In the hospitality industry, frontline employees' turnover poses a challenge because it involves immense human and financial costs. This study innovates by investigating the impact of consumer aggression on frontline employees' turnover intention using conservation of resources and social exchange theories. A survey conducted with 300 frontline employees working for 15 hotels confirms that (1) their job anxiety mediates the relationship between their perceived consumer aggression and their intent to quit; (2) their perceived organizational support reduces the positive relationship between their perceived consumer aggression and their job anxiety; and (3) their felt obligation reduces the positive relationship between their job anxiety and their intent to quit. We discuss managerial implications, limitations, and future research directions.

在酒店业，一线员工的流动是一个挑战，因为它涉及巨大的人力和财务成本。本研究通过使用资源节约和社会交换理论调查消费者攻击对一线员工离职意愿的影响进行了创新。对 15 家酒店的 300 名一线员工进行的一项调查证实：（1）他们的工作焦虑在他们感知到的消费者攻击性和他们的辞职意愿之间起中介作用；(2)他们感知到的组织支持降低了他们感知到的消费者攻击性与工作焦虑之间的正相关关系；(3) 他们感到的义务降低了他们的工作焦虑和他们辞职意愿之间的正相关关系。我们讨论管理影响、局限性和未来的研究方向。