Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation

Mohammed Essawy

EN

Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation

Abstract

In this study, antecedents and outcomes of the frontline employees' emotional exhaustion were examined in the context of independent Egyptian Quick Service Restaurants (QSRs). Frontline employees participated in a survey which investigates the relationships amongst job stressors (role ambiguity, role conflict, role overload and interpersonal conflict) and emotional exhaustion; as well as emotional exhaustion and service recovery performance. The results from multiple regression analyses identified role ambiguity and role overload as the antecedents of emotional exhaustion. A critical negative relationship was also identified between emotional exhaustion and the service recovery performance of frontline employees

Keywords

Job stressors, Emotional Exhaustion, Burnout, Service recovery, Quick Service Restaurants, Egypt.

Details

Primary Language

English

Subjects

-

Journal Section

-

Authors

Mohammed Essawy This is me

Publication Date

May 1, 2016

Submission Date

May 1, 2016

Acceptance Date

-

Published in Issue

Year 2016 Volume: 4 Number: 1

IZ

https://izlik.org/JA59UK95FP

Cite

RIS / Bibtex

APA

Essawy, M. (2016). Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation. Advances in Hospitality and Tourism Research (AHTR), 4(1), 1-16. https://izlik.org/JA59UK95FP

AMA

1.Essawy M. Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation. Advances in Hospitality and Tourism Research (AHTR). 2016;4(1):1-16. https://izlik.org/JA59UK95FP

Chicago

Essawy, Mohammed. 2016. “Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation”. Advances in Hospitality and Tourism Research (AHTR) 4 (1): 1-16. https://izlik.org/JA59UK95FP.

EndNote

Essawy M (May 1, 2016) Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation. Advances in Hospitality and Tourism Research (AHTR) 4 1 1–16.

IEEE

[1]M. Essawy, “Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation”, Advances in Hospitality and Tourism Research (AHTR), vol. 4, no. 1, pp. 1–16, May 2016, [Online]. Available: https://izlik.org/JA59UK95FP

ISNAD

Essawy, Mohammed. “Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation”. Advances in Hospitality and Tourism Research (AHTR) 4/1 (May 1, 2016): 1-16. https://izlik.org/JA59UK95FP.

JAMA

1.Essawy M. Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation. Advances in Hospitality and Tourism Research (AHTR). 2016;4:1–16.

MLA

Essawy, Mohammed. “Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation”. Advances in Hospitality and Tourism Research (AHTR), vol. 4, no. 1, May 2016, pp. 1-16, https://izlik.org/JA59UK95FP.

Vancouver

1.Mohammed Essawy. Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation. Advances in Hospitality and Tourism Research (AHTR) [Internet]. 2016 May 1;4(1):1-16. Available from: https://izlik.org/JA59UK95FP