TY - JOUR
T1 - Effects of organizational/occupational characteristics and personality traits on hotel manager emotional exhaustion
AU - O'Neill, John W.
AU - Xiao, Qu
N1 - Funding Information:
This study is a component of the Hotel Work & Well Being research project, funded by grants from the Alfred P. Sloan Foundation and the National Institutes of Health. The Hotel Work & Well Being project aims to explore work-family issues at multiple levels in the hotel industry through interviews with corporate executives, general managers, department managers, and hourly employees. While different data collection techniques have been applied to different levels of employees, we first interviewed in person hotel general managers who were identified via referrals from an Advisory Council of the Hotel Work & Well Being project, and the American Hotel & Lodging Association. After onsite, face-to-face interviews with 36 full-service hotel general managers, we obtained their support in contacting and surveying the other managers employed in their hotels, i.e., departmental managers. Full-service hotels were the subject of this study because we desired to focus on hotel properties where numerous departmental managers were employed. Other than general managers, departmental managers ranged from hotel executive committee members (such as food & beverage directors) to hourly supervisors (such as front desk supervisors).
PY - 2010/12
Y1 - 2010/12
N2 - Emotional exhaustion is a type of burnout and a state of mental weariness. It is an important issue for hospitality organizations because customer contact employees and hospitality managers function in an environment that is particularly susceptible to the creation of the antecedents of burnout. Further, emotional exhaustion itself is costly to hospitality organizations and individuals because it has been shown to result in depersonalization, detachment, decreased service quality and job performance, and increased turnover. Using a sample of 544 hotel managers from 36 hotels located throughout the United States, this study examines whether emotional exhaustion is a function of organizational and occupational characteristics, including job demands, quality orientation, pressure to produce, and need for "face time." In addition, this study analyzes whether personality traits of the managers themselves, including extroversion and neuroticism, are predictors of emotional exhaustion. This study found emotional exhaustion of hotel managers to be a function of not only job and organizational characteristics, but also personality characteristics.
AB - Emotional exhaustion is a type of burnout and a state of mental weariness. It is an important issue for hospitality organizations because customer contact employees and hospitality managers function in an environment that is particularly susceptible to the creation of the antecedents of burnout. Further, emotional exhaustion itself is costly to hospitality organizations and individuals because it has been shown to result in depersonalization, detachment, decreased service quality and job performance, and increased turnover. Using a sample of 544 hotel managers from 36 hotels located throughout the United States, this study examines whether emotional exhaustion is a function of organizational and occupational characteristics, including job demands, quality orientation, pressure to produce, and need for "face time." In addition, this study analyzes whether personality traits of the managers themselves, including extroversion and neuroticism, are predictors of emotional exhaustion. This study found emotional exhaustion of hotel managers to be a function of not only job and organizational characteristics, but also personality characteristics.
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U2 - 10.1016/j.ijhm.2009.12.004
DO - 10.1016/j.ijhm.2009.12.004
M3 - Article
AN - SCOPUS:77954540317
SN - 0278-4319
VL - 29
SP - 652
EP - 658
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
IS - 4
ER -