Employee Turnover Intention In A Service Industry: A Systematic Literature Review

Abstract

Employee turnover intention is one of the significant issues faced by most of the service industry today. This study examines the employee turnover intention in the service industry using a systematic literature review. The research is based on a review of empirical studies, reports, and policy documents. The Google Scholar search engine was used to locate research publications on employee turnover intention and the service industry. The Google Scholar Open Database was applied to find the publications using the keywords "employee turnover intention" and "service industry" from January 2018 to November 2023. Based on the inclusion and exclusion criteria using the PRISMA framework, 32 research papers were selected for the study. This study found employee turnover is affected by several factors such as job satisfaction, job stress, perceived organizational support, financial and non-financial incentives, corporate image, organizational justice, career advancement opportunities, leadership styles, organizational environment, flexible work arrangements, quality of employees-organization relationship, and socially responsible human resource management. Employee intention to turnover may impact the efficacy, efficiency, and performance of organizations, organization's life, increase in expenses, undermine staff morale, institutional productivity, and the organization's ability to compete and succeed. The following strategies for reducing employee turnover intention may be adopted: (i) enhancing organization and supervisor support (ii) increasing job satisfaction (iii) improving inclusive, responsible, and ethical leadership (iv) enhancing work-life balance (v) developing a support socially responsible human resource management (vi) maintaining a flexible and good work environment (vii) providing career advancement including better financial and non-financial benefits.