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.     

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.     

Moderating effects of gender and organizational level between role stress and job satisfaction among hotel employees

This study investigates the moderating roles of gender and organization level in the relationship between role stress and job satisfaction for hotel employees. A survey instrument that included measures of job satisfaction, role stress (conflict and ambiguity) and demographic information was used to collect information from hotel employees in Republic of Korea. Data from 320 respondents, representing a 64% of response rate, were analyzed. Findings show that the effect of role stress on job satisfaction is significantly stronger for female employees and supervisory employees than male employees and non-supervisory employees. Research implications and suggestions for future research are provided.     

The impact of the challenge and hindrance stress on hotel employees interpersonal citizenship behaviors: Psychological capital as a moderator

This study investigates the relationships between challenge and hindrance stressors and hotel employees’ interpersonal citizenship behaviors (ICB). The study also tests the moderating role of hotel employees’ psychological capital (PsyCap) on the aforementioned relationships. Data were collected from 213 U.S. hotel frontline employees. The results showed that both challenge and hindrance stress had a negative relationship with ICB. PsyCap was found to moderate both relationships. Implications for hospitality researchers and industry practitioners are discussed along with the limitations and suggested avenues for future research.     

Mediating role of job stress between work-family conflict,work-leisure conflict,and employees' perception of service quality in the hotel industry in France

This study investigates the relationships among work-family conflict (WFC), work-leisure conflict (WLC), job stress, and quality of service. This study examines the mediating role of WLC between WFC and job stress. Also, it tests the mediator effect of job stress between WFC, WLC, and quality of service. Data were collected from employees in interaction with customers (648) in the hotel industry in France. The results indicate that WFC and WLC have a positive influence on job stress. The analyses of indirect effects tests based on a bootstrap analysis (Preacher &; Hayes, 2004 Preacher, K. J., &; Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, &; Computers, 36, 717–731.[Crossref], [PubMed] , [Google Scholar]) showed an indirect effect between WFC and job stress. Similarly, the results demonstrated that job stress mediates the relationship between WFC, WLC, and quality of service. The results of the study provide implications for managing employees in the hospitality and tourism industries.     

Intern newcomers’ global self-esteem,overall job satisfaction,and choice intention: Person-organization fit as a mediator

This study examines an integrative mediation model, in which person-organization fit (PO fit) mediates the effects of global self-esteem (GSE) on choice intention (CI) and overall job satisfaction (OJS), respectively. Intern newcomers who just finalized their placement in hospitality and tourism organizations responded to self-completed questionnaires. They were 336 senior undergraduates from two institutes of higher learning in China's Hainan Island. Structural equation modeling results indicated that PO fit mediates the relationship between GSE and CI fully, and between GSE and OJS partially. The study's findings as well as its implications are discussed within the context of newcomers’ organizational socialization, in general, and human resource development practices in the hospitality and tourism organizations, in particular.     

An investigation of the role of justice in turnover intentions,job satisfaction,and organizational citizenship behavior in hospitality industry

The relationship of organizational justice perceptions of hotel employees in North Cyprus with various work-related variables was investigated. A total of 208 employees and their managers filled out questionnaires. It was found that distributive justice tended to be a stronger predictor of all of the study variables compared to procedural justice. Findings suggest that the fairness of personal outcomes that employees receive may have more impact on turnover intentions, job satisfaction and organizational citizenship behavior (OCB) than the perceived fairness of a firm's procedures. It was also found that even though improved job satisfaction seems to be related to OCB, organizational justice seems to be the key factor that has a strong effect on both OCB and job satisfaction.     

Understanding the relationship among motivation to attend,satisfaction, and loyalty of medical convention attendees

The purpose of this study is to examine the relationship among convention attendance, satisfaction, and loyalty of medical convention attendees. The data were compiled after a major medical conference held in Las Vegas in 2015. A total of 1,091 completed surveys were evaluated using structural analysis. The study indicated that attendee's motivation for attendance was significantly different than other studies that utilized different target markets. It was found that motivation impacted satisfaction which in turn influenced desire to attend future conventions. This study also provides discussions and implications for convention research and industry practices.     

The effects of mentoring on role stress,job attitude,and turnover intention in the hotel industry

In response to a dearth of mentoring studies in the hospitality literature, this study develops and tests a research model to investigate the influence of mentoring functions on role stress, job attitude, and turnover intention in the hotel industry. The data were collected from employees who had experienced mentoring programs at super-deluxe hotels in South Korea. This study conceptualized mentoring activity as having three main functions, including career development, psychosocial support, and role modeling. Structural equation model (SEM) analyses were used to explore the statistical significance of the paths between these functions and the main outcome variables. The psychosocial support function showed a significant relationship with all variables in the model (i.e., a positive effect on job satisfaction and organizational commitment, but a negative effect on role conflict, role ambiguity, and turnover intention). The relationships were not significant between the career development function and role ambiguity, between role modeling and role ambiguity, or between role ambiguity and turnover intention. The results will enable a better understanding of the effects of hotel mentoring programs and indicate directions for improving their outcomes. The findings can help hotel managers in developing more effective mentoring programs.     

A conceptualization of the relationships between service quality and visitor satisfaction,and their links to destination selection

Six different conceptualizations of the relationship between visitor satisfaction and service quality have been suggested in the literature. A model is developed which integrates and reconciles these differences. Its central components are recognition of the distinction between quality of performance and quality of experience, and those between individual transactions and global or overall satisfaction and quality. At the transaction level, satisfaction is the affective psychological response to a destination, while service quality is cognitive belief about the destination's features or attributes. Both overall service quality and overall satisfaction are attitudes with cognitive and affective components.     

Event satisfaction,leisure involvement and life satisfaction at a walking event: the mediating role of life domain satisfaction

Given the rising popularity of mass-participant sport, such as walking and running events, research has started to address whether these types of events could promote life satisfaction for participants. Nevertheless, the theoretical link between event participation and life satisfaction has not been fully elaborated. Using bottom-up theory of life satisfaction, this study examined the role of event satisfaction and the three facets of leisure involvement – attraction, centrality and self-expression – in people’s life domain satisfaction and life satisfaction. Participants (N = 236) were recruited from a walking event held in western Japan. The results of the study revealed that event satisfaction had positive, indirect effects on life satisfaction through satisfaction with family life and personal achievement. Attraction in walking also had positive, indirect effects on life satisfaction through satisfaction with family life, personal achievement and social life. In contrast, centrality and self-expression in walking were not associated with satisfaction with any life domains and life satisfaction. Findings from this study highlight the importance of life domain satisfaction in the relationship between event satisfaction, leisure involvement and life satisfaction. These findings also suggest that walking events can promote life satisfaction by providing the enjoyment of walking as physically active leisure.     

Ethics, trust and expectations regarding the treatment of disabled staff within a tourism/hospitality industry context

Whilst it has long been recognized that disabled employees can be the recipients of discrimination in the workplace, occasioned by many factors including physical appearance, relatively little is known regarding the ethical conceptualizations, trust responses and also problem-solving architecture that potential employees bring to such contexts, particularly in service industries such as tourism/hospitality. This study has examined discrimination shown to a disabled hospitality industry employee within an ethical framework, investigating personal ethical beliefs, individual ethical influences upon behaviour and also perceived management problem-solving response influences in the face of disability discrimination. The study has been conducted among a sample of university management students in a major Australian tourism destination, many of whom on graduation would seek employment within the tourism/hospitality industry.Three personal ethical belief types were identified: equity or procedural justice, competence and integrity, with both competence and integrity ethics being regarded as of higher value than equity. Major individual ethical influences included one's own values and also those of the ambient society; the most highly rated perceived management response involved the protection of company image whereas the least expected involved a management perspective focusing on justice of all people involved in the ethical dilemma.The competence ethical belief was found to predict the individual who would be influenced by a legal perspective; the justice for all management perspective was employed as a measure of respondent trust in management, with analyses revealing that the competence ethical belief, the career and societal influences and also gender being found associated with lower levels of trust in management's willingness to respond to disability discrimination in a just manner. The protection of company image as a management response, employed as a measure of mistrust, was associated with integrity personal ethical values, and also with career, societal and own ethical influences upon responses to an incident of disability discrimination. Implications for future research in this domain together with implications for the tourism/hospitality industry are examined.     

Switching intention model development: Role of service performances,customer satisfaction,and switching barriers in the hotel industry

The intricate relationships among core service and service encounter performances, customer satisfaction, and switching barriers in the formation of satisfaction and switching intention were examined in this study. A field survey was conducted at upper-midscale hotels. The results of the structural analysis revealed that both core service and service encounter performances significantly affected customer satisfaction, and satisfaction completely mediated the effects of service performances on switching intention. In addition, findings from the tests for metric invariances indicated that components of switching barriers (switching costs, relational investment, and lack of alternatives’ attractiveness) moderated the relationships between satisfaction and switching intention. In particular, the role of satisfaction derived from service performances in decreasing hotel guests’ intention to switch is greater when they perceive high switching costs, relational investment, and lack of alternatives’ attractiveness. Based on study findings, theoretical and practical implications are identified and discussed.     

Bike-traveling as a growing phenomenon: Role of attributes,value, satisfaction,desire, and gender in developing loyalty

This research was designed to investigate the role of bike-tourism attributes, perceived value, satisfaction, desire, and gender in bicyclers' loyalty generation process. We employed a survey methodology. Using the data collected from members of bicycle clubs in China, we conducted a structural analysis and test for metric invariance. Results showed that our theoretical model explained a sufficient amount of the variance in loyalty; the hypothesized relationships in our research framework were generally supported; and cognitive, evaluative, and motivational processes were significant mediators. Moreover, the proposed moderating impact of gender was partially supported. Overall, our empirical findings make a significant contribution to advancing our knowledge of how product attributes, value, satisfaction, and desire are related and how these relationships are affected by gender in the formation of bicycle travelers' loyalty.     

Examining relationships among perceived benefit,tourist experience and satisfaction: the context of intelligent sharing bicycle

Intelligent sharing bicycle has been a new fashion in China and appeals to more and more tourists. To better understand the experience of tourists traveling on sharing bicycle, this study explored the influence of perceived benefit of sharing bicycle on different perceived experiences, including escape, entertainment, esthetic and educational experiences. The relationships between these experiences and perceived satisfaction were also tested. An effective questionnaire survey was conducted for 296 tourists in Chengdu, China. The results of the study show that perceived benefit significantly relates to all the four dimensions of experience. However, only entertainment and esthetic experience seem to affect tourist satisfaction in this context. The relationship among educational experience, escape experience and tourist satisfaction are insignificant. Theoretical and practical implications of the study results are discussed for further research.     

The destination competitiveness of Kinmen's tourism industry: exploring the interrelationships between tourist perceptions,service performance,customer satisfaction and sustainable tourism

Based upon an empirical investigation, the study draws upon the responses of 1623 tourists in Kinmen to explore the notion of destination competitiveness and how it is related to customer satisfaction with tourists’ perceptions, service performance and destination competitiveness. It also considers the question of destination competitiveness and sustainable tourism development. Variables such as tourists’ pre-visit perceptions, post-visit satisfaction toward destination attractions and resources, willingness to recommend and revisit, and competitiveness with foreign destinations are tested. The results of the study suggest that there is no correlation between tourists’ overall satisfaction and destination competitiveness. Implications of the study outcome illustrate that a destination's unique tourism characteristics can be the most important variables for destination competitiveness. In Kinmen's case, battlefields, historic relics, beautiful scenery and travel security gave it a competitive edge, despite high prices. In addition, developing the destination's brand image was found to be critical for tourism marketers and authorities in the context of increasingly global tourism competition.     

Investigating the moderating effects of service climate on personality,motivation, social support,and performance among flight attendants

As service work becomes more complex and diversified, proactive behaviors become even more critical as determinants of organizational success. This study investigates the moderated mediation and three-way interaction effects that exist in the relationship between the variables ‘proactive personality’ and ‘service performance’. A self-administered questionnaire collected data from 205 flight attendants. Using hierarchical regression analysis, the results show that the relationship between ‘proactive personality’ and ‘service performance’ is moderated by other variables, namely ‘social support’ and ‘service climate’. Another variable ‘intrinsic motivation’ is found to be important when a low ‘service climate’ would otherwise inhibit service performance. The implications of the research findings are provided and discussed.     

Meditation as a kind of leisure: the similarities and differences in the United States

Meditation has been shown to be a cost-effective means to help individuals reduce stress, alleviate anxiety and depression. Similarly, leisure has been found to reduce stress, improve mood and contribute to overall health and well-being. The similarities and differences in outcomes between meditation and leisure suggest that a comparative analysis may determine if and how experiences and outcomes of meditation may be similar to and different from those of leisure and provide deeper insights into the ways in which both can contribute to improved quality of life. The purpose of this study is to examine the similarities and differences in meditation and leisure as perceived by a range of individuals engaging in meditation. Results indicate that meditators experience stress reduction, emotional balance and an enhanced quality of life during both their leisure and meditation. Many of the positive experiences and outcomes derived from meditation render it very similar to leisure. Nevertheless, meditation and leisure also differ in several important ways.     

The influence of self-congruity,perceived value,and satisfaction on destination loyalty: a case study of the Korean DMZ

Destination management organizations have increasingly recognized that destination loyalty provides a strategic competitive edge in tourism. In order to better understand the importance of heritage destinations, this study examined the roles of self-congruity, value perception, and travel satisfaction in the development of loyalty in the Korean demilitarized zone (DMZ) destination context. Data were collected among domestic tourists that had visited the DMZ with tour guides. Results identified that destination loyalty was positively affected by self-congruity and travel satisfaction; travel satisfaction was positively influenced by self-congruity and perceived value; and perceived value was positively influenced by self-congruity. Overall, these findings indicate that the interaction of self-congruity, perceived value, and travel satisfaction to the DMZ is essential in influencing visitors’ destination loyalty.     

Travel insurance: the attributes,consequences, and values of using travel insurance as a risk-reduction strategy

Risk seems all too often to be a travel companion. The purchase of travel insurance is one way to mitigate this, yet only a small body of research has examined consumer decision-making in this context. Using the Repertory Test and Laddering Analysis, this research examines the attributes of travel insurance, the consequences of its purchase and the terminal values that this satisfies. It presents a Hierarchical Value Map which tracks the customer journey. The study contributes to academic knowledge by identifying that not all attributes of travel insurance are brand-controlled and not all values are about reducing risk.