The purpose of this study is to identify a list of work-environment factors present at a resort property that participant employees feel effect employee turnover, and consequently interfere with good customer service. This was accomplished through extensive in-depth interviews conducted with 28 systematically selected employees from all departments of the property studied. The interview schedule utilized was primarily unstructured to provide the respondents with the greatest latitude in expressing their impressions. The results of the interviews revealed specific patterns of responses relating only to the various departments of the participants. The results also revealed two general patterns of responses present regardless of the department of the participant. These were the lack of a common training philosophy, and the lack of communication between departments. Additionally, 22 different factors, somehow relating to turnover, were identified as being present at the property. Among the conclusions that can be drawn is that there are work-environment factors that effect employee turnover at the property studied, in the eyes of the respondents.

Library of Congress Subject Headings

Hospitality industry--Employees--Case studies; Hospitality industry--Personnel management--Case studies; Labor turnover--Research

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Marecki, Richard

Advisor/Committee Member

Jacobs, Jim

Advisor/Committee Member

Lalopa, Joseph


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.P4 M466 1995


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