Work-From-Home in Thai Hospitality: Exploring Moderated Mediation of Service Passion, Burnout, and Employee Retention
Keywords:
Work-From-Home Interference, Turnover Intention, A Moderated Mediation Model, PassionAbstract
This study investigated the impact of the COVID-19 pandemic on Bangkok's hotel industry, focusing on employee burnout and turnover intention. The objectives included exploring burnout's mediation between work interference and turnover intention and examining how passion for service moderates the burnout-turnover relationship. The research methodology involved selecting a representative sample of Bangkok hotels based on employee numbers. Data collection employed stratified random sampling to ensure diverse representation across hotel sizes and types, with a sample size of 474 employees. The findings reveal that burnout significantly mediates the relationship between work interference and turnover intention. Additionally, passion for service moderates the burnout-turnover relationship, indicating that employees with a higher passion for service experience reduced turnover intention despite burnout. The study highlights the complexity of burnout and the importance of individual and contextual factors in employee retention. According to the findings, the study recommends implementing targeted interventions to enhance employee well-being and retention, such as providing mental health support, promoting work-life balance, and fostering a supportive work environment. These interventions can help mitigate the adverse effects of burnout and reduce turnover intention in Bangkok's hotel industry in the post-pandemic period.
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