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

Year 2016, Volume: 4 Issue: 1, 1 - 16, 01.05.2016

Mohammed Essawy

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.