Investigating Work–Family Balance, Job Anxiety, and Turnover Intentions As Predictors of Health Care and Senior Services Customer-Contact Employee Voluntary Turnover

Abstract

Using data collected from 620 health care and senior services customer-contact employees and their employer, we investigated the chain of relationships between work–family balance, job anxiety, turnover intentions, and voluntary turnover. Results showed that work–family balance was related to job anxiety, turnover intentions, and actual, subsequent voluntary turnover. The relationship between work–family balance and turnover intentions was fully mediated by job anxiety. The findings indicate that work–family balance affects organizationally relevant employee psychological outcomes (i.e., job anxiety and turnover intentions) and is a predictor of voluntary turnover. The study further highlights three stages at which hospitality and health care managers and supervisors may intervene to reduce the likelihood of voluntary turnover, namely, to help employees maintain their work and family balance, to correct imbalances, and to restructure or otherwise change work duties if an employee intends to leave.