An exploration into the roles of managerial support and occupational stigma in the employee turnover process amongst non-managerial quick service workers in Guyana

Campbell, Terrence Ilbertis Evrod

Abstract

The purpose of this thesis is to explore the role of managerial support and occupational stigma in the employee turnover process amongst non-managerial employees (crew members) in the quick service sector. Guided contextually by the Decent Work Agenda and framed theoretically by the Resource-Based View, this sequential explanatory mixed-method study was conducted with the employees of a large quick service operator in Guyana. The entire population of crew members was surveyed via questionnaire, whilst a mixture of random and purposive sampling was used to identify fifteen managers who participated in structured interviews. A key feature of the study is the ethical dimension, as the author of the study is the owner and CEO of the study organization. This necessitated the use of a professional research assistant to administer the questionnaires and interviews, as well as undertake the transcription and anonymization of the data.
Correlation analysis was used to analyze the quantitative data, whilst thematic analysis was deployed to decipher data from structured interviews. The study produced four important findings. First, the study, in a new geographical context, supported previous research which found managerial support to be positively associated with employee retention. Second, the study identified the prevalence of impulsive quits as a result of pervasive supervisor incivility. Third, the study discovered that perceptions of slavery exist around quick service work. Fourth, the study detected the stigma of homosexuality in relation to males employed in the quick service sector.
The findings of the study underpin its contributions to knowledge and practice. A Model of the Employee Turnover process was developed. This model demonstrates the relationships between managerial support, work-life conflicts, career development and supervisor incivility in the turnover process. The study also generated a Retention Toolkit, which provides a framework for improving human resource systems/practices and, second, training aimed at developing the leadership skills of managers in the sector.
The findings of this study may also be applicable to non-managerial workers in the wider hospitality sector and to other shop floor workers. Future studies, using the findings of this study as a base, should target other workers in the hospitality sector in Guyana and the wider English-speaking Caribbean, where the hospitality industry has a very significant role.

• Thesis Type: Thesis
• Deposit Date: Dec 7, 2020
• Publicly Available Date: Dec 7, 2020
• DOI: https://doi.org/10.17869/enu.2020.2709066
• Keywords: quick service sector; managerial support; occupational stigma; Guyana
• Public URL: http://researchrepository.napier.ac.uk/Output/2709066
• Award Date: Oct 5, 2020