Gastroia: Journal of Gastronomy And Travel Research 2602-4144 Çanakkale Onsekiz Mart Üniversitesi 10.32958/gastoria.1801965 Gastronomy Gastronomi Understanding Restaurant Frontline Employees’ Role Overload, Job Stress, Emotional Exhaustion and Work Alienation Restoran Ön Saf Çalışanlarında Aşırı Rol Yükü, İş Stresi, Duygusal Tükenmişlik ve İşe Yabancılaşmayı Anlamak https://orcid.org/0000-0001-8244-5190 Can Ülker BATMAN ÜNİVERSİTESİ https://orcid.org/0000-0002-5200-9256 Kılıçalp Miray 03 31 2026 10 1 79 98 10 12 2025 02 16 2026 Copyright © 2017, Gastroia: Journal of Gastronomy And Travel Research 2017 Gastroia: Journal of Gastronomy And Travel Research

This study was conducted to analyze the relationships between role overload, job stress, emotional exhaustion, and work alienation among frontline employees in the restaurant industry. This study focuses on how job-related characteristics can affect the behavior and attitudes of restaurant frontline employees. Surveys were conducted at 40 casual dining restaurants in Diyarbakır, a city located in southeastern Türkiye. Using convenience sampling method, data were collected from 540 restaurant employees through a survey. Path analysis was conducted within the framework of structural equation modeling to test the hypothesized relationships among the study variables. The findings revealed a significant relationship between role overload and job stress. Additionally, job stress was found to be significantly associated with both emotional exhaustion and work alienation among employees. Furthermore, role overload was directly related to both emotional exhaustion and work alienation. Mediation analyses indicated that job stress partially mediated the relationship between role overload and both emotional exhaustion and work alienation. It is recommended that employees improve their time management and prioritization skills to better manage their workload and role expectations. In addition, strengthening team cohesion and actively using social support networks can be effective in reducing the risk of work alienation and emotional burnout. Furthermore, it is important for industry stakeholders to focus on human resources policies that prioritize employee well-being and stress management to prevent emotional burnout and work alienation.

Bu çalışma, restoran sektöründe ön saflarda görev yapan çalışanların maruz kaldıkları aşırı rol yükü, iş stresi, duygusal tükenmişlik ve işe yabancılaşma düzeyleri arasındaki ilişkileri analiz etmek amacıyla gerçekleştirilmiştir. Çalışma, işle ilgili özelliklerin restoran ön safha çalışanlarının davranış ve tutumlarını nasıl etkileyebileceğine odaklanmaktadır. Araştırma, Türkiye’nin güneydoğu bölgesindeki bir şehirde bulunan 40 adet günlük yemek (casual dining) restoranlarında yapılan anketlerle yürütülmüştür. Kolayda örnekleme yöntemi kapsamında anket tekniği ile 540 restoran çalışanına ulaşılmıştır. Çalışmadaki değişkenler arasındaki varsayılan ilişkileri tahmin etmek için yapısal eşitlik modeli çatısı altında yol analizi gerçekleştirilmiştir. Araştırma bulguları, rol aşırılığı ile iş stresi arasında anlamlı bir ilişki olduğunu ortaya koymuştur. Ayrıca, iş stresi çalışanların duygusal tükenmişlik düzeyleriyle ve işe yabancılaşma eğilimleriyle anlamlı şekilde ilişkilidir. Bununla birlikte, rol aşırılığının hem duygusal tükenmişlik hem de işe yabancılaşma ile doğrudan ilişkili olduğu belirlenmiştir. Yapılan aracılık analizleri ise, iş stresinin aşırı rol yükü ile duygusal tükenmişlik ve işe yabancılaşma arasındaki ilişkide kısmi bir aracılık işlevi gördüğünü ortaya koymuştur. Çalışanların, iş yükü ve rol beklentilerini daha iyi yönetebilmek için zaman yönetimi ve önceliklendirme becerilerini geliştirmeleri önerilmektedir. Bunun yanında, ekip içi dayanışmayı güçlendirmeleri ve sosyal destek ağlarını aktif biçimde kullanmaları, işe yabancılaşma ve duygusal tükenmişlik riskini azaltmada etkili olabilir. Ayrıca sektör paydaşlarının, duygusal tükenmişlik ve işe yabancılaşmayı önlemek amacıyla çalışan refahını ve stres yönetimini önceleyen insan kaynakları politikalarına odaklanmaları önemlidir.

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