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

Yıl 2016, Cilt 4, Sayı 1, 1 - 16, 01.05.2016

Öz

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

Yıl 2016, Cilt 4, Sayı 1, 1 - 16, 01.05.2016

Öz

Ayrıntılar

Diğer ID JA59YP99SD
Bölüm Araştırma Makalesi
Yazarlar

Mohammed ESSAWY Bu kişi benim

Yayımlanma Tarihi 1 Mayıs 2016
Başvuru Tarihi 1 Mayıs 2016
Kabul Tarihi
Yayınlandığı Sayı Yıl 2016, Cilt 4, Sayı 1

Kaynak Göster

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 . Retrieved from https://dergipark.org.tr/tr/pub/ahtr/issue/32312/359073


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