Service climate: how does it affect turnover intention?

Purpose This study aims to develop a conceptual model of service climate in hospitality, which tests its relationship with psychological capital (PsyCap), quality of work life (QWL) and turnover intention. Design/methodology/approach Data were collected among hotel employees by using an intercept approach and Qualtrics online survey system. Structural equation modeling examined the hypothesized relationships among the constructs in the conceptual model. Findings Service climate showed a positive relationship with PsyCap and QWL, and PsyCap partially mediated this relationship. Employees’ level of PsyCap had a powerful impact on QWL. Specifically, employee QWL was a critical mediator (full mediation) between service climate and turnover intention. Finally, PsyCap and QWL showed combined mediating effects between service climate and turnover intention. Research limitations/implications This study extends the service climate literature in hospitality by offering a new conceptual model representing employees’ perceptions of service climate that influence their willingness to leave the organization with the mediating effects of PsyCap and QWL based on the theory of work adjustment. Practical implications The theory of work adjustment provides a deeper understanding of how employees’ perception of service climate affects their turnover intention in hospitality, based on a sample of hotel employees. Originality/value This study demonstrates the importance of service climate in understanding the turnover intention of hotel employees.