Work stressors and job outcomes: an empirical investigation of frontline service employees in the Indian hospitality industry

IF 1.6 Q2 Business, Management and Accounting Evidence-based HRM-A Global Forum for Empirical Scholarship Pub Date : 2021-06-28 DOI:10.1108/ebhrm-11-2020-0143
Sajeet Pradhan
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引用次数: 17

Abstract

PurposeThe study aims to investigate the relationship between work stressors (abusive supervision and dysfunctional customer behaviour) and several job outcomes such as service sabotage, job satisfaction and intention to quit among frontline employees in the Indian hospitality industry. It also explores the mediating role of emotional exhaustion explaining the indirect effect between the work stressors and the job outcomes.Design/methodology/approachThis is a multi-wave (data collected at two time points) cross-sectional survey study. In order to test the study hypotheses, the study draws responses from frontline employees working in several hotels and restaurants in India. The final sample of 274 was analysed using SmartPLS and Statistical Product and Service Solutions (SPSS).FindingsResults report that both the work stressors were significantly related to the job outcomes in the direction suggested in the literature. Also, the indirect effect between the work stressors and the job outcomes via emotional exhaustion were found to be significant.Originality/valueThe present study makes two unique contributions to the extant literature; first, it conceptualizes and empirically tests the pernicious impact of multiple work stressors like abusive supervisor and dysfunctional customer behaviour on the job outcomes of frontline hospitality industry employees. Second, it is the only study to investigate the relationship between the two work stressors and service sabotage in the Indian hospitality industry.
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工作压力源与工作结果:对印度酒店业一线服务员工的实证调查
目的本研究旨在调查印度酒店业一线员工的工作压力源(滥用监督和功能失调的客户行为)与几种工作结果(如服务破坏、工作满意度和辞职意向)之间的关系。它还探讨了情绪衰竭在解释工作压力源和工作结果之间的间接影响中的中介作用。设计/方法/方法这是一项多波(在两个时间点收集的数据)横断面调查研究。为了检验研究假设,该研究从印度几家酒店和餐馆的一线员工那里得到了回应。使用SmartPLS和统计产品和服务解决方案(SPSS)对274名最终样本进行了分析。结果显示,这两种工作压力源都与文献中建议的工作结果显著相关。此外,工作压力源与工作结果之间通过情绪衰竭的间接影响也被发现是显著的。原创性/价值本研究对现存文献做出了两个独特的贡献;首先,它概念化并实证测试了多重工作压力源对酒店业一线员工工作结果的有害影响,如虐待主管和功能失调的客户行为。其次,这是唯一一项调查印度酒店业两种工作压力源与服务破坏之间关系的研究。
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来源期刊
CiteScore
2.70
自引率
6.20%
发文量
39
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