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Journals / Advances in Hospitality and Tourism Research (AHTR) / 2016 / Cilt: 4 - Sayı: 1

JOB STRESSORS, EMOTIONAL EXHAUSTION AND SERVICE RECOVERY IN INDEPENDENT QUICK SERVICE RESTAURANTS IN EGYPT: AN EMPIRICAL INVESTIGATION

MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA

Mohammed ESSAWY
Pages
1–16
Publication Date
2022-10-11
DOI
—
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

A critical negative relationship was also identified between emotional exhaustion and the service recovery performance of frontline employees

📌 3 Key Takeaways

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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).
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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.
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Conclusion & Impact:A critical negative relationship was also identified between emotional exhaustion and the service recovery performance of frontline employees
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

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

Özet

Bu çalışmada Mısır'da hızlı servis sunan bağımsız restoranlar bağlamında servis personelinin duygusal tükenmişlik seviyelerine etki eden öncüller ve tükenmişliğin sonuçları incelenmiştir. İş stresörleri (rol belirsizliği, rol çatışması, aşırı rol yükü ve kişilerarası çatışma) ile duygusal tükenmişliğin; aynı zamanda duygusal tükenmişlikle hizmet telafisi performansı arasındaki ilişkinin incelendiği bu çalışma servis personeliyle yürütülmüştür. Çoklu regresyon analizi sonucu rol belirsizliği ve aşırı rol yükünün duygusal tükenmişliğin öncülleri olarak belirlenmiştir. Ayrıca servis personelinin duygusal tükenmişlik düzeyleri ile hizmet telafi performansları arasında önemli bir negatif ilişki tespit edilmiştir

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Cite This Article

ESSAWY, M. (2022). JOB STRESSORS, EMOTIONAL EXHAUSTION AND SERVICE RECOVERY IN INDEPENDENT QUICK SERVICE RESTAURANTS IN EGYPT: AN EMPIRICAL INVESTIGATION. Advances in Hospitality and Tourism Research (AHTR), Cilt: 4 - Sayı: 1, 1–16. https://ajindex.com/articles/429490

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