Abstract
Studies on flow in the Malaysian hotel context are still very limited even though it is an important psychological phenomenon toward developing human resources. This present study aims to investigate the role of flow experience as a mediator between the causes of burnout and its outcomes (turnover intention and work-family conflict) among the hotel employees in Sarawak, Malaysia. In the hotel industry, which has a highly demanding working environment, employee burnout would eventually lead to turnover intention and work-family conflict (WFC). To minimize these causes and outcomes, flow is hypothesized as a possible mediator in this study. The data were collected from 210 full time hotel employees, selected by random sampling method, and analyzed using SPSS version 20 and PROCESS version 2.11. The findings revealed that flow played a direct and indirect significant role between the causes of burnout and its outcomes. The findings suggest flow to be an important approach in alleviating the effects of burnout – turnover intention and work-family conflict.
Highlights
Tourism industry has become one of the contributors in the economic growth of Malaysia’s gross national product
Hotel employees work in night shifts, irregular schedule [1] as well as low pay, unstable, and seasonal employment; all of which make a career in hotels seem unattractive [2]
Unstable and uncertain work settings have been suggested to correlate with turnover intention, which is a serious problem for human resource management [3]
Summary
Tourism industry has become one of the contributors in the economic growth of Malaysia’s gross national product. Hotel operators and management should seriously consider to further enhance and developing this industry by producing quality employees in their operations. One of the ways for hotel employers to contribute to the plan is to have quality employee that are motivated, passionate, and driven to serve hotel guests. One aspect that they could look into is by encouraging their employees to experience flow in completing their daily tasks. Unstable and uncertain work settings have been suggested to correlate with turnover intention, which is a serious problem for human resource management [3]. This present study will determine whether flow has a significant influence on turnover intention among hotel employees in the eastern context
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