Examining job stress and burnout of hotel room attendants: Internal marketing and organizational commitment as moderators |
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Authors: | Chun-Fang Chiang Bang-Zhi Liu |
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Institution: | 1. Department of Tourism Management, Chinese Culture University, Taipei, Taiwanjcf@faculty.pccu.edu.tw;3. Department of Tourism Management, Chinese Culture University, Taipei, Taiwan |
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Abstract: | ABSTRACTHousekeeping 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. |
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Keywords: | Internal marketing job burnout job stress organizational commitment room attendants turnover intentions |
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