ABSTRACT
Purpose Given that the recovery of the hospitality industry is hampered by worker shortages resulting from the loss of talents during the ongoing pandemic, the purpose of this study is to examine how professional identity affects hospitality employees' psychological responses to the COVID-19 crisis and their intentions to leave the industry. Design/methodology/approach This study sample consisted of 1,188 US hospitality employees. The cross-sectional data were analyzed using partial least square structural equation modeling, analysis of variance and multigroup analysis. Findings A double-barreled effect of professional identity on career change intention was identified. Hospitality employees possessing a stronger professional identity were found to be more passionate and satisfied with their careers and less likely to switch to other industries. However, these individuals also feel more distressed by the pandemic crisis, which is associated with a heightened level of career change intentions. Research limitations/implications The findings of this study confirm the importance of identity building as a means of sustaining the hospitality workforce. As nascent professionals possess a weaker identity and stronger intention to leave the industry, immediate attention should be paid to these individuals. Originality/value This study expands the knowledge surrounding the influences of hospitality professional identity as it exerts a double-barreled effect on career change intention. Further insights regarding how hospitality employees at various career stages respond differently to the COVID-19 crisis are uncovered by examining the moderating effects of industry experience.