IDEAS home Printed from https://ideas.repec.org/a/wly/corsem/v30y2023i6p3006-3019.html
   My bibliography  Save this article

The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

Author

Listed:
  • Jung Woo Han
  • Seng Kiat Kok
  • Robert McClelland

Abstract

The current study aims to examine (1) the impact of green training on green experience, employee satisfaction, turnover intention, and customer satisfaction and (2) its implication on Green HRM effectiveness in the hospitality sector. A quantitative method was utilized to test a path model (PLS‐SEM). Two sets of questionnaires (for employee and customer sides) were developed for the hospitality sector to measure the causations between green training, employee turnover, and customer satisfaction. The findings suggest (1) green training creates green experience, (2) green experience influences both employee and customer satisfaction, (3) However, employee satisfaction did not affect turnover intention and customer satisfaction subsequently. The current study implies that investing in green training should be considered a tool of strategic hospitality management since the finding suggests that green training improves the overall performance of the hospitality sector with some limitations. Moreover, this paper reduced the literature gaps by constructing and empirically testing an integrated path model of green training on employee and customer experience, illustrating the impact of green training through the shared green experience forming the two stakeholders' experience and their interactions.

Suggested Citation

  • Jung Woo Han & Seng Kiat Kok & Robert McClelland, 2023. "The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(6), pages 3006-3019, November.
    • Handle: RePEc:wly:corsem:v:30:y:2023:i:6:p:3006-3019
    DOI: 10.1002/csr.2534
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/csr.2534
    Download Restriction: no
    File URL: https://libkey.io/10.1002/csr.2534?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Muzammel Shah, 2019. "Green human resource management: Development of a valid measurement scale," Business Strategy and the Environment, Wiley Blackwell, vol. 28(5), pages 771-785, July.
    2. Shoeb Ahmad, 2015. "Green Human Resource Management: Policies and practices," Cogent Business & Management, Taylor & Francis Journals, vol. 2(1), pages 1030817-103, December.
    3. Shen, Jie & Tang, Chunyong, 2018. "How does training improve customer service quality? The roles of transfer of training and job satisfaction," European Management Journal, Elsevier, vol. 36(6), pages 708-716.
    4. Shuang Ren & Guiyao Tang & Susan Jackson, 2018. "Green human resource management research in emergence: A review and future directions," Asia Pacific Journal of Management, Springer, vol. 35(3), pages 769-803, September.
    5. Yang, Ma Ga (Mark) & Hong, Paul & Modi, Sachin B., 2011. "Impact of lean manufacturing and environmental management on business performance: An empirical study of manufacturing firms," International Journal of Production Economics, Elsevier, vol. 129(2), pages 251-261, February.
    6. Heesup Han, 2020. "Theory of green purchase behavior (TGPB): A new theory for sustainable consumption of green hotel and green restaurant products," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2815-2828, September.
    7. Nhat Tan Pham & Charbel Jose Chiappetta Jabbour & Muhammad Usman & Moazzam Ali & Hoang-Long Phan, 2022. "How does training boost employees' intention to implement environmental activities? An empirical study in Vietnam," International Journal of Manpower, Emerald Group Publishing Limited, vol. 43(8), pages 1761-1782, March.
    8. Nabeel Younus Ansari & Muhammad Farrukh & Ali Raza, 2021. "Green human resource management and employees pro‐environmental behaviours: Examining the underlying mechanism," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(1), pages 229-238, January.
    9. Mark Anthony Camilleri, 2022. "Strategic attributions of corporate social responsibility and environmental management: The business case for doing well by doing good!," Sustainable Development, John Wiley & Sons, Ltd., vol. 30(3), pages 409-422, June.
    10. Cheng Ling Tan & Suhaiza Hanim Mohd. Zailani & Sieow Chin Tan & Mohd Rizaimy Shaharudin, 2016. "The impact of green supply chain management practices on firm competitiveness," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 11(4), pages 539-558.
    11. Chun-Chang Lee & Sheng-Hsiung Huang & Chen- Yi Zhao, 2012. "A Study on Factors Affecting Turnover Intention of Hotel Empolyees," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 2(7), pages 866-875, November.
    12. Chiara Mio & Antonio Costantini & Silvia Panfilo, 2022. "Performance measurement tools for sustainable business: A systematic literature review on the sustainability balanced scorecard use," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(2), pages 367-384, March.
    13. Eunhye (Olivia) Park & Bongsug (Kevin) Chae & Junehee Kwon & Woo-Hyuk Kim, 2020. "The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews," Sustainability, MDPI, vol. 12(7), pages 1-20, April.
    14. Chun-Chang Lee & Sheng-Hsiung Huang & Chen- Yi Zhao, 2012. "A Study on Factors Affecting Turnover Intention of Hotel Empolyees," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 2(7), pages 866-875.
    15. Robinson, Richard N.S. & Baum, Tom & Golubovskaya, Maria & Solnet, David J. & Callan, Victor, 2019. "Applying endosymbiosis theory: Tourism and its young workers," Annals of Tourism Research, Elsevier, vol. 78(C), pages 1-1.
    16. Cem Tanova & Steven W. Bayighomog, 2022. "Green human resource management in service industries: the construct, antecedents, consequences, and outlook," The Service Industries Journal, Taylor & Francis Journals, vol. 42(5-6), pages 412-452, April.
    17. Kisang Ryu & Hyun Jeong Kim & Hwangyu Lee & Bongheon Kwon, 2021. "Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants," Sustainability, MDPI, vol. 13(17), pages 1-13, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Anike Sult & Janice Wobst & Rainer Lueg, 2024. "The role of training in implementing corporate sustainability: A systematic literature review," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(1), pages 1-30, January.
    2. Priya Shah & Richa Singh Dubey & Shashikant Rai & Douglas W. S. Renwick & Saurabh Misra, 2024. "Green human resource management: A comprehensive investigation using bibliometric analysis," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(1), pages 31-53, January.
    3. Juhari Noor Faezah & Mohd Yusoff Yusliza & T. Ramayah & Charbel Jose Chiappetta Jabbour & Sebastian Kot, 2024. "Green human resource management and employee ecological behaviour: Testing green culture and green satisfaction as parallel mediators in Malaysian higher education," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(5), pages 4280-4297, September.
    4. Mohammed A. Abu Rumman & Enas Alqudah, 2024. "The Impact of Green HRM on Lean Soft Practices Implementation: A Mediating Role of Organizational Flexibility," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 25(4), pages 705-731, December.
    5. Fatimah Mahdy & Mohammad Alqahtani & Faiz Binzafrah, 2023. "Imperatives, Benefits, and Initiatives of Green Human Resource Management (GHRM): A Systematic Literature Review," Sustainability, MDPI, vol. 15(6), pages 1-31, March.
    6. Nart Sima & Bilgili Ahmet & Orgut Emine Demet, 2024. "The Effect of Green Human Resources Management Practices on Corporate Sustainability from the Perspective of Employees," Economics - The Open-Access, Open-Assessment Journal, De Gruyter, vol. 18(1), pages 1-14, January.
    7. Huirong Xie & Teck Chai Lau, 2023. "Evidence-Based Green Human Resource Management: A Systematic Literature Review," Sustainability, MDPI, vol. 15(14), pages 1-23, July.
    8. Alam Mohammad Ashraful & Xiongying Niu & Nafisa Rounok, 2021. "Effect of green human resource management (GHRM) overall on organization’s environmental performance: The mediating role of green employee empowerment," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(4), pages 99-116, June.
    9. Luca Marrucci & Tiberio Daddi & Fabio Iraldo, 2023. "Institutional and stakeholder pressures on organisational performance and green human resources management," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(1), pages 324-341, January.
    10. Katarzyna Piwowar‐Sulej, 2021. "Core functions of Sustainable Human Resource Management. A hybrid literature review with the use of H‐Classics methodology," Sustainable Development, John Wiley & Sons, Ltd., vol. 29(4), pages 671-693, July.
    11. Taiwen Feng & Hongyan Sheng, 2023. "Identifying the equifinal configurations of prompting green supply chain integration and subsequent performance outcome," Business Strategy and the Environment, Wiley Blackwell, vol. 32(8), pages 5234-5251, December.
    12. Jorge F. S. Gomes & Ana Sabino & Vanessa Antunes, 2023. "The Effect of Green Human Resources Management Practices on Employees’ Affective Commitment and Work Engagement: The Moderating Role of Employees’ Biospheric Value," Sustainability, MDPI, vol. 15(3), pages 1-18, January.
    13. Mercedes Úbeda‐García & Bartolome Marco‐Lajara & Patrocinio C. Zaragoza‐Sáez & Encarnación Manresa‐Marhuenda & Esther Poveda‐Pareja, 2022. "Green ambidexterity and environmental performance: The role of green human resources," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(1), pages 32-45, January.
    14. Mónica Santana & Rafael Morales-Sánchez & Susana Pasamar, 2020. "Mapping the Link between Corporate Social Responsibility (CSR) and Human Resource Management (HRM): How Is This Relationship Measured?," Sustainability, MDPI, vol. 12(4), pages 1-28, February.
    15. Galina S. Arzamasova & Irena A. Esaulova, 2021. "Analysis of the environmental employee engagement: A case of a Russian enterprise," Upravlenets, Ural State University of Economics, vol. 12(3), pages 56-66, July.
    16. Muhammad Zahid & José Moleiro Martins & Haseeb Ur Rahman & Mário Nuno Mata & Syed Asim Shah & Pedro Neves Mata, 2021. "The Interconnection between Decent Workplace and Firm Financial Performance through the Mediation of Environmental Sustainability: Lessons from an Emerging Economy," Sustainability, MDPI, vol. 13(8), pages 1-14, April.
    17. Mahmoud Alreahi & Zoltán Bujdosó & Moaaz Kabil & Ali Akaak & Kata Feketéné Benkó & Widhayani Puri Setioningtyas & Lóránt Dénes Dávid, 2022. "Green Human Resources Management in the Hotel Industry: A Systematic Review," Sustainability, MDPI, vol. 15(1), pages 1-25, December.
    18. Olawole Fawehinmi & M. Y. Yusliza & Wan Zulkifli Wan Kasim & Zaleha Mohamad & Muhammad Abi Sofian Abdul Halim, 2020. "Exploring the Interplay of Green Human Resource Management, Employee Green Behavior, and Personal Moral Norms," SAGE Open, , vol. 10(4), pages 21582440209, December.
    19. Junaid Aftab & Monica Veneziani, 2024. "How does green human resource management contribute to saving the environment? Evidence of emerging market manufacturing firms," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 529-545, February.
    20. Jing Yi Yong & Mohd‐Yusoff Yusliza & Thurasamy Ramayah & Charbel Jose Chiappetta Jabbour & Simone Sehnem & Venkatesh Mani, 2020. "Pathways towards sustainability in manufacturing organizations: Empirical evidence on the role of green human resource management," Business Strategy and the Environment, Wiley Blackwell, vol. 29(1), pages 212-228, January.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wly:corsem:v:30:y:2023:i:6:p:3006-3019. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: https://doi.org/10.1002/(ISSN)1535-3966 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.