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

Authors : Mohammed ESSAWY

Pages : 1-16

View : 7 | Download : 5

Publication Date : 2016-05-01

Article Type : Research Paper

Abstract :In this study, antecedents and outcomes of the frontline employees` emotional exhaustion were examined in the context of independent Egyptian Quick Service Restaurants insert ignore into journalissuearticles values(QSRs);. Frontline employees participated in a survey which investigates the relationships amongst job stressors insert ignore into journalissuearticles values(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
Keywords : Job stressors, Emotional Exhaustion, Burnout, Service recovery, Quick Service Restaurants, Egypt