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Multilevel model of management support and casino employee turnover intention

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  • Li, Jun (Justin)
  • Kim, Woo Gon
  • Zhao, Xinyuan (Roy)

Abstract

This study proposed and tested a trickle-down model that manager support at the functional department level affect frontline employees' attitudes toward supervisor support at the operational level and subsequently influence leader-member exchange (LMX), organizational citizenship behavior (OCB), and turnover intentions. Three mediators were identified from the cross-level analysis, namely, supervisor support, group trust, and OCB. A survey collected valid responses from 336 line level casino employees who represent 112 work groups from 39 departments nested in 17 casinos. The hierarchical linear model (HLM) results indicate that (1) supervisor support mediates the relationship between departmental support and individual level LMX, (2) group trust mediates the relationship between supervisor support and hence employee turnover intention, and (3) OCB mediates the relationship between LMX and employee turnover. Our findings have important implications for casino management and operators by developing an efficient management support system to reduce the intention of frontline employees to quit.

Suggested Citation

  • Li, Jun (Justin) & Kim, Woo Gon & Zhao, Xinyuan (Roy), 2017. "Multilevel model of management support and casino employee turnover intention," Tourism Management, Elsevier, vol. 59(C), pages 193-204.
    • Handle: RePEc:eee:touman:v:59:y:2017:i:c:p:193-204
    DOI: 10.1016/j.tourman.2016.08.006
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    References listed on IDEAS

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    Cited by:

    1. Ladkin, Adele & Mooney, Shelagh & Solnet, David & Baum, Tom & Robinson, Richard & Yan, Hongmin, 2023. "A review of research into tourism work and employment: Launching the Annals of Tourism Research curated collection on tourism work and employment," Annals of Tourism Research, Elsevier, vol. 100(C).
    2. Oussama Saoula & Muhammad Fareed & Saiful Azizi Ismail & Nurul Sharniza Husin & Rawiyah Abd Hamid, 2019. "A Conceptualization of the Effect of Organisational Justice on Turnover Intention: The Mediating Role of Organisational Citizenship Behaviour," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 11(5), pages 327-337, August.
    3. Jinan Fattah & Mehmet Yesiltas & Tarik Atan, 2022. "The Impact of Knowledge Sharing and Participative Decision-Making on Employee Turnover Intention: The Mediating Role of Perceived Organizational Support," SAGE Open, , vol. 12(4), pages 21582440221, October.

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