Identifying stabilizing and destabilizing factors of job change: a qualitative study of employee retention in the Hong Kong travel agency industry

Choy, Monica W.C.; Kamoche, Ken

Abstract

This study aims to investigate and compare the congruent and incongruent perceptions of managers and frontline employees toward employee retention in Hong Kong travel agencies. An integrated model was developed using data from 32 interviews with 16 manager–employee dyads. Findings categorized stabilizing and destabilizing factors of job change into four themes: job nature, industry factors, organizational factors, and personal factors. Key factors influencing employee turnover include high customer contact, anti-social working hours, working environment, office location, supervisor and co-worker relations, remuneration, and career prospect. We conclude by reviewing the theoretical and practical implications for travel trade industry management with regard to formulating staff retention policies and closing the perceptual gaps to reduce frontline staff turnover intention.

Citation

Choy, M. W., & Kamoche, K. (2021). Identifying stabilizing and destabilizing factors of job change: a qualitative study of employee retention in the Hong Kong travel agency industry. Current Issues in Tourism, 24(10), 1375-1388. https://doi.org/10.1080/13683500.2020.1792853

• Journal Article Type: Article
• Acceptance Date: Jun 25, 2020
• Online Publication Date: Jul 16, 2020
• Publication Date: 2021
• Deposit Date: Aug 19, 2020
• Publicly Available Date: Jan 17, 2022
• Journal: Current Issues in Tourism
• Print ISSN: 1368-3500
• Electronic ISSN: 1747-7603
• Publisher: Routledge
• Peer Reviewed: Peer Reviewed
• Volume: 24
• Issue: 10
• Pages: 1375-1388
• DOI: https://doi.org/10.1080/13683500.2020.1792853
• Keywords: Tourism, Leisure and Hospitality Management; Geography, Planning and Development
• Public URL: https://nottingham-repository.worktribe.com/output/4844137
• Publisher URL: https://www.tandfonline.com/doi/full/10.1080/13683500.2020.1792853
• Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis in Current Issues in Tourism on 16/07/2020, available online: https://www.tandfonline.com/doi/full/10.1080/13683500.2020.1792853