Article Green Open Access 2024

A Mixed-Methods Investigation of Work Identity in Waiting Staff, and Its Impact on Turnover Intention

JM
Jerez-Jerez, Maria Jesus
 FP
Foroudi, Pantea
 MT
Melewar, Tengku C.
Journal of Quality Assurance in Hospitality and Tourism
Journal · Vol. 25 · Issue 3 · pp. 570-595
Abstract

This study set out to explore the factors which influence work identity construction and turnover intention in waiters. A mixed-methods approach was used. We first conducted a qualitative study into waiters’ work identity, followed by a quantitative survey. Structural equation modeling (SEM) was used for analysis. Ability to act ‘authentically’ in the workplace, and relations with intra-group members, emerged as factors that influence work identity construction. An impact of work identity on turnover intention was confirmed. The findings have implications for strategies that could enhance work identity construction amongst waiters and tackle problematic levels of turnover in the industry. © 2022 Taylor & Francis Group, LLC.

Keywords

Author Keywords

authenticity interference intra-groups turnover intention Waiters work identity

Index Keywords

Author Affiliations
Middlesex University Business School, London, United Kingdom
Funding & Acknowledgements
No funding information
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