Workplace Conflict, Turnover, and Quality of Services. Case Study in Greek Seasonal Hotels

Citation

Belias D, Rossidis I, Sotiriou A & Malik S (2022) Workplace Conflict, Turnover, and Quality of Services. Case Study in Greek Seasonal Hotels. Journal of Quality Assurance in Hospitality and Tourism. https://doi.org/10.1080/1528008x.2022.2065655

Abstract
Seasonality and its impact on staff turnover and conflict within the workplace is one of the most crucial issue that seasonal hotels are called to deal with. The purpose of this study is to examine the effect that workplace conflict and turnovers have on service quality of seasonal hotels in Greece. The outcome of the research indicated that hotel management’s policy in resolving conflicts affects mainly job turnover rather than the frequency of conflicts. In fact, it was found that cooperation strategies are likely to reduce employee turnover through the resolution of conflicts, while enforcement/competition or avoidance strategies enhances the possibility of employee turnover. Finally, it was found that service quality was not related to either the intention to leave or the manifestation of conflicts.

Keywords
Turnover; conflict management; service quality; seasonal hotels; Greece

Notes
Output Status: Forthcoming/Available Online

Journal
Journal of Quality Assurance in Hospitality and Tourism