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Identifying Stabilizing And Destabilizing Factors Of Job Change: A Qualitative Study Of Employee Retention In The Hong Kong Travel Agency Industry, Monica W.C. Choy, Ken Kamoche
Identifying Stabilizing And Destabilizing Factors Of Job Change: A Qualitative Study Of Employee Retention In The Hong Kong Travel Agency Industry, Monica W.C. Choy, Ken Kamoche
Faculty of Management & Hospitality (THEi)
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 …
Managing Customer Relationships In The Emerging Markets: Guanxi As A Driver Of Chinese Customer Loyalty, Liane W.Y. Lee, Yiming Tang, Leslie S.C. Yip, Piyush Sharma
Managing Customer Relationships In The Emerging Markets: Guanxi As A Driver Of Chinese Customer Loyalty, Liane W.Y. Lee, Yiming Tang, Leslie S.C. Yip, Piyush Sharma
Faculty of Management & Hospitality (THEi)
Guanxi, a social exchange mechanism built on mutual favors, is an integral part of Chinese culture and a necessary relationship management tool for businesses operating in the People's Republic of China (PRC). This paper uses the cognition-affect-conation trajectory to illustrate the subtle differences between guanxi approach and the conventional relationship marketing approaches on customer loyalty and word-of-mouth intentions. This process is mediated by calculative trust and affective attitude toward the service provider, while operationalizing the in-group identification construct to gauge in-group membership. Findings from a field-survey with Chinese retail-banking customers (N = 420) support most of the hypotheses. Besides extending …