The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

Abstract

AbstractThe current study aims to examine (1) the impact of green training on green experience, employee satisfaction, turnover intention, and customer satisfaction and (2) its implication on Green HRM effectiveness in the hospitality sector. A quantitative method was utilized to test a path model (PLS‐SEM). Two sets of questionnaires (for employee and customer sides) were developed for the hospitality sector to measure the causations between green training, employee turnover, and customer satisfaction. The findings suggest (1) green training creates green experience, (2) green experience influences both employee and customer satisfaction, (3) However, employee satisfaction did not affect turnover intention and customer satisfaction subsequently. The current study implies that investing in green training should be considered a tool of strategic hospitality management since the finding suggests that green training improves the overall performance of the hospitality sector with some limitations. Moreover, this paper reduced the literature gaps by constructing and empirically testing an integrated path model of green training on employee and customer experience, illustrating the impact of green training through the shared green experience forming the two stakeholders' experience and their interactions.