Sustaining retention in the lodging industry: The role of organizational support and self-esteem in a post-crisis landscape

Purpose – This study explores the psychological mechanisms that influence employee retention in the lodging industry following the COVID-19 pandemic. Drawing on the conservation of resources (COR) theory, the study examines how perceived organizational support (POS) and organization-based self-esteem (OBSE) affect employees’ intention to remain both within their organizations and the hospitality industry. Methodology/Design/Approach – A serial multiple mediation model was tested using survey data from hospitality employees. The model positioned OBSE and organizational retention as mediators in the relationship between POS and industry-level retention. Findings – The results indicate that POS significantly enhances OBSE, which in turn positively influences both organizational and industry-level retention. The findings demonstrate that resource-based psychological factors play a critical role in shaping employees’ long-term commitment to the hospitality sector. Originality of the research – This study extends HR research in hospitality by integrating OBSE as a key mediator and by distinguishing between organizational and industrial retention. It offers practical insights into post-pandemic workforce recovery strategies by emphasizing the importance of internal psychological resources.