A critical negative relationship was also identified between emotional exhaustion and the service recovery performance of frontline employees
📌 3 Key Takeaways
🎯
Objective & Hypothesis:In this study, antecedents and outcomes of the frontline employees' emotional exhaustion were examined in the context of independent Egyptian Quick Service Restaurants (QSRs).
📊
Key Findings & Data:Frontline employees participated in a survey which investigates the relationships amongst job stressors (role ambiguity, role conflict, role overload and interpersonal conflict) and emotional exhaustion; as well as emotional exhaustion and service recovery performance.
💡
Conclusion & Impact:A critical negative relationship was also identified between emotional exhaustion and the service recovery performance of frontline employees
In this study, antecedents and outcomes of the frontline employees' emotional exhaustion were examined in the context of independent Egyptian Quick Service Restaurants (QSRs). Frontline employees participated in a survey which investigates the relationships amongst job stressors (role ambiguity, role conflict, role overload and interpersonal conflict) and emotional exhaustion; as well as emotional exhaustion and service recovery performance. The results from multiple regression analyses identified role ambiguity and role overload as the antecedents of emotional exhaustion. A critical negative relationship was also identified between emotional exhaustion and the service recovery performance of frontline employees
Essawy, M. (2016). Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation. Advances in Hospitality and Tourism Research (AHTR), Volume: 4 Issue: 1. https://ajindex.com/articles/1353751