A mixed-methods investigation of work identity in waiting staff, and its impact on turnover intention

Jerez-Jerez, M. J. ORCID: https://orcid.org/0000-0003-0668-918X, Foroudi, Pantea ORCID: https://orcid.org/0000-0003-4000-7023 and Melewar, T. C. (2022) A mixed-methods investigation of work identity in waiting staff, and its impact on turnover intention. Journal of Quality Assurance in Hospitality & Tourism . pp. 1-26. ISSN 1528-008X [Article] (Published online first) (doi:10.1080/1528008x.2022.2135158)

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Abstract

This study set out to explore the factors which influence work identity construction and turnover intention in waiters. A mixed-methods approach was used. We first conducted a qualitative study into waiters’ work identity, followed by a quantitative survey. Structural equation modeling (SEM) was used for analysis. Ability to act ‘authentically’ in the workplace, and relations with intra-group members, emerged as factors that influence work identity construction. An impact of work identity on turnover intention was confirmed. The findings have implications for strategies that could enhance work identity construction amongst waiters and tackle problematic levels of turnover in the industry.

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