The Effects of Internal Marketing on Turnover Intentions in Knowledge Workers in the IT Sector

Aim/Purpose: This study forms part of the World IT Project, which aims to gain a deeper understanding of individual, personal and organisational factors influencing IT staff in a modern, work environment. The project also aims to provide a global view that complements the traditional American/Western view. The purpose of this study is to investigate and report on some of these factors, in particular, the role that job satisfaction has in turnover intention (i.e., changing jobs within the IT industry) and turn-away intention (i.e., moving to another industry other than IT) in South Africa. Background: Several studies have reported on the importance of an employee’s job satisfaction to organisation success, and the various factors that influence it. Most studies on job satisfaction adopted a Westernised and not a global view. Very few empirical studies have been conducted on job satisfaction of IT workers in South Africa. This paper reports on the individual, personal and organisational factors that influence the job satisfaction of IT staff in South Africa. Methodology: The study uses statistical analysis of survey data acquired through the World IT Project. Both online and paper based questionnaires were used. A sample size of 301 respondents was obtained from the survey, which was conducted over a period of 6 months during 2017. The factors that influence IT job satisfaction were analysed using correlation analysis, multiple regression analysis and discriminant analysis. The factors investigated were employee and organisational demographics, aspects of occupational culture, and various job-related individual issues. Contribution: This paper presents the only study focused specifically on turnover and turn-away intention amongst IT staff in South Africa. The final proposed model, grounded in the empirical dataset, clearly shows job satisfaction as a strong mediating construct explaining most of the variance in the IT professional’s intention to leave the organisation (i.e. their turnover intention) and the industry (i.e. their turn-away intention). Findings: The findings revealed that there was a significant correlation between job satisfaction and turnover intention as well as between job satisfaction and turn-away intention of IT staff. Perceived professional self-efficacy, strain and experience were also highly correlated with turnover intention. Professional self-efficacy was also significantly correlated with turn-away intention. Based on the analyses that were conducted, a research model is presented that shows the relationships between the various antecedents of turnover and turn-away intention. Recommendations for Practitioners: Managers in organisations dealing with the shortage of IT skills can use the model to plan interventions to reduce IT staff turnover rates by focussing on addressing the identified individual issues such as strain, job (in)security and work load as well as the personal value and IT occupational culture issues. Recommendation for Researchers: Researchers in the field of IT staff recruitment and management can find value for their research in the proposed refined model of IT job satisfaction and turnover intention. Future research could possibly replicate the study in other countries or could focus on different factors. Impact on Society: IT skills play a crucial role in society today and are therefore in high demand. However, this demand is not being satisfied by the current rate of supply. Research into what factors influence IT staff to leave the organisation or the industry can assist managers with improving their employee relations and job conditions so as to reduce this turnover and increase organisations’ and society’s competitiveness and economic growth. Future Research: It would be interesting to determine if the findings are similar for a sample of smaller organisations and/or younger IT employees since this study focussed on larger organisations and more experienced staff. Future research could also compare the findings of South African organisations with those in other countries.

To investigate turnover intention among newly licensed registered nurses and to clarify the impact pathways of organisational justice, work engagement and nurses' perception of care quality on turnover intention. Nurse shortage is an ongoing and urgent issue worldwide, in which nurse turnover could exacerbate the situation. Newly licensed registered nurses will become the main nursing workforce in the future; however, previous studies have not revealed the specific reasons underlying their turnover intentions. A descriptive cross-sectional design. A total of 569 newly licensed registered nurses undertaking direct care were recruited from thirteen hospitals from October to November 2018 across Beijing, China. Based on the job demands-resources model, we advanced a hypothetical model, linking the paths between organisational justice, work engagement, nurses' perception of care quality and turnover intention. Structural equation modelling was used to examine the hypothetical model. The study adhered to the STROBE statement for observational studies. In total, 22.3% of newly licensed registered nurses had a high turnover intention. The final model had an acceptable fit and could explain 58% of the variance in turnover intention. The organisational justice was directly related to high work engagement, great nurses' perception of care quality and low turnover intention. Additionally, organisational justice also had indirect effects on great nurses' perception of care quality and low turnover intention, which were partially mediated by work engagement. However, the effect of nurses' perception of care quality on turnover intention was not significant. The improvement of organisational justice could enhance work engagement, and nurses' perception of care quality, and reduce turnover intention, which is crucialto improving care quality and addressing the shortage of nurses. This study provides evidence for policymakers and hospital administrators to take targeted measures to enhance work engagement, foster high-quality care and create better defences against losing nurses.

While most studies advocate a business case for diversity, recent works have highlighted some negative consequences of diversity. Thus, the present study aims to examine the impact of employees’ perception of surface and knowledge diversity on their turnover intentions. Further, we examine the sequential mediating effect of perceived inclusion and job satisfaction to elucidate the diversity-turnover intention link. We employed structural equation modelling and PROCESS macro to analyse the hypothesised connexion. The survey was completed by 328 employees working in Indian IT organisations. While surface diversity perceptions did not impact turnover intentions, knowledge diversity perceptions had a positive impact. Further, we found a significant sequential mediation effect of perceived inclusion and job satisfaction in the knowledge diversity and turnover intentions link. Organisations should implement comprehensive diversity and inclusion programmes to foster positive attitudes and behaviours towards leveraging knowledge diversity among employees. Policymakers must cultivate a sense of value and culture of belongingness so that it reduces turnover intentions and fosters gratitude towards the organisation. We advance research on workplace diversity in the Indian context by propounding a serial mediation model, which provides evidence of the influence of multiple mechanisms in a single integrated causal process.

This descriptive study investigates nursing professionalism, internal marketing, and turnover intention among hospital nurses. The purpose of this study was to identify the relationships among turnover intention, internal marketing (an internal factor of turnover intention), and nursing professionalism (an external factor of turnover intention). Subjects included nurses from a hospital located in Seoul and Chungbuk, and voluntary participation and confidentiality were explained to each subject who agreed to participate. Data were collected from a total of 270 undergraduate students using a structured questionnaire. Data were analyzed using SPSS version 18.0. Results indicated that the average score for hospital nurses’ nursing professionalism was 3.30 (out of 5), 2.58 for internal marketing, and 3.91 for turnover intention, respectively. Nursing professionalism differed significantly depending on age (F = 4.10, p = .007) and career length (F = 2.97, p = .032). Internal marketing also significantly differed depending on age (F = 3.58, p = .014), career length (F = 7.29, p < .001), and shift type (F = 3.43, p = .034). Additionally, there were significant differences in turnover intention depending on marital status (t = 2.21, p = .028), shift type (F = 6.39, p = .002), and position (F = 5.49, p = .005). Furthermore, there was a positive correlation between nursing professionalism and internal marketing (r = .36, p < .001), and a negative correlation between internal marketing and turnover intention (r = -.28, p < .001). Nurses’ turnover intention is associated with internal marketing and nursing professionalism; hence, it is important to implement internal marketing tactics centered on preventing emotional fatigue and to employ strategies that encourage nursing professionalism.

The retail industry faces significant challenges in terms of employee turnover, particularly at Indomaret. The main objective of this study is to examine the potential impact of gender equality and job stress on turnover intention employee Indomaret, both directly and through mediation by job satisfaction. A high employee turnover rate is a sign of problems in management. Data were collected through a questionnaire distributed via Google Forms, with 120 respondents. Structural Equation Modeling (SEM) and Partial Least Squares (PLS) were used as data measurement methods, utilizing the SmartPLS 3 application. The research analysis findings were determined at a significance level of 0.05, indicating that gender equality negatively impacts turnover intention but positively affects job satisfaction. On the other hand, job stress significantly affects turnover intention and decreases employee job satisfaction. Additionally, gender equality and job stress significantly impact turnover intention, mediated by job satisfaction. This research is expected to contribute by providing information, additional insights, and better literature related to factors that can influence the Indomaret company in Pontianak City and practical implications for human resource management. Additionally, expected to serve as a consideration for the company to take steps to improve job satisfaction and reduce turnover intention.

PurposeThe purpose of this article is to examine the factors that influence turnover intentions by examining the effect of congruent internal marketing on turnover intentions among restaurant employees in North Cyprus. The study also integrates work immersion variables to factor in the reduction of turnover intentions of employees.Design/methodology/approachThe quantitative study employed questionnaires distributed to 150 participants at various restaurants throughout Northern Cyprus. The study's results were utilized to examine the effect of several components of congruent internal marketing on turnover intention, including work engagement, job satisfaction, coaching and employee development structural equation modelling.FindingsThe study confirmed a positive and significant relationship between congruent internal marketing and turnover intentions, work engagement, job satisfaction and management coaching. It is evident that congruent internal marketing is contingent on elements that minimize employees' turnover intentions. Given the increasing pace of voluntary and involuntary turnover, it is critical to provide concise research for both present and future analysis.Research limitations/implicationsThe data collection for this study was limited to the cities of Northern Cyprus, as it focuses on small business operations. Additionally, the researchers were able to collect data from only 30 establishments during the pandemic. Quintessential implication of the current study posits how internal marketing efforts coupled with coaching and engagement practises helps to reduce turnover.Originality/valueRecently, turnover intention has emerged as a major source of concern for business and organizational survivors, particularly during this COVID-19 pandemic. This had a detrimental effect on local and international enterprises, health, education, hotels and tourism. In essence, the current crisis has had a profound effect on both internal marketing and employee turnover intentions. Drawn from the POS and SET theories, the current study develops and tests parsimonious model in fostering avenues to reduce turnover.

Abstract. Turnover intention is the level of employee's desire to stop working at a company (Mobley, 2011). This research was conducted to determine the level and influence of job satisfaction on turnover intention among PT S.’s employees. The research method in this research is causality. The measuring instrument in this research for job satisfaction uses a measuring instrument adapted by Nur Setiawan and Tobing (2022) from Luthans' theory (2006) and for turnover intention uses a three-item turnover intent questionnaire adapted by Abid &amp; Butt and translated by Farhan Farisan ( 2022) from the theory of Mobley and Hellingsworth (1978). The results of the analysis show a significant negative relationship between job satisfaction and turnover intention (P = 0.002 &lt; 0.05), with a contribution of 19%. This shows that increasing job satisfaction has a direct impact on reducing turnover intention. Abstrak. Turnover intention merupakan tingkat keinginan karyawan untuk berhenti bekerja di suatu perusahaan (Mobley, 2011). Penelitian ini dilakukan untuk mengetahui tingkat dan pengaruh job satisfaction terhadap turnover intention pada karyawan PT. S. Metode penelitian dalam penelitian ini adalah kausalitas. Alat ukur pada penelitian ini untuk job satisfaction memakai alat ukur yang diadaptasi oleh Nur Setiawan dan Tobing (2022) dari teori Luthans (2006) dan untuk turnover intention memakai kuesioner three-item turnover intent questionnaire yang diadaptasi Abid &amp; Butt dan diterjemahkan oleh Farhan Farisan (2022) dari teori Mobley dan Hellingsworth (1978). Hasil analisis menunjukkan hubungan signifikan negatif antara job satisfaction dan turnover intention (P = 0,002 &lt; 0,05), dengan kontribusi sebesar 19%. Hal ini menunjukkan bahwa peningkatan job satisfaction berdampak langsung pada penurunan turnover intention.

We analyzed the effects of psychological capital on organizational commitment and turnover intention among flight attendants at a Korean airline and the mediating effect of organizational commitment. Data were collected through a 2022 survey of Korean flight attendants, yielding 297 responses. Model reliability and validity were assessed to confirm hypotheses. Hope had a significant negative effect on turnover intention P<0.05), whereas optimism and resilience did not have significant effects on turnover intention. Additionally, hope had a significant positive effect on normative and continuance commitment, unlike optimism and resilience, which did not have significant effects on normative commitment or continuance commitment. Both normative commitment and continuance commitment negatively influenced turnover intention. Organizational commitment mediated the relationship between psychological capital and turnover intention, reinforcing the positive impact of psychological capital on reducing turnover intention. This study underscores the significance of psychological capital in shaping organizational commitment and reducing turnover intention among Korean flight attendants. Strengthening psychological capital and fostering organizational commitment can bolster airline stability, competitiveness, and service quality.

Background – The high turnover intention in college environments is a serious problem that might threaten the stability and continuity of an organization. People often want to leave this job because of high stress levels and low job satisfaction. Aim – The objective of this research is to analyze and identify the impact of job satisfaction and work-related stress on employee turnover intention, examining the role of organizational commitment as a mediator, while emphasizing the significance of job satisfaction as a dominant factor in reducing turnover intentions. Design / methodology / approach – This study employs a quantitative approach utilizing explanatory research design. The data collected via a questionnaire based on indicators of work stress, job satisfaction, organizational commitment, and turnover intention. SPSS is used to test validity and reliability. There were 140 respondents, all of whom were lecturers and educational staff at a university in eastern Indonesia, with data collection conducted both online and offline. SmartPLS software was used to analyze the data.. Findings – The findings of the study indicate that job satisfaction has a significant positive effect on organizational commitment and a significant negative effect on turnover intention. On the other hand, work stress does not have a significant effect on organizational commitment or turnover intention. Organizational commitment does not serve as a mediator in the relationship between work stress and job satisfaction with turnover intention. Conclusion – The empirical evidence suggests that job satisfaction is the most important factor in reducing turnover intention, while organizational commitment is more closely related to job satisfaction. Research implication – The outcomes of this study indicate that higher education institution management should concentrate on improving employee job satisfaction by strengthening a fair reward system, balancing work and life, and improving organizational communication. Limitations – This study is limited to a single educational institution in Eastern Indonesia, which may affect the generalizability of the findings. Moreover, the local organizational culture may affect how respondents viea HR policies. Further studies are recommended to include more institutions and employ a mixed methods approach.

Managing service quality in high customer contact B2B services across domestic and international markets

BackgroundThis study investigates the relationships between mindfulness, employees’ well-being, and intentions to quit their jobs and further examines the mediating role of perceived stress in these relationships. Drawing on the Job Demand-Resources model, we aim to contribute to understanding how mindfulness can impact employee well-being and turnover intentions in a non-Western organizational setting.MethodsA cross-sectional survey study was conducted with 205 full-time white-collar employees. The study used an online questionnaire consisting of the Perceived Stress Scale, the Mindful Attention Awareness Scale, the Intention to Quit Scale, and the Employee Well-Being Scale. The data were analyzed using a full-latent model with structural equation modeling to investigate the relationships between the variables.ResultsThe findings indicate that mindfulness is crucial in influencing employees’ turnover intentions and well-being through perceived stress levels. Mindfulness is associated with lower levels of perceived stress, which in turn is positively linked to employee well-being and negatively linked to turnover intentions.ConclusionsThis study underscores the significance of mindfulness in the workplace, particularly in non-western organizational settings. By promoting mindfulness, organizations can potentially enhance employee well-being and reduce turnover intentions, fostering a more positive and productive work environment. The implications of these findings suggest that mindfulness interventions could be beneficial for organizations aiming to improve employee mental health and retention.

The high turnover intention among outsourced employees at PT. XYZ in Sidoarjo highlights the importance of understanding the psychological factors that influence the decision to change jobs. This study analyzes the influence of job insecurity and employee engagement on turnover intention, with perceived organizational support (POS) as a mediating variable. This study contributes theoretically by expanding the understanding of the dual role of POS in unstable employment relationships, and practically by providing implications for the management of outsourced workers in the manufacturing industry. Using an explanatory quantitative approach, data were collected from 189 outsourced employees and analyzed using PLS-SEM. The results show that job insecurity has a positive and significant effect on turnover intention. Employee engagement has a significant effect on POS, but does not directly reduce turnover intention. POS is proven to have a significant effect on turnover intention and mediates the inconsistent relationship between employee engagement and turnover intention. Meanwhile, POS does not mediate the effect of job insecurity on turnover intention. The research model was able to explain 30.5% of the variation in turnover intention, confirming that in the context of outsourcing, organizational support is not yet able to curb turnover intention when job insecurity remains high. Practically, this study recommends strengthening job security, clarifying career prospects, and improving the quality of organizational support relevant to outsourced employees to reduce turnover intention more effectively.

Objective: Service organizations are required to achieve sustainable competitive advantage (SCA) to ensure their competitive capability, whereas these organizations put their efforts into developing organizational culture in which internal and external customers are of equal importance. By implementing such a culture, organizations’ employees, as internal customers, realize their self-importance and, thus, the possibility of Organizational Citizenship Behavior (OCB) by them increases. For service organizations, because of higher level of contacts between external customers and employees (internal customers) OCB plays an important role in creating, achieving, and maintaining sustainable competitive advantage. The present study aims to investigate the effect of internal marketing on universities' internal customer citizenship behavior (ICCB) through their perceived value and satisfaction. Method: To analyze the hypotheses of this research, 405 employees of Iranian state universities were surveyed through a questionnaire. The collected data were analyzed by Structural Equation Modelling (SEM) and Smart PLS 2 software. Results: The results demonstrate the effect of internal marketing on internal customers' OCB as well as mediating role of internal customers' perceived value and satisfaction in the relationship between internal marketing and internal customers' OCB.

Introduction. In Korea, 25.7% of all teachers at daycare centers resigned in 2018. Turnover of childcare teachers leads to decreased quality of childcare services, so this issue merits academic interest and government measures. The purpose of this study was to examine the conditional direct and indirect effects of gratitude in relation to job stress, job satisfaction, and turnover intention of childcare teachers so that countermeasures can be prepared to reduce turnover intention. Study participants and methods. The participants of the survey were childcare teachers working in daycare centers in Korea, and regarding age, the majority were in their 40s (49.1%), followed in order by those in their 30s or younger (38.6%) and those in their 50s or older (12.3%). In terms of the marital statuses of the participants, 78.6% were married, while in terms of education, college graduates accounted for the largest group at 61.8%. The data were analyzed using SPSS Win. 25 and the PROCESS macro 3.5. The following statistical techniques were applied: descriptive statistical analysis, reliability analysis, mean comparison analysis, and moderated mediation effect analysis. The bootstrap method was used to analyze the moderated mediation effects, and bootstrapping was assigned as 5,000 samples and a 95% confidence interval, and the independent variables, mediating variables, and moderating variables were averaged. Results. First, Pearson's correlation analysis indicated that there was a significant correlation between job stress, job satisfaction, gratitude, and turnover intention. Turnover intention and job satisfaction showed the highest negative correlation coefficient (r=-.528, p&lt;.01). Second, job satisfaction mediated the link between job stress and turnover intention. Third, the conditional effect of gratitude on the link between job stress and turnover intention was significant when gratitude was low and average, and the effect of job stress decreased when gratitude increased. Fourth, the conditional effect of gratitude on the link between job satisfaction and turnover was significant when gratitude was low, average, and high, and the effect of job satisfaction decreased when gratitude increased. Fifth, the conditional indirect effect of job stress → job satisfaction → turnover intention was significant when gratitude was low (M-1SD), average (M), and high (M+1SD). Altogether, the results verified the moderated mediation effect of gratitude. Practical significance. This study examined the mediating effect of job satisfaction and the moderating effect of gratitude in the relationship between job stress and turnover intention. This study provides basic data that can be used for program development as well as the creation of policies that can reduce turnover intention in childcare settings.

BackgroundNurses are increasingly vulnerable to occupational pressures that threaten their professional well-being. These challenges are particularly pronounced in high-acuity settings, where workload, emotional demands, and environmental stressors can impact compassion satisfaction, burnout, and turnover intention. Objective: The aim of this study is to determine whether there are significant differences in Compassion Satisfaction, Burnout, secondary traumatic stress, and Turnover Intentions among nurses based on their assigned clinical area and years of nursing experience in a tertiary hospital in Abu Dhabi.MethodsA descriptive-comparative design was used. Constructs were measured using validated instruments to assess whether significant differences existed in CS, BO, STS and TI across various nurse characteristics, inferential statistical tests were conducted. A one-way Analysis of Variance (ANOVA) was used to examine differences across nurse characteristics, with significance set at p < 0.05. The Professional Quality of Life Scale (ProQOL, Version 5) was used to measure Compassion Satisfaction, Burnout, and Secondary Traumatic Stress, while the Turnover Intention Scale (TIS-6) assessed intention to leave.ResultsThe study included a total sample of N = 211 nurses across multiple units and designations. No statistically significant differences in Compassion Satisfaction, Burnout, Secondary Traumatic Stress, or Turnover Intention across nurse designations (Charge Nurse, Staff Nurse, Practical Nurse), although Practical Nurses reported slightly more favorable scores, particularly in burnout, which approached significance (p = 0.065). Turnover intention differed significantly by clinical unit [Welch’s ANOVA F(7, 56.3) = 2.58, p = 0.022], with the lowest scores in Operating Theaters/Perioperative Care and the highest in Emergency and Maternity units.ConclusionWhile nurse designation and years of experience were not associated with significant differences in professional quality of life, clinical unit assignment emerged as a key factor influencing turnover intention. These findings underscore the role of organizational and environmental conditions over demographic factors in shaping nurse retention. The trend of increased burnout and turnover intention among charge nurses suggests the need for improved leadership support and resilience-building initiatives, even though it is not statistically significant. These findings highlight the importance of implementing targeted strategies such as resilience training, structured mentorship, and leadership development programs to mitigate burnout and reduce turnover intention among nurses.