TURNOVER COSTS: RESEARCH AMONG FIVE-STAR HOTELS IN THE CITY OF ANTALYA, TURKEY

Because of high personnel-customer interaction, turnover has special importance in the hospitality industry. Satisfied, motivated personnel comprise a major factor for successful competition among hotels. Neither high nor low turnover rates are useful for hotels. Each hotel must determine its tolera...

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Bibliographic Details
Published in:Tourism analysis 2004-01, Vol.9 (3), p.207-217
Main Author: AKSU, A. AKIN
Format: Article
Language:English
Subjects:
Costs
Customer satisfaction
Hotels
Involuntary Turnover
Job satisfaction
Morale
Personnel
Tourism
Turnover
Turnover rate
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Summary:Because of high personnel-customer interaction, turnover has special importance in the hospitality industry. Satisfied, motivated personnel comprise a major factor for successful competition among hotels. Neither high nor low turnover rates are useful for hotels. Each hotel must determine its tolerable turnover rates and costs. High personnel turnover has disadvantages for hotels and personnel. In the hospitality industry, personnel turnover is generally high by comparison with other industries and has adverse effects on the morale, motivation, and job satisfaction of personnel. There are two types of personnel turnover: voluntary and involuntary. In this research the costs of involuntary turnover were calculated in US dollars.
ISSN:1083-5423
DOI:10.3727/1083542042781230