Emotional Exhaustion Among Hotel Employees

Hospitality employees inevitably face emotional exhaustion when performing their jobs.

The purpose of this study was to investigate dispositional antecedents of hospitality employees’ emotional exhaustion, including self-instability, pessimism, and affect variability, and how employees’ affect variability mediates the relations between self-instability and pessimism and emotional exhaustion.

In addition, we explored the moderating role of positive work reflection on the relation between affect variability and emotional exhaustion.

A total of 224 frontline employees in 18 four- and five-star hotels responded to surveys about their emotions and work lives.

The findings suggest that

(a) emotional exhaustion was influenced by affect variability,

(b) affect variability mediated the relations between self-instability and pessimism and emotional exhaustion, and

(c) the relation between affect variability and emotional exhaustion was weakened by positive work reflection.

The results highlight the importance of potential low-cost and easily trainable interventions that could help in attenuating the negative effects of highly variable emotions and the resulting exhaustion that are prevalent in the hospitality industry.

This research is among the first to examine the dispositional antecedents of emotional exhaustion, and the first to highlight the role of positive work reflection as a moderating variable that can buffer the negative effect of affect variability on emotional exhaustion.

The article will be published on August, 1st 2018 in the issue. Study was made by Shi Xu from University of Surrey, Guildford, UK, Larry R. Martinez from Portland State University, Hubert Van Hoof from Portland, USA, Pennsylvania State University, University Park, USA.

Faithfully Yours,

La Classe team


TAILOR-MADE TRAINING

Intercultural training

Hospitality

The operational standard

An anti-crisis solution

INFORMATION

Who are we

Names and titles

Polite formulas

Our privacy policy

Blog

Contact

© 2016 by La Classe

Any reproduction or representation of the site in part or in whole (texts, graphics, designs, logos and photos) is prohibited without the written consent of La Classe and would constitute an infringement punishable by articles L. 335-2 and following of the Code. of Intellectual Property.

 

Winter Palace

98000 Monaco

Call us: +33 (0) 6 21 49 96 74

Write us: info@monacolaclasse.com

As a training organization approved by the FEDEM for reception techniques, Monegasque companies can benefit from a Government retrocession of 30% on the total amount excluding VAT.

Contact us and we will send you all the necessary documents.