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
Job stressors Emotional Exhaustion Burnout Service recovery Quick Service Restaurants Egypt.
Diğer ID | JA59YP99SD |
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Bölüm | Araştırma Makalesi |
Yazarlar | |
Yayımlanma Tarihi | 1 Mayıs 2016 |
Gönderilme Tarihi | 1 Mayıs 2016 |
Yayımlandığı Sayı | Yıl 2016 Cilt: 4 Sayı: 1 |