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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

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

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

Abstract

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Details

Other ID JA59YP99SD
Journal Section Research Article
Authors

Mohammed Essawy This is me

Publication Date May 1, 2016
Submission Date May 1, 2016
Published in Issue Year 2016 Volume: 4 Issue: 1

Cite

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.


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