ABSTRACT

This study develops and tests a research model which investigates the impact of workload and supervisor support on emotional exhaustion and analyzes its consequences for critical employee and job-related outcomes, such as affective organizational commitment, intention to leave, and the quality of service performance. A survey instrument was used to collect data from 162 hotel employees in Poland. The study findings confirmed that workload and supervisor support are both significant antecedents of emotional exhaustion, which, in turn, exerts a significant impact on hotel employees’ leaving intention that reduces the quality of service performance. This study also offers useful implications including trainings and emotional management courses to protect hotel employees from emotional exhaustion and maintain committed workforce who are likely to deliver high service quality.

摘要

这项研究开发并测试了一个研究模型，该模型调查了工作量和主管支持对情绪疲惫的影响，并分析了其对关键员工和与工作相关的结果（如情感上的组织承诺，离职意向和服务绩效的质量）的后果。一项调查工具被用来从波兰的162名酒店员工中收集数据。研究结果证实，工作量和上司的支持都是情绪疲惫的重要先决条件，这反过来又对酒店员工的离职意图产生了重大影响，从而降低了服务质量。