THE EFFECT OF WORKPLACE INTERPERSONAL CONFLICT AND TURNOVER INTENTION : EMOTIONAL EXHAUSTION AS A BRIDGE AND FRIENDSHIP SUPPORT AS A BUFFER

Abstract

This study investigates the impact of workplace interpersonal conflict (WIC) on turnover intention (TI), with emotional exhaustion (EE) serving as a mediating variable and friendship support (FS) as a moderating variable. Using a quantitative approach, data were gathered from 374 employees across various hotel industry sectors in West Java, particularly those affiliated with digital hotel service platforms like OYO and RedDoorz. Structural Equation Modeling (SEM) via SmartPLS was used to analyze the relationships between constructs. The results reveal that WIC significantly and positively influences both EE and TI. Furthermore, EE has a strong positive effect on TI and acts as a significant mediator in the relationship between WIC and TI. Additionally, FS was found to moderate the relationship between EE and TI, indicating that social support in the form of workplace friendships can buffer the adverse effects of emotional exhaustion on employees’ intentions to leave. The findings emphasize the need for effective conflict management and supportive interpersonal relationships in the hospitality sector to reduce turnover rates. This research contributes to the literature by integrating emotional exhaustion and friendship support into the WIC–TI framework, offering practical implications for human resource strategies in hotel management.