Emotional exhaustion and its consequences for hotel service quality: the critical role of workload and supervisor support

By A. Grobelna. 2020

118 citations recorded by the source corpus.

ABSTRACT This study develops and tests a research model which investigates the impact of workload and supervisor support on emotional exhaustion and analyzes its consequences for critical employee and job-related outcomes, such as affective organizational commitment, intention to leave, and the quality of service performance. A survey instrument was used to collect data from 162 hotel employees in Poland. The study findings confirmed that workload and supervisor support are both significant antecedents of emotional exhaustion, which, in turn, exerts a significant impact on hotel employees’ leaving intention that reduces the quality of service performance. This study also offers useful implications including trainings and emotional management courses to protect hotel employees from emotional exhaustion and maintain committed workforce who are likely to deliver high service quality.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/85e44d6e8a3a4940341854aa41e67a9d52aa48ff