Chinese hotel employees in the smiling masks: roles of job satisfaction,burnout, and supervisory support in relationships between emotional labor and performance

Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee–supervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory support moderated the relationships between emotional labor and job satisfaction and burnout.     

Work–family conflict/family–work conflict,job stress,burnout and intention to leave in the hotel industry in Quebec (Canada): moderating role of need for family friendly practices as “resource passageways”

Abstract

This study examines how the need for family friendly practices contribute in increasing the effects of work–family conflict (WFC) and family–work conflict (FWC) on job stress, burnout, and intention to leave in the hotel industry in Quebce (258 staff). The essential results indicate that the perception of a need for childcare moderates the relationship between FWC, job stress, and burnout. Also, employees wanting to have a compressed workweek and part time measures are exposed to more stress related to WFC/FWC. Finally, the four measures can constitute resources passageways in order to reduce the work-family interference, job stress, burnout and therefore the intention to leave. Theoretically, he results extend this line of theorizing by highlighting the importance of subjective needs for family friendly policies, as ‘resource caravan passageways’, in the work–family interface and job outcome processes. The perception of a desire or need for these measures offers a new understanding of these practices. Practically, identifying who is more sensitive to family friendly measures would enable organizations or employers to allocate supportive resources more adequately by targeting those employees who are most in need of such practices.     

Preventing burnout: the effects of LMX and mentoring on socialization,role stress,and burnout

Halbesleben and Buckley's (2004) review of burnout research suggested a lingering need to examine the relationship between social support and burnout. We address that need by investigating Leader‐Member Exchange (LMX) and mentoring as sources of workplace social support. We used data from 422 employees in a health care setting to test three structural models investigating the direct and indirect effects of LMX, supervisory mentoring, and nonsupervisory mentoring on organizational socialization, role stress, and burnout. Results suggest that high‐LMX supervisors and nonsupervisory mentors serve as resources that minimize emotional exhaustion through increased socialization and decreased role stress. This study advances the literature on burnout by clarifying the effects of different types of social support in reducing burnout. © 2009 Wiley Periodicals, Inc.     

When workplace ostracism leads to burnout: the roles of job self-determination and future time orientation

Abstract

Given that ostracism is a common occurrence in the workplace, scholars and practitioners alike have identified its range of negative effects. This study aims to examine the association between workplace ostracism and burnout level as well as the moderating effects of job self-determination and employees’ future time orientation, using a survey questionnaire. This was completed by a total of 248 employees from a hotel group. We hypothesized that: (a) workplace ostracism was positively associated with burnout; (b) this positive relationship was contingent upon job self-determination such that the relationship was weaker for higher, rather than lower, job self-determination; and (c) the positive relationship was also contingent upon employees’ future time orientation such that the relationship was weaker for employees who have higher, rather than lower future time orientation. Results confirm all three hypotheses.     

基于JDC、自我效能感与工作绩效的工作压力扩展模型

工作压力的产生与形成,不仅取决于工作要求与控制的交互作用,个体的自我效能感也将通过影响工作控制与工作要求的匹配程度而导致个体不同程度的压力;同时,自我效能感又是预测个体工作绩效的重要变量。因此,传统的JDC模型应充分考虑个体自我效能感。对于组织而言,可采取个体压力认知重建、压力应对技能培训、工作丰富化、个体参与管理等措施来改变个体自我效能感水平,继而有效降低个体压力并提高组织绩效。     

员工工作压力下工作投入的干预模型研究——基于积极心理学的视角

工作投入在近30年已成为人力资源管理实践关注的热点,但现有对处于工作压力状态下,员工工作投入进行干预的研究在国内外还处于起始阶段。本文分析了工作压力、应对策略与工作投入与工作倦怠之间的关系,从积极心理学角度提出员工工作投入的干预模型,并对增进员工工作投入提出相应改进措施。     

Causes of newspaper firm employee burnout in Korea and its impact on organizational commitment and turnover intention

This study assesses the degree of burnout among newspaper firm employees in Korea and investigates the causes and consequences of this phenomenon. A survey of reporters and non-reporting staff members from the 10 national daily newspaper firms in South Korea indicates that employees suffer from burnout. In particular, respondents claimed to have experienced a higher level of exhaustion than cynicism and a diminished sense of professional efficacy. Overload, a non-autonomous, non-supportive work environment, and dissatisfaction with the work itself, level of pay, co-workers, supervisors and promotion opportunities were also contributing factors. As a result of burnout, employees reported diminished commitment to the organization and increased turnover intention.     

What motivates employees? A comparison of US and Chinese responses

Differences in culture, history, economy, and political and management systems may lead to differences in employee job attribute preferences across countries. To the extent that this is true, managers and designers of motivation systems must understand the preferences of local employees. This study provides information on the job attribute preferences of Chinese employees at a major international hotel in Shanghai. Employee preference data were compared to published results from other nations. The pattern of preferences in China was unique compared to Russia, Taiwan and the United States. Chinese employees felt that good wages were most important, followed by good working conditions and personal loyalty from the boss and organization. Interesting work was relatively unimportant, especially to older employees, and 'being in on things' was not at all important. Supervisors at the hotel also provided information on the preferences which they believed characterized their subordinates. Unlike US managers who often badly misperceive the preferences of their US subordinates, Chinese supervisors accurately reported their subordinates' preferences. Expatriates in the hotel were much less accurate in ranking local subordinate preferences. Implications for motivating and managing Chinese employees are discussed.     

Reducing burnout in call centers through HR practices

Previous research on call centers has demonstrated that human resource (HR) practices can be related to employee stress; however, these studies did not examine the linking mechanisms underlying these associations. Using the job demands–control (JD‐C) model as a theoretical framework, we examine perceived job demands (namely, emotional dissonance and quantitative demands) and autonomy as potential mediators in the relationship between HR systems and burnout (exhaustion and cynicism). We distinguish between HR control systems, which include performance monitoring practices, and HR involvement systems, which include training, participation, and performance‐related pay. This study samples 811 employees working in 11 call centers. Our findings support the idea that HR systems can help reduce burnout in call centers by verifying that HR control systems associated with more emotional dissonance and less autonomy increase burnout. On the other hand, an HR involvement system decreases workers' burnout because it alleviates the job demands of emotional dissonance and quantitative demands. This study fills a gap in the literature between HR systems and burnout by demonstrating the role job demands and autonomy play in explaining how HR systems improve or decrease workers' exhaustion and cynicism. © 2010 Wiley Periodicals, Inc.     

Supervisors and Presenteeism: How do Supervisors Accommodate and Support Skilled Workers with Chronic Health Concerns?

There is a broad literature linking social support to health, which includes evidence that social support from supervisors is positively associated with worker health. In addition, once workers experience a health concern, supervisors may play a key role in supporting workers, keeping them on the job despite health issues. However, there are few studies that investigate the day-to-day strategies supervisors utilize to support their workers and help them stay on the job despite health concerns. The study presented in this paper addresses this gap. Thirty-two supervisors from three companies were interviewed about their experiences supporting and accommodating skilled workers during flare-ups of a health condition. A grounded theory approach was used to analyze the text data and identify themes. Three key themes emerged from the data: 1) workplace policies provide the structure for mutual problem solving; 2) communication skills and existing relationships increase supervisor effectiveness; and 3) strategies were aimed at individual, interpersonal, and institutional supports. Supervisors regularly interact with workers to support and accommodate episodes of illness or pain. While supervisors employ novel and effective strategies, there is an opportunity to improve the range of strategies, better understand and utilize company policies, and facilitate appropriate communication about worker health concerns.     

饭店业工作要求对员工工作态度的影响研究——JD-R模型在中国饭店业情境下的验证

如何缓解饭店业员工工作压力、提高员工工作满意度和降低其离职意向,已成为业界与学界共同关注的焦点。本文运用6家饭店271份调查问卷结果,采用PASW18.0多元调节回归分析对工作要求-资源模型(JD-R)进行了验证,结果表明:工作要求和工作资源都分别对工作态度具有主效应;工作控制没有在工作要求即员工工作态度间起调节作用;一般自我效能仅在超负荷工作量-工作满意度、人际冲突-离职意向间起调节作用。此研究结论对饭店业人力资源管理实践具有一定启示意义。     

Examining relationships between director leadership practices and manager worklife and burnout

Managers are subject to high stress and burnout in their demanding roles, so addressing their worklife and level of burnout is important to retain leadership in healthcare organizations. The purpose of this study was to examine the relationship between the observed leadership style of directors and the worklife and burnout of healthcare managers. A secondary analysis of data from 176 leaders in five different managerial cohorts within a provincial cancer agency was conducted using multiple regression and MANCOVA analysis. The study used data collected from the Worklife Improvement and Leadership Development study in 2006, the Kouzes and Posner Leadership Practices Inventory, the Maslach Burnout Inventory, and the Areas of Worklife Survey. Findings indicate the importance of transformational leadership styles to empower managers. Directors may improve the worklife of managers by using transformational leadership practices to address the amount of control and appropriateness of rewards to positively influence the job satisfaction of managers.     

Deciding to leave but staying: teacher burnout,precursors and turnover

Changing jobs or professions, which is one reported behavioural outcome of teacher burnout (Lee and Asforth, 1990), is a logical method of escape. Unfortunately, large percentages of teachers who suffer burnout remain in their positions (Jackson et al ., 1986; Watts and Short, 1990) and may negatively affect the educational process. If the potential negative effects of burnout are to be avoided, it is necessary to identify behaviours that may serve as precursors to burnout. A model is presented here that incorporates a direct comparison between an employee's capacity and job demands (Jaques, 1961). The behaviours resulting from these comparisons are unique and may serve as precursors to the more intense attitudinal and behavioural outcomes associated with burnout (Cherniss, 1980a, 1980b; Maslach and Jackson, 1981, 1986). In addition, each unique behaviour (Jaques, 1961) represents an opportunity to manage turnover better and to intervene in the burnout process.     

注册会计师职业倦怠“工作要求-资源”模型及其应用——基于资源保存理论的视角

职业倦怠是困扰注册会计师行业的现实难题之一。本文从注册会计师职业的特点出发,基于资源保存理论的视角,对已有的"工作要求-资源"模型进行修正,初步构建了注册会计师职业倦怠的"工作要求-资源"模型,全面解读了注册会计师职业倦怠的发展过程和作用机理,探讨了"工作要求-资源"模型如何应用于注册会计师职业倦怠的干预。     

饭店业员工工作压力与工作满意度关系的实证研究

本文以浙江省6家高星级饭店271名员工为调查对象,采用SPSS18.0的层级回归方法,从性别和职位的研究视角探讨该方法在饭店业工作压力(工作要求和人际冲突)与员工工作满意度之间的作用。研究结果表明:工作要求和人际冲突都分别与工作满意度有显著负相关关系;性别与职位在工作要求与员工工作满意度之间起到调节作用,但没有发现二者在人际冲突与工作满意度之间有调节影响。本研究结论对饭店业人力资源管理实践具有启示作用。     

基于辱虐型领导视角的强制性公民行为研究

强制性公民行为是员工因感受到来自主体、客体及环境的压力,被迫表现出来的一种非自发性公民行为。它的出现将增加员工的工作压力和疲惫感,提高员工的离职意愿,降低工作满意度和工作绩效。组织中常通过强制性说服、角色定义、刻意追求OCB三种辱虐型领导方式形成强制性公民行为。     

Leader–member exchange and strain: a study of job demands and role status

High‐quality supervisor–subordinate relationships, measured as leader–member exchange (LMX), can either reduce or intensify subordinates' job strain. We examined LMX effects on job demands and strain in junior and senior role nursing dyads in a sample of five UK hospitals. LMX reduced job demands and strain for junior subordinates, but for senior subordinates both low‐ and high‐quality LMX lead to greater strain, indicating a curvilinear relationship between LMX and strain. We found no buffering effect of LMX between job demands and strain. The article discusses the role of supervisors in controlling potential job stressors for employees and implications for stress management in large, complex workplaces.     

基于职业倦怠现象探析我国民营企业文化的构建

近几年我国民营企业员工自杀事件频发,职业倦怠现象严重,让人不得不深思。职业倦怠很多情况下是企业文化和员工自身因素双重影响的结果。二十一世纪,我国民营企业在进一步发展中企业文化缺失方面的问题越来越突出。本文运用人力资源管理、管理学相关理论,从企业文化建设角度来分析如何减少民营企业员工职业倦怠、降低企业运营成本,进而促进民营企业的可持续发展问题,并给出了民营企业文化建设的优化方案。     

A reassessment of the relationship between job specialization,job rotation and job burnout: example of Taiwan's high-technology industry

This study applies the concept of job specialization and job rotation based on early principles of job design in solving employees' perception of job burnout, using employees of Taiwan's high-technology industry as targets for re-examination. In past management systems of traditional industries, job rotation was adopted to address employees' feelings of monotony, boredom and fatigue as a result of job simplification and specialization. However, with the advancement of technology, shortening of technical life cycles and changes in job characteristics, the relationship between job rotation, job specialization and job burnout is now different from in the past. The results from 304 valid samples collected from employees of Taiwan's high-technology industry reveal that the adoption of job specialization in high-tech industry in fact raises professional efficacy and reduces employees' feeling of job burnout, which is opposed to the benefits of job design purported in past management systems. Therefore, this paper seeks to re-examine the relationship between the three variables. By implementing job rotation or job specialization systems as means to address issues related to employees' job burnout, organizations should not only consider the benefits to job management, but also adjust according to technology and environmental changes. Only by doing so could organizations release the maximum potential from human resources management systems.     

Expatriate stress and burnout

With rapid globalization, multinational firms are sending a growing number of employees on foreign assignments. A growing body of research attests to the interest in the stress experienced by these expatriates. The current study focused on a subject rarely addressed in expatriate stress research, namely burnout. Its goals were to demonstrate: (1) the relevance of burnout to expatriates; (2) the difference between stress and burnout; (3) the role played by the perceived importance of expatriates' work; (4) the relevance of existential theory as a theoretical backdrop. The study included 233 Israeli expatriates who responded to a questionnaire. Findings revealed high level of stress, low level of burnout and very high perceived work importance. Hierarchical regression showed that importance moderated the effect of stress on burnout. There were differences between the correlates of stress and burnout, especially work importance, which was negatively correlated with burnout and positively correlated with stress.