Track: Human Factors and Ergonomics

Abstract

Employee retention in the hotel industry is an issue that is quite widely discussed, especially when the COVID-19 pandemic hit globally. Purpose – the purpose of this study is to see factors influencing employee retention in hospitality industry and the mediation of service organizational citizenship behaviour (Service OCB) in the relationship of GRIT and fairness to retention. Design/methodology/approach – This research is a quantitative research with descriptive and verificative approach.  Data collection method is conducted through online survey using questionnaire instrument.  Stratified random sampling is applied to determine the sampling method. Sample size from Bartlett categorical data was used in order to obtain the number needed. Data collected is analysed by structural equation model- partial least square (SEM-PLS). the analyses including validity, reliability and hypothesis testing. Findings- The findings of this study show that grit has a positive influence on Service OCB.  Grit fails to show a direct influence to retention, the relationship is mediated by service OCB. Fairness has a positive influence direct and indirectly to retention. Originality of the research – This study provides empirical evidence of the influence of GRIT and Fairness to service OCB, and relationship between fairness and service OCB toward retention.

Keyword: Grit, Fairness, Service OCB, Retention.