- Advances in Hospitality and Tourism Research (AHTR)
- Vol: 4 Issue: 1
- Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in...
Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation
Authors : Mohammed Essawy
Pages : 1-16
View : 10 | Download : 9
Publication Date : 2016-05-01
Article Type : Research
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 employeesKeywords : Job stressors, Emotional Exhaustion, Burnout, Service recovery, Quick Service Restaurants, Egypt.