Intervening Role of Emotional Exhaustion and Perceived Organizational Support between Customer Mistreatment and Employee Turnover Intention in Star-Rated Hotels

The main objective of the study is to investigate the impact of customer mistreatment behaviors, such as customer verbal abuse, illegal customer complaints, and unreasonable customer demands, on employee turnover intention.Utilizing a quantitative approach, this study adopts and modifies a questionnaire to collect data from the frontline employees in 329 star-rated hotels in Sichuan, China using a simple random sampling technique.This study uses Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the relationship between Customer Mistreatment and Employee Turnover Intention, as well as the mediating role of emotional exhaustion and the moderating role of perceived organizational support.This study focuses on identifying the factors contributing to reduced employee turnover in the hospitality industry, which is of practical significance for improving the efficiency of human resource management.Signifying the importance of employee turnover intention, this conceptual study sheds light on the intervening role of emotional exhaustion and perceived organizational support.