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Commitment to quality service in hospitality: role of human resources practices, turnover intention, organizational engagement, and adaptability

Md Karim Rabiul et al.

European Journal of Management and Business Economics2025https://doi.org/10.1108/ejmbe-09-2023-0288article
AJG 2ABDC B
Weight
0.48

Abstract

Purpose This study examines the mediating role of organizational engagement in the link between human resources management (HRM) practices and commitment to quality services (CQS). It also investigates the moderating effect of turnover intention on the link between HRM practices and organizational engagement, and the moderating effect of employee adaptability on the link between organizational engagement and CQS. Design/methodology/approach Customer contact employees ( N = 593) in Bangladeshi hotels were recruited using a convenient sampling method. Partial least squares structural equation modeling (PLS-SEM) was applied to test the hypotheses. Findings Organizational engagement significantly mediates the relationship between HRM practices and CQS. Turnover intention negatively and employee adaptability positively moderates the proposed relationships. Practical implications Hospitality managers may use the findings to enhance quality customer services by implementing appropriate HRM practices, reducing turnover, and increasing adaptability and organizational engagement. Originality/value The findings contribute to social exchange theory, theory of planned behavior, and job demand-resources theories by explaining the mediating role of organizational engagement and moderating role of turnover intention and employee adaptability which are yet to be discovered.

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https://doi.org/https://doi.org/10.1108/ejmbe-09-2023-0288

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@article{md2025,
  title        = {{Commitment to quality service in hospitality: role of human resources practices, turnover intention, organizational engagement, and adaptability}},
  author       = {Md Karim Rabiul et al.},
  journal      = {European Journal of Management and Business Economics},
  year         = {2025},
  doi          = {https://doi.org/https://doi.org/10.1108/ejmbe-09-2023-0288},
}

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Evidence weight

0.48

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.41 × 0.4 = 0.16
M · momentum0.63 × 0.15 = 0.09
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.