Antecedents and consequences of employees’ job stress in a foodservice industry: Focused on emotional labor and turnover intent

Jung, Hyo Sun; Yoon, Hye Hyun

doi:10.1016/j.ijhm.2014.01.007

Cited by 101 publications

(68 citation statements)

References 33 publications

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“…Thus, future research with both larger samples and different hospitality settings are recommended to overcome these limitations and validate the results achieved in this study. Secondly, because all variables were measured through self-reporting questionnaires, the results might have been influenced by a common method bias (Jung & Yoon, 2014). Therefore, although some procedures were taken to minimise this threat, including ensuring anonymity and confidentiality of individual responses, future studies should apply other sources of data collection (e.g.…”

Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

What is Wrong With The Quality of Hotel Service? The Critical Role of Work – Family Conflict and Its Negative Outcomes

Grobelna¹

2018

IJCM

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Background. Hospitality jobs are characterised by long, unsocial working hours, irregular and inflexible work schedules, limited time off, shift work, etc. All these aspects, including changes in customers' needs, create a stressful workplace, where increased demands require more time and energy from employees that "must be" devoted to work related activities instead of family life. Thus, unsurprisingly, hotel employees who try to deliver excellent service and meet high quality standards may be particularly prone to experience work-family conflict, which in turn may lead to very adverse effect for customer service and, as a result, many negative outcomes. Research aims. The aim of the study is to investigate the relationship between work-family conflict and its critical consequences for customer service. The research problem is to find an answer to the questions: 1. is there a relationship between work-family conflict and employees' depersonalisation, which is displayed by treating others (hotel guests) as objects rather that people, through cynical and uncaring attitudes, and 2. may employees' depersonalisation significantly decrease employees' customer orientation and the extra-role customer service. Methodology. The survey instrument was used to collect information from eight hotels in the Pomerania Province (Northern Poland). A total of 130 hotel employees agreed to participate in the study. Key findings. The study results showed that employees who experience high work-family conflict are also more likely to be detached and emotionally callous towards hotel guests, as a result demonstrating lower customer orientation and decreased extra-role service.

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Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

What is Wrong With The Quality of Hotel Service? The Critical Role of Work – Family Conflict and Its Negative Outcomes

Grobelna¹

2018

IJCM

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“…In the restaurant industry, where a person's wage is dictated in large part by the customer, this is part of the job. When emotional labor is inherent in one's work, it can lead to social alienation, negative behaviors and emotions, and high turnover rates 92 . Servers are often subjected to aggression from customers and these interactions were reported as occurring several times a shift and were associated with a lack of emotional regulation; externally servers are expected to appear happy and friendly while internally they may be experiencing the opposite emotions, causing exhaustion and burnout 93 .…”

Section: Occupational Health In Restaurant Workmentioning

confidence: 99%

The health of restaurant work: A historical and social context to the occupational health of food service

Lippert

Rosing

Tendick-Matesanz³

2020

American J Industrial Med

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The United States currently has over one million restaurants, making food service one of the largest workforces and industry sectors in the nation's economy. Historically, concern for the health of early restaurant workers was tied largely to the hygiene of the food and thus the wellbeing of the customer rather than the individuals preparing the food. The landscape of occupational illness and injury that resulted is fraught with some of the starkest health disparities in wages, discrimination, benefits, injuries, and illness seen among US laborers. These disparities have consistently been associated with social class and economic position. Conditions identified during the early years of restaurant work, before the introduction of occupational safety and health protections, persist today largely due to tipped wages, dependence on customer discretion, and the management structure. Research and intervention efforts to control occupational health hazards should be directed toward the socioeconomic and structural roots of health problems among food service workers in the United States. Such efforts have important implications for enhancing worker protections, improving wages, and restructuring working conditions for restaurant and food service workers.They also suggest opportunities for occupational health practitioners and researchers to contribute to system-level change analysis to address centuries-old occupational health challenges still facing one of the largest sectors of workers in the country. K E Y W O R D Sfood service, kitchen, occupational health, restaurant, service industry, United States

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“…The Effect of Organizational Commitment on Employee Performance Employee attitudes and attitudes are assessed based on the direct and indirect impacts they have and how significantly they contribute to overall organizational performance (Jung & Yoon, 2014). In essence, human resources are very important in business organizations due to their direct influence on organizational performance through their relationships with clients in the service industry (Wallace et al, 2011).…”

Section: H4: Compensation Has a Positive And Significant Effect On Ormentioning

confidence: 99%

Effect of empowerment and compensation on performance of honorary employees mediated by organizational commitments

Widyastuti

Riana

2019

irjmis

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The purpose of this study to analyze the influence of empowerment and compensation on employee performance is mediated by organizational commitment. The study was conducted by distributing questionnaires to a sample of 100 honorary employees in regional organizations in Denpasar using the proportionate random sampling method. The analytical method used is Partial Least Square (PLS) analysis. The results of PLS analysis show that empowerment, compensation, and organizational commitment have a positive and significant direct effect on employee performance. Finally, organizational commitment has a positive and significant effect on mediating empowerment and compensation for employee performance. The results of this study imply that empowerment and compensation are important factors in improving employee performance. In addition, the mediating role of organizational commitment can also contribute to improving performance. The management of each regional apparatus organization in Denpasar City needs to pay attention to these matters so that organizational goals can be achieved.

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Antecedents and consequences of employees’ job stress in a foodservice industry: Focused on emotional labor and turnover intent

Cited by 101 publications

References 33 publications

What is Wrong With The Quality of Hotel Service? The Critical Role of Work – Family Conflict and Its Negative Outcomes

What is Wrong With The Quality of Hotel Service? The Critical Role of Work – Family Conflict and Its Negative Outcomes

The health of restaurant work: A historical and social context to the occupational health of food service

Effect of empowerment and compensation on performance of honorary employees mediated by organizational commitments

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