ABSTRACT
In a labor-intensive service industry as tourism, human resources are essential to delivering services and satisfying customers. However, staff turnover in tourism businesses is very usual for many reasons. A high turnover rate predicts low customer satisfaction, higher costs, and knowledge dispersion. Conversely, employee satisfaction leads to a higher quality of service. The results of our research indicate that commitment and job satisfaction underlie the intention to remain with the same company, whereas organizational identification has a significant effect on commitment. More importantly, one of the main causes behind a change in jobs is work-life balance. By pursuing a humanistic perspective, the present study highlight that employees’ quality of life is an often-overlooked antecedent of turnover.
