Applying Career Concepts to Strengthen the Work-Attitudes of Service Professionals
Given the nature of employment relationships today, service organizations can strengthen the organization commitment levels and reduce the turnover intentions of its professionals through providing job features important to their careers. These features include opportunities to perform challenging work, experience trusting relationships with customers/clients, and obtain extrinsic rewards. Using a sample of alumni from a hospitality business program, hypotheses that these features impact organizational commitment and turnover intentions, partially through strengthening professionals' career commitment, are developed and tested. Findings suggest that challenging work opportunities impact these attitudes both directly and indirectly. So too trusting relationships with customers and clients indirectly impact organization commitment and intent to turnover (ITO). Results also suggest that, as a whole, satisfaction with extrinsic rewards has no effect. However, an analysis of multigroup mediation results revealed that for professionals working in professional service firms, satisfaction with pay reduces both attitudes. Implications for research in organization commitment and ITO, specifically the role and impact of career-based antecedents, are discussed.
organizational commitment; turnover intention; service professionals; career commitment
Required Publisher Statement: © Taylor & Francis. Final version published as: Walsh, K. (2016). Applying career concepts to strengthen the work-attitudes of service professionals. The Service Industries Journal, 36(1-2), 58-79. Reprinted with permission. All rights reserved.“This is an Accepted Manuscript of an article published by Taylor & Francis Group in The Service Industries Journal on 21/03/2016, available online: http://www.tandfonline.com/doi/10.1080/02642069.2016.1155115.”