Role Of Stress To Quitting Intention Between Men And Women Employees In Hotel Industry


  • Isanawikrama Isanawikrama BINUS Entrepreneurship Center, Management Department, Bina Nusantara University, Jakarta
  • Edwin Joyo Hutomo BINUS Entrepreneurship Center, Management Department, Bina Nusantara University, Jakarta
  • Yud Buana BINUS Entrepreneurship Center, Management Department, Bina Nusantara University, Jakarta



Quitting intention, Role of stress, Behaviour of employee, Hotel industry


The attitudes and behaviors of employees who provide frontline service and address the extent to which relationships vary among male and female employees. The overall model predicts effects of role stress and work or no work conflict on customer-contact employees’ job performance, job, and life satisfaction, and quitting intent. Results of structural equations modeling suggest an important role for work/no work conflict overall as well as two areas of interesting variation across gender. Specifically, multisampling structural equations analyses suggest that role stress affects female service provider’s job performance more negatively than it does males’, and that job satisfaction is related more highly to quitting intent among males. Overall, results suggest interesting similarities and differences across gender.


Aghdasi, S. K. (2021). Emotional Intelligence and organizational commitment: testing the mediatory role of occupational stress and job satisfaction. Procedia-Social and Behavioral Sciences, 29, pp. 1965-1976.

Babin, Barry J, and James S. Boles. “Employee Behavior in a Service Environment : A Model and Test of potential Differences Between Men and Women.” Journal of Marketing, Vol.62, April 2018 : 77-91.

Bhattacharya, Rajeev and Timothy M. Devinney. “A Formal Model of Trust Based on Outcomes.” Academy of Management Review, vol.23, no.3, 2018 : 459-472.

Birken, T., Menz, W., & Kratzer, N. (2019). Management by Customers and Customer Control: (Im-) Balances of Power in Interactive Service Work. In Customers at Work, Palgrave Macmillan UK., pp. 76-99.

Boswell, Wendy R., and John W. Boudreau. “Employee Satisfaction with Performance Appraisals and Appraisers : The Role of Perceived Appraisal Use.” Human Resources Development Quarterly, 2020 : 283.

Boyd, N., & Gessner, B. (2020). Human resource performance metrics: methods and processes that demonstrate you care. Cross Cultural Management: An International Journal, 20(2), pp. 251-273.

Brown, Steven P, and Thomas Leigh. ”A New Look at Psychological Climate and Its Relationship to Job Involvement, Effort, and Performance.” Journal of Applied Psychology, Vol.81, August 2020 : 358-368

Campos-Soria, J. A.-M.-G. (2021). Patterns of occupational segregation by gender in the hospitality industry. International Journal of Hospitality Management, 30(1), pp. 91-102.

Cha, Y. (2020). Reinforcing separate spheres: The effect of spousal overwork on men’s and women’s employment in dual-earner households. American Sociological Review, 75(2), pp. 303-329.

Cooper, Donald R., and Pamela S. Schindler. Business Research Methods. 6th ed. Boston : McGraw-Hill, 2018.

Dawson, C. V. (2017). Is temporary employment a cause or consequence of poor mental health? A panel data analysis. Social Science & Medicine, 134, pp. 50-58.

Deutsch, M., Coleman, P. T., & Marcus, E. C. ((Eds.). 2019). The handbook of conflict resolution: Theory and practice. John Wiley & Sons.

Erford, B. T., & Crockett, S. A. (2019). Practice and research in career counseling and development—2018. The Career Development Quarterly, 60(4), pp. 290-332.

Gong, T., Yi, Y., & Choi, J. (2019). Helping employees deal with dysfunctional customers the underlying employee perceived justice mechanism. Journal of Service Research.

Greaves, M., Zibarras, L., & Stride, C. (2020). Using the theory of planned behavior to explore environmental behavioral intentions in the workplace. Journal of Environmental Psychology, 34, pp. 109-120.

Greenberg, Jerald and Robert A. Baron. Behavior in Organization : Understanding and Managing the Human Side of Work. 7th ed. New Jersey : Prentice-Hall, 2019.

Hosmer, Larue Tone. “Trust : The Connecting Link Between Organizational Theory and Philosophical Ethics.” Academy of Management Review, vol.20, no.2, 2020 : 379-403.

Ilies, R., Johnson, M. D., Judge, T. A., & Keeney, J. (2021). A within‐individual study of interpersonal conflict as a work stressor: Dispositional and situational moderators. Journal of Organizational Behavior, 32(1), pp. 44-64.

Ismail, H. N. (2018). Relationships among performance appraisal satisfaction, work–family conflict and job stress. Journal of Management & Organization, pp. 1-17.

Jarrell, Donald W. Human Resources Planning : A Business Planning Approach. New Jersey : Prentice-Hall, 2017.

Jones, M., Latreille, P., & Sloane, P. (2018). Job Anxiety, Work‐Related Psychological Illness and Workplace Performance. British Journal of Industrial Relations.

Jordan, A. H. (2019). Self-enhancement and learning from performance feedback. Academy of Management Review, 37(2), pp. 211-231

Kelloway, E. Kevin. Using LISREL for Structural Equation Modeling : A Researcher’s Guide. California : Sage, 2018.

Kret, M. E., & De Gelder, B. (2019). A review on sex differences in processing emotional signals. Neuropsychologia, 50(7), pp. 1211-1221.

Kumra, S., Simpson, R., & Burke, R. J. ((Eds.). 2018). The Oxford handbook of gender in organizations. OUP Oxford.

Lee, J. H., Kim, H. D., Ko, Y. J., & Sagas, M. (2021). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), pp. 54-63.

Liden, R. C. (2019). Servant leadership and serving culture: Influence on individual and unit performance. Academy of Management Journal, 57(5), pp. 1434-1452.

Mayer, Roger C., James H. Davis., and F. David Schoorman. “An Integrative Model of Organizational Trust.” Academy of Management Review, vol.20, no.3, 2015 : 709-734.

Mohrman, Allan M., Jr., Susan M. Resnick-West and Edward E. Lawler III. Designing Performance Appraisal Systems : Aligning Appraisals and Organizational Realities. California : Jossey-Bass, 2019.

Rawson, A., Duncan, E., & Jones, C. (2019). The truth about customer experience. Harvard Business Review, 91(9), pp. 90-98.

Robbins, Stephen P. Essentials of Organizational Behavior. 6th ed. New Jersey : Prentice-Hall, 2020.

Robbins, Stephen P. Organizational Behavior. 9th ed. New Jersey : Prentice- Hall, 2017.

Scanlan, J. N. (2019). Enhancing retention of occupational therapists working in mental health: Relationships between wellbeing at work and turnover intention. Australian occupational therapy journal, 60(6), pp. 395-403.

Sheppard, Blair H., and Marla Tuchinsky. “Micro-OB and the Network Organization.” Dalam Roderick M. Kramer & Tom R. Tyler (Eds). Trust in Organizations : Frontiers of Theory and Research. California : Sage, 2016 : 140-165.

Vecchio, Robert P. Organizational Behavior. 3rd ed. Fort Worth : Dryden Press, 1995.

Wang, C. L., Shi, Y., & Barnes, B. R. (2017). The role of satisfaction, trust and contractual obligation on long-term orientation. Journal of Business Research, 68(3), pp. 473-479.

Werther, William B., Jr., and Keith Davis. Human Resources and Personnel Management. 5th ed. New York : McGraw-Hill, 2016.




How to Cite

Isanawikrama, I., Hutomo, E. J., & Buana, Y. . (2021). Role Of Stress To Quitting Intention Between Men And Women Employees In Hotel Industry. Ganaya : Jurnal Ilmu Sosial Dan Humaniora, 4(2), 867–889.