Investigating the effects of job demands and job resources on cabin crew safety behaviors

Cabin crews are crucial to the cabin safety performance of airlines, and may enhance air travel safety and alleviate passenger concerns. Within the limited literature devoted to cabin crew related research, this study aims to examine the causal relationships among “job demands”, “job resources” and cabin crew safety behaviors. Data from a survey of 339 flight attendants working for Taiwanese international airlines were analyzed using structural equation modeling. A variety of fit indices confirmed the overall model fit, and all the paths in the model were statistically significant. Framed in the context of the job demands-resources model, the results reveal negative causality between “job demands” and “cabin crew safety behaviors”, whereas “job resources” are positively related to “upward safety communication”, “in-role” and “extra-role” safety behaviors. The implications of the results for practitioners and future research are discussed.     

Examining job stress and burnout of hotel room attendants: Internal marketing and organizational commitment as moderators

ABSTRACT

Housekeeping is a support department that helps provide and support quality service and products for hotel customers. Room attendants, however, face as much job stress as other staff. Therefore, this study examines the causal relationships among job stress, job burnout, and turnover intentions, while also verifying internal marketing and organizational commitment as moderators for the effect of job stress on burnout. Study results indicate that room attendants who suffer job stress do have higher job burnout, which, in turn, affects their turnover intentions. Further, internal marketing and organizational commitment significantly moderates job stress and job burnout.     

Burnout and Service Employees' Willingness to Deliver Quality Service

ABSTRACT

Employees are vital for enhancing customer satisfaction and loyalty in service organizations because their proactive involvement is an essential part of delivering the services offered. With the recent rapid growth of tourism in the Macau SAR, service employee workloads are clearly increasing, and consequently one would expect that the incidence of job burnout is rising. This study uses the well-known Maslach Burnout Inventory (MBI) to investigate the relationship between service employees' burnout and their willingness to deliver quality services. Self-administered questionnaires from 110 operational staff in three hotels in Macau have been analyzed. The results indicate that job burnout reduces staff's willingness to deliver quality services and that this effect is moderated by individual staff's level of affective organizational commitment, and their perceptions of the extent of organizational and supervisor support provided by the organization. Based on these results, practical managerial strategies to improve service performance are identified.     

Consumer aggression and frontline employees’ turnover intention: The role of job anxiety,organizational support,and obligation feeling

In the hospitality industry, frontline employees' turnover poses a challenge because it involves immense human and financial costs. This study innovates by investigating the impact of consumer aggression on frontline employees' turnover intention using conservation of resources and social exchange theories. A survey conducted with 300 frontline employees working for 15 hotels confirms that (1) their job anxiety mediates the relationship between their perceived consumer aggression and their intent to quit; (2) their perceived organizational support reduces the positive relationship between their perceived consumer aggression and their job anxiety; and (3) their felt obligation reduces the positive relationship between their job anxiety and their intent to quit. We discuss managerial implications, limitations, and future research directions.     

Transformational leadership and employee performance: The role of identification,engagement and proactive personality

This study investigates the underlying mechanisms and boundary conditions that explain the relationship between transformational leadership and frontline employee performance. Specifically, it explores the mediating role of organizational identification and work engagement in the relationship between transformational leadership and job performance and organization-directed citizenship behaviors. Additionally, it examines whether proactive personality moderates the effect of transformational leadership on identification and engagement. Data from 323 frontline hotel employees were analyzed using partial least square regression. Results show that identification and engagement fully mediate the relationship between transformational leadership and organizational citizenship behaviors, whereas engagement partially mediates the link between transformational leadership and job performance. Results indicate a sequential mediation effect of identification and engagement on employee performance. Finally, findings show that proactive personality strengthens the effect of leadership on identification and engagement. The study provides information for hotel managers about why and under what circumstances employees perform the way they do.     

Disentangling organizational commitment in hospitality industry: The roles of empowerment,enrichment, satisfaction and gender

This Paper identifies how the motivational strategies of empowerment and enrichment affect on the organizational commitment of hotel staff, and how the job satisfaction mediates in these relationships. We applied a Structural Equations Modeling to a sample of 257 front line hotel employees from Madrid, of which 144 were men and 113 were women. Our results provide evidence about several contributions: first, employees empowerment significantly grows job enrichment and organizational commitment; second, job enrichment increase workers’ satisfaction and commitment; third, job satisfaction enhances organizational commitment; fourth, job enrichment plays a mediating role between empowerment and both satisfaction and organizational commitment; fifth, satisfaction mediates between enrichment and commitment; finally, gender moderates the relationship between enrichment and commitment.     

The moderating roles of job control and work-life balance practices on employee stress in the hotel and catering industry

This study investigated the relationships among job stressors, coping resources, and job stress. Data were collected from food service employees (n = 255) in the hotel and catering industry. Hierarchical regression showed main significant effects of job demands and job control and three-way (job demands × job control × work-life balance practices) interactions on job stress. The results further demonstrated that high job demands coupled with low job control and the availability of work-life balance practices resulted in a higher level of stress. Implications for Karasek's job demand–control model, managerial practice and future research are provided.     

Domestic migrant workers in China's hotel industry: An exploratory study of their life satisfaction and job burnout

This study investigated job burnout and life satisfaction among domestic migrant workers in economy hotels in China. The results revealed that two dimensions of job burnout, emotional exhaustion and depersonalization, have significant influence on domestic migrant workers’ life satisfaction. Life satisfaction between domestic migrant workers and local workers was different. Theoretical discussion and practical implications were presented.     

Job demands–job resources (JD-R) model,work engagement,and well-being of cruise ship employees

This research aims to shed new light on peculiar on-board working conditions by adopting the widely recognized and well-established job demands–job resources theory and extending its model to the work engagement and well-being of cruise ship employees. Cross-sectional survey and partial least squares path modeling tool are used. Results confirm that job demands negatively affect cruise ship employees’ well-being. This finding is important because it demonstrates how the negative effect of job demands on work engagement is buffered by cruise ship employees’ individual strategies such as coping, recovery from work-related effort, and optimization and compensation. By contrast, job resources positively affect work engagement and well-being, and work engagement exerts a positive effect on well-being. This study successfully consolidates the literature on job demands, job resources, work engagement, and well-being to determine the complex essence of the work engagement and well-being of cruise ship employees.     

Sexual harassment and proactive customer service performance: The roles of job engagement and sensitivity to interpersonal mistreatment

This study examines the relationship between sexual harassment (SH) and proactive customer service performance (PCSP) by focusing on the mediating role of job engagement and the moderating role of sensitivity to interpersonal mistreatment. Drawing on the conservation of resources theory, we propose that SH reduces job engagement and PCSP, and that individuals who are highly sensitive to interpersonal mistreatment are more vulnerable to SH. Using time-lagged data collected from 209 female employees of 18 hotels in China, we find that: (1) SH is negatively related to PCSP; (2) SH negatively affects PCSP via job engagement; and (3) sensitivity to interpersonal mistreatment strengthens the direct effect of SH on job engagement and its indirect effect on PCSP via job engagement.     

Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor

Despite its strong theoretical relevance with emotional labor, employees’ ability to understand and regulate emotions (i.e., emotional intelligence, EI) has seldom been studied, especially how it affects hotel employees responding to the firm's display rules (i.e., emotional labor) and experiencing burnout and job satisfaction. Thus, this study investigated direct and indirect effects of employees’ EI on two different forms of emotional labor (i.e., emotional effort: EE; emotional dissonance: ED): burnout and job satisfaction. Data were collected from 309 customer-contact hotel employees and managers in the United States. Results of structural equation modeling showed that EI had a direct, positive effect on EE and personal accomplishment and a direct, negative effect on ED and depersonalization. EI was also found to indirectly affect job satisfaction and emotional exhaustion through the mediating roles of personal accomplishment and ED, respectively. Additionally, ED was found to directly affect depersonalization and indirectly affect job satisfaction through emotional exhaustion while EE directly affects personal accomplishment and indirectly affects job satisfaction through personal accomplishment. Finally, personal accomplishment was found to mediate the depersonalization–job satisfaction relationship. Managerial implications for human resource practices are provided.     

Work–leisure conflict and its associations with well-being: The roles of social support,leisure participation and job burnout

In hospitality and tourism industries employees, work–leisure conflict (WLC) resulting from job characteristics can affect work attitudes and personal life. This study revealed that social support has moderating effects on the relationships among work–leisure conflict, leisure participation, job burnout and well-being. Partial Least Squares (PLS) analysis of 488 valid questionnaires collected from a sample of employees in the hospitality and tourism industries showed that (1) WLC positively affects job burnout and negatively affects leisure participation and well-being; (2) leisure participation is positively associated with well-being, but burnout is negatively associated with well-being; (3) leisure participation and job burnout have mediating roles in the full model; (4) social support is a moderator in the full model. The analytical results of the study provide a reference for managing employees in the hospitality and tourism industries.     

The Effects of Job Demands,Job Resources and Intrinsic Motivation on Emotional Exhaustion and Turnover Intentions: A Study in the Turkish Hotel Industry

ABSTRACT

This study develops and tests a model which investigates the simultaneous effects of job demands, job resources, and a personal resource (intrinsic motivation) on emotional exhaustion and turnover intentions. Frontline hotel employees in Ankara, Turkey serve as the study setting. Among others, results show that job demands (role conflict and role ambiguity) trigger frontline employees' emotional exhaustion and turnover intentions. Job resources (supervisory support, training, empowerment, and rewards) and intrinsic motivation reduce emotional exhaustion. Implications of the findings are discussed and directions for future research are offered.     

Are social media bad for your employees? Effects of at-work break activities on recovery experiences

Since social media has become a fundamental part of the daily activities of people, the purpose of this study was to explore social media use by focusing on job demands that may explain why employees perceive social media are vital for them at work. Further, this study seeks to understand how employees use social media at work to experience recovery. Questionnaires were collected from current frontline hospitality non-managerial and managerial employees in the United States. Structural equation modeling was employed to analyze data. Results of the study confirm that at-work break activities including social and non-media break activities can be a channel for employees to experience recovery and deal with job demands. Moreover, the results suggest that at-work break activities are an important mediator between job demands and recovery experiences. Social media break activities also moderated the mediation effect of non-social media break activities between job demands and recovery experiences.     

Job Characteristics and Job Design in Table-Service Restaurants

ABSTRACT

This study assessed the relationships of job characteristics, job satisfaction, and job performance in a sample of 315 table service restaurant employees. Results demonstrate the job characteristics to be reliable constructs, and that the sample perceived them to exist at varying levels in their jobs. Multiple measures of job satisfaction are reported and compared. Perceived job characteristics do appear to influence job satisfaction, but demonstrate only a very limited relationship with job performance. Recommendations are suggested for job design or job redesign that may enhance satisfaction and performance.     

Workplace Deviant Behavior and Its Demographic Relationship Among Taiwan's Flight Attendants

ABSTRACT

Employees' workplace deviant behaviors prevail in organizations, yet relevant studies are insufficient. The purpose of the study is to identify the pattern and extent of workplace deviant behavior among flight attendants and examine the relationship between demographic characteristics and this behavior. Survey data collected from 303 flight attendants in Taiwan shows that workplace deviant behavior can be categorized into three dimensions: organizational deviance toward organization, organizational deviance toward work and interpersonal deviance. In particular, gender and airlines make a significant difference in organizational deviance toward organizations. Implications of these findings and suggestions for future research are also discussed.     

Antecedents and consequences of job satisfaction in the hotel industry

The purpose of this study is to investigate the antecedents (i.e., role ambiguity and conflict, burnout, socialization, and work autonomy) and consequences (i.e., affective and continuance commitment, absenteeism, and employee turnover intention) of employee job satisfaction. Data obtained from a sample of 671 respondents drawn from 11 international tourist hotels in Taiwan were analyzed with the LISREL program. According to the results, role conflict, burnout, socialization, and work autonomy, but not role ambiguity, significantly predicted job satisfaction. In addition, job satisfaction significantly contributed to psychological outcomes in terms of organizational effectiveness (i.e., greater affective and continuance commitment and lower employee turnover intentions).     

Hotel job burnout: The role of personality characteristics

In hospitality and tourism academia, most research focuses on the work domain as a major source of hospitality job stress, with little attention given to employee characteristics. This study examines the effect of the Big Five personality dimensions (extraversion, agreeableness, conscientiousness, neuroticism, and openness to experience) on hotel employees’ job burnout. After controlling for two commonly known job burnout antecedents (autonomy and quantitative workload), study results indicate that personality attributes explain significant proportions of three job burnout factors. The most noteworthy finding is the predictability of the agreeableness trait in hotel employees’ job burnout. Because of the mixed results reported on the relationship between this trait and job stress in other disciplines, more vigorous future research is recommended to validate the value of this personality to the hospitality industry.     

Effects of organizational/occupational characteristics and personality traits on hotel manager emotional exhaustion

Emotional exhaustion is a type of burnout and a state of mental weariness. It is an important issue for hospitality organizations because customer contact employees and hospitality managers function in an environment that is particularly susceptible to the creation of the antecedents of burnout. Further, emotional exhaustion itself is costly to hospitality organizations and individuals because it has been shown to result in depersonalization, detachment, decreased service quality and job performance, and increased turnover. Using a sample of 544 hotel managers from 36 hotels located throughout the United States, this study examines whether emotional exhaustion is a function of organizational and occupational characteristics, including job demands, quality orientation, pressure to produce, and need for “face time.” In addition, this study analyzes whether personality traits of the managers themselves, including extroversion and neuroticism, are predictors of emotional exhaustion. This study found emotional exhaustion of hotel managers to be a function of not only job and organizational characteristics, but also personality characteristics.     

Perceived stress as a moderator of perfectionism,burnout, and job satisfaction among the millennial service workforce

The purpose of this study was to examine if perceived stress moderated the relationship between both adaptive and maladaptive perfectionism and two main outcomes, job satisfaction and burnout, among a sample of 131 Millennials in the hospitality industry. Millennial students enrolled in various hospitality management programs in the United States and employed at least part-time in the hospitality industry completed self-administered questionnaires on their perfectionism, perceived stress, job satisfaction, and three subtypes of burnout (personal, work-related, and customer-related). The results of this study indicated that while perceived stress did not have a moderating effect in regards to either dimension of perfectionism and job satisfaction, perceived stress did moderate the relationship between adaptive perfectionism and all three subtypes of burnout. The implications for hospitality employees with high levels of adaptive perfectionism are discussed.