Examining how employee perceptions and personal resources influence workplace meaning, work engagement, service quality and turnover intention

This research explored how positive organisational behaviour (POB) can be leveraged to enhance service quality and reduce employee turnover intentions of frontline staff within the Australian hotel and resort industry. By improving service quality and reducing turnover, organisations can increase profitability. Drawing on cognitive-motivational-relational (CMR) theory (Lazarus 1991) and the broaden-and-build (B&B) theory of positive emotions (Fredrickson 1998, 2001), the study investigated how an employee’s perception of the level of service quality they deliver (EPSQ) has an impact on their personal resources along with their levels of engagement and meaning they can find within their work-role, which ultimately reduces their intent to leave their organisations.