This study finds to examine the cause and effect relation between role conflict and intention to turnover. The purpose of this paper is to determine the a) relationship effect of role conflict on the intention to quit among the front line service employees. b) to investigate the role of the supportive supervisor in the relationship between role conflict and intention among employees of different departments. This study explains that intention to quit and role conflict is the major cause that now a day’s service industry experiencing.
This study will be conducted at three, four and five stars hotels and motels employees of Lahore.pakistan. A total of 170 employees will be the respondent of this study. The researcher wants to see the mediating effect of work exhaustion on turnover intention and also examine the moderating impact of supervisor support. Key words; Role conflict, Supervisor support, work exhaustion and intention to quit 1.
Introduction: Globalization and competitive business-oriented environment have encouraged hotel industry to be proactive in Human resource implication for delivering exceptional quality services in order to retain a pool of loyal customers for their survival and success (Kaufman, T. J., & Ricci, P. (2014); Karatepe et al.,2006).
However, cut-throat competition level put hotel organizations under pressure to give employees priority to gain and sustain competitive advantage(Ali H.Halawai,2014).According to expectancy confirmation theory’’Employee joined the organization with some expectation and values and if these expectations are congruent then he/she will remain to stay in the organization (Vroom, V. H. (1964).According to Lane and Crane,(2002), intention to leave is not confined to one profession and organization but it is a worldwide problem. for example sales person looking for an accounting job and vice versa.
Turnover intention can cause a negative impact on the microeconomic system of the country and as well as globally (Vasquez,2014). Employee retention in hotel industry needs attention because it provokes uncertainty and instability in organizations (Vasquez, 2014).Talent retention is beneficial not only in monetary term but it inhibits unreasonable expenditure because of lost of valuable corporate productivity during training sessions and also enhance job satisfaction and stability (Vasquez, 2014).
Hospital organizations success will be heavenly relying on the duration of employees ‘retention and the longer employee stay the more loyal to the organization(Vasquez,2014). Doerry and Shaw (1997), found the highest turnover rate in the hotels among the mid and low-level staff in the front line service staff.
Yet despite intention of hotel management, well documented evidence demonstrate that job related stimulating variables (e.g. role conflict, role ambiguity, human resources practices, role stress, job task, working conditions) stems from various problems such as, inadequate training, irregular working schedules,demoralization among peers, workload which brew turnover intention( Soltani, 2013; Halawai et al.,2014;Luria; Gil Yagil; Dana Gal, Iddo,2014; Parnell & Crandall, 2003;Karatepe and Sokmen, 2006).
Front line staff (e.g; hotels, restaurants, and stores) experiences role stress( e.g, role conflict and role ambiguity) and emotion exhaustion because of long hours, asymmetrical work schedules(Huang, M.-H., & Cheng, Z.-H.(2012); Karatepe, O. M., & Karatepe, T. (2009).Role conflict which occurs front line service employees need to play multiple social roles to meet up the demands and need from customers, peers and multiple masters(Elizabeth M.Inesonb &Derek Wilkie, 2001). for instance, one supervisor demand to improve customer service quality and others ask to increase production.
To advance the research on the relationship between role conflict and intention to quit, this research focuses on emotional exhaustion as a mediator that could explain why the worker who experiences role conflict leads to intention to turnover. Empirical studies (e.g.; Jackson & Maslach, 1982; Saks et al., (2006); Durocher J, et al. (2018), shows that emotional exhaustion; state in which ‘‘employees completely worn out and drained from the accumulated work stress either from personal or work life’’; is the major antecedent and cause of turnover intention which in result cause front line service front line service employees emotionally drained.
Thusly, front line service employees occupied in role ambiguity and job stress, a job in clarity (Karatepe, O. M., & Karatepe, T. (2009); Loqurico & More, 2000; Mitchell & Dixon 1994). Next, this study also demonstrates the role conflict and turnover intention relationship by examining the contextual conditions that may intensify the relationship. Prior organization studies have shown keen interest that how supervisor support effect on emotional exhaustion(Osman M. Karatepe & Hasan. Kilic (2015); Bennet, & Lidon, 1996).
According to Brown, L.W, Quick, JC,(2013), manager support act as a rescue to cope with the loss of confidence and can also reduce workplace incivility, cynicism, and apathy. Moreover, the supportive manager could manage employees to prioritize their manageable work and rebuild energy.
The researcher predicts that all frontline staff reacts similarly to the role conflict which is the cause of emotional exhaustion .however, supportive leadership is the contextual condition that effects the emotional exhaustion. Although, it is clear from the previous researches that intention to quit is the antecedent of role ambiguity & role conflict (Singh, 2017; Sager, Mitchell & Dixon 1994, Pariya & Sundhan, 2017, Tatman, 2013).
However, it is essential to address the mechanism that mitigates the side effects of the stress-strain relationship. (Hobfoll; Lazarus,1991). Researcher examines the direct as well mediating –moderation effect of emotional exhaustion and supervisor support on to the relationship between role conflict and intention to quit.
Emotional exhaustion and supervisor support are the coping resources (Hobfoll, 1989) that can deter the intention to quit and as well as act as a mediate-moderator relationship between role conflict and intention to quit. This study will contribute to the literature in several ways. Despite the extensive research on intention to quit (Abuja, 2006; Griffith, 1994; Loqurico & Moore,2000).
However, Firstly, few of them will contribute to add the emotional exhaustion as a mediator and supervisor support as moderator. Secondly, this research will examine the intention to quit as a consequence of emotional exhaustion and role conflict. To sum up, the purpose of this study to test a theoretical model that presents the impact of role conflict on intention to turnover via emotion exhaustion as strengthening the relation when supervisor support is lower in an organizational setting.