varghese, S., & Kumar, D. J. (2019). Work Engagment and Burnout: A Study on Tunover Intention Among Educators. Journal of Xi’an University of Architecture & Technology, 4, 1058–1093.
Wen, B., Zhou, X., Hu, Y., & Zhang, X. (2020). Role Stress and Turnover Intention of Front-line Hotel Employees: The Roles of Burnout and Service Climate. Frontiers in Psychology, 11, 36. https://doi.org/10.3389/fpsyg.2020.00036
Xie, C., Zhang, J., Chen, Y., Morrison, A. M., & Lin, Z. (2020). Measuring Hotel Employee Perceived Job Risk: Dimensions and Scale Development. International Journal of Contemporary Hospitality Management, 32(2), 730-748. https://doi.org/10.1108/IJCHM-01-2019-0022
Yildiz, B., Yildiz, H., & Ayaz Arda, O. (2021). Relationship between Work–family Conflict and Turnover Intention in Nurses: A Meta-analytic Review. Journal of Advanced Nursing, 77(8), 3317-3330. https://doi.org/10.1111/jan.14846
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Research Articles
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How to Cite
WONGSUWATT, Sippavit; THAOTHAMPITAK, Wipada.
The Moderating Effect of Job Role and Mediating Effect of Burnout on the Influence of Perceived Job Risk on Hotel Workers’ Turnover Intention in Organizational Management in Thailand.
Journal of Community Development Research (Humanities and Social Sciences), [S.l.], v. 17, n. 3, p. 69-86, sep. 2024.
ISSN 2985-0231.
Available at: <https://www.journal.nu.ac.th/JCDR/article/view/Vol-17-No-3-2024-69-86>. Date accessed: 21 may 2025.
doi: https://doi.org/10.14456/jcdr-hs.2024.22.