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Job Stressors, Emotional Exhaustion and Service Recovery in Independent Quick Service Restaurants in Egypt: An Empirical Investigation
2016
Journal:  
Advances in Hospitality and Tourism Research (AHTR)
Author:  
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

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Advances in Hospitality and Tourism Research (AHTR)

Field :   Sosyal, Beşeri ve İdari Bilimler

Journal Type :   Uluslararası

Metrics
Article : 81
Cite : 54
2023 Impact : 0.22
Details
Advances in Hospitality and Tourism Research (AHTR)