Factors causing work related stress in the Hospitality Sector: A study of employees in three star hotels in Dehradun Region
DOI:
https://doi.org/10.51611/iars.irj.v7i1.2017.65Keywords:
Hospitality, Hotel Management, Stress Management, Service DeliveryAbstract
Hotels are an important component of the hospitality sector as every tourist wants a comfortable and secure stay. Customers rate a tourist destination according to the performance of the hotels. The workforce of a hotel plays an important role in satisfying a customer. But the workforce is highly stressed because of a number of factors pertaining to the hotel industry. This paper aims to identify the factors causing work related stress among hotel employees. Descriptive research method was used to identify the factors causing stress and technique of factor analysis is applied. Findings of the study identified Work load, Control over work, Role clarity, Interpersonal relations Managerial Support and Organizational Policies as six major factors causing stress among employees in the hotel industry. The findings of the paper are a guideline for the hotels to bring about modifications in these factors and hence improve mental well-being of their workforce.
Key words: Hospitality, hotels, work related stress, service delivery.
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References
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[30]. Lee,I.,& Wang, Η.Η (2002) Perceived occupational stress and related factors in community nurses. Journal of Nursing Research 10: 253-260.
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[35]. Nuanghu, K.P & Bula, H, O (2015) Relationship between work stress and performance of employees: A case study of Transit Hotel in Nairobi City County, Archives’ of Business Research Vol.3, No.6
[36]. O’Neill, J., & W.D. Kelly. (2011). Work stress and well-being in the hotel industry. International Journal of Hospitality Management, (30), 38-47.
[37]. Padmakumar, R., Swapna, B., & Gantasala, V. (2011). Work environment, service climate and customer satisfaction: Examining theoretical and empirical connections. International Journal of Business and Social Sciences, 2, 121-132
[38]. Pathak, D. (2012). Role of perceived organizational support on stress- satisfaction relationship: An empirical study. Asian Journal of Management Research, 3 (1), 153-177
[39]. Paul, E, S. (2002). Cross national differences in relationships of work demands, job satisfaction, and turnover intentions with work family conflict, Personnel Psychology. 60,805-835
[40]. Pulak,M .(2012), Beat that stress, Express Hospitality.pA-1.Retrieved from: http://hospitality.financialexpress.com/20120615/life01.shtml
[41]. R, Eisenberger., & F, Stinglhamber. (2011) Perceived organizational support: fostering enthusiastic and productive employees, American Psychological Association, Washington, DC, USA, 2011. View at Publisher · View at Google Scholar
[42]. Ruyter, K., Wetzels, M., & Feinberg, R. (2001). Role stress in call centers: Its effects on employee performance and satisfaction. Journal of Interactive Marketing. 15(2) 23-35
[43]. Shani Amir and Pizam Abraham (2009). Work-Related Depression among Hotel Employees Cornell Hospitality Quarterly Online First, published on September 2, 2009 as doi:10.1177/1938965509344294
[44]. Sheel, A. (2014). Recent Trends in the Hospitality Industry. The Journal of Hospitality Financial Management, 12(1), p. 5-7.
[45]. Smith, P.A. (2003) Keynote Address: Monitoring the impact of shiftwork on employee wellbeing. XVIth International Symposium on Night and Shiftwork, Santos, Brazil, November 18-21, 2003.
[46]. Varca, P.E., 1999. Work stress and customer service delivery. The Journal of Services Marketing 13 (3), 229–239.
[47]. Wallace, M. (2003). OSH implications of shiftwork and irregular hours of work: guidelines for managing shiftwork. Sydney: National Occupational Health and Safety Commission Development.
[48]. Workplace stress Impact and Outcome an India Study (2016). A collaborative study between Chestnut Global Partners and SHRM India.
[49]. Zohar, D. (1994). Analysis of job stress profile in the hotel industry. International Journal of Hospitality Management, 13, (3), 219-231.
[2]. Aydın, Civilidag. (2014). Hotel Employees’ Mobbing, Burnout, Job Satisfaction and Perceived Organizational Support: A Research on Hospitality in Turkey. European Scientific Journal Vol.10, No.35,1-22
[3]. Babakus, E., Yavas, U. and Karatepe, O. M. (2008). The effects of job demands, job resources and intrinsic motivation on emotional exhaustion and turnover intentions: A study in the Turkish hotel industry. International Journal of Hospitality and Tourism Administration, 9(4): 384–404.
[4]. Beehr, T.A., Jex, S.M., Stacy, B.A., Murray, M.A. (2000). Work stressors and coworker support as predictors of individual strain and job performance. Journal of Organisation Behaviour, 21,391-405.
[5]. Bowen, C., & Ford, R. C. (2004). What experts say about managing hospitality service delivery systems. International Journal of Contemporary Hospitality Management, 16(7), 394-401.
[6]. Cartwright, S., Cooper, C. L., & Murphy, L. R. (1995). Diagnosing a healthy organization: A proactive approach to stress in the workplace. In L. R. Murphy, J. J. Hurrell Jr, S. L. Sauter & G. Kieta (Eds.), Job stress interventions (pp. 217-233). Washington, DC: American Psychological Association.
[7]. Cholli,C., Sreeraj ,P.S & Pandey, S.(2017) To Study the Factors of Absenteeism in Hospitality Sector in India International Journal Of Multidisciplinary Research Vol-3, Issue-2, 2017 ISSN: 2454-1362
[8]. Churchill, G. A., Jr., Ford, N. M., & Walker, O. C., Jr. (1976). Organizational climate community nurses. Journal of Nursing Research 10: 253-260.
[9]. Dewettinck, K., & D, Buyens. (2005). Role stress among front line employees. In: L. B. Van, P. Gemmel, and D. R.Van, Services management: An integrated approach, Second Edition. San Francisco: Prentice Hall.
[10]. Fox, R. (1998) Tourism and hospitality. management 4, No. 2, 331-339
[11]. Ghazali, H. (2010). Employee intention to leave a job. (Published Ph.D Thesis). University of Waikato New Zealand.
[12]. Gilboa, S., Shirom, A., Fried, Y., Cooper, C. (2008). A meta-analysis of work demand stressors and job performance: examining main and moderating effects. Personnel Psychology, 61 (2), 227–272.
[13]. Gole, S.V & Sahu, R. (2008). Effect of job stress and job satisfaction on performance: An Empirical Study, 2(3), 237-246
[14]. Greenberg, J. (2005). “Managing behavior in organizationsâ€. 4th Edition. New Jersey: Prentice Hall.
[15]. Hales C, Nightingale M (1986). What are units managers supposed to do? A contingent methodology for investigating managerial role requirements. International Journal of Hospitality Management, 5(1),3-11.
[16]. Haynes, P., & Fryer, G. (1999). Changing patterns of HRM and employment relations in New Zealand: the large hotel industry. Asia Pacific Journal of Human Resources, 37(2), 33-43.
[17]. Health and Safety Executive (2001) Tackling WRS: a managers’ guide to guide to tackling WRS. Sudbury
[18]. Hemingway, M., Smith, C. (1999) Organizational climate and occupational stressors as predictors of withdrawal behaviors and injuries. Journal of Occupational and Organizational Psychology 3, 285–299.
[19]. Hina, Rehman. (2008) Occupational Stress and a Functional Area of An Organization. International Review of Business Research Papers, Vol (4) 163-173
[20]. Hobbs, D., Hadfield, P., Lister, S., Winslow, S., and Hall, S. (2002): Bouncers: the art and economics of intimidation. Violence research Programme, ESRC Economic and Social Research Council
[21]. Hu Hsin-Hui, Sunny & Cheng Chien-Wei. (2010). Job stress, coping strategies, and burnout among hotel industry supervisors in Taiwan, The International Journal of Human Resource Management 21(8), 1337-1350.
[22]. Ivancevich, J.M., & Matteson, M.T (1980) Stress and work: A managerial perspective. Glenview, IL: cottforesman.
[23]. Jamal, M. (1990) Relationship of job stress and type A behaviour to employees job satisfaction, organisational commitment, psychosomatic health problems and turnover motivation. Human Relations 43: 727-738.
[24]. Johnson, M., & R, Woods. (2008). Recognizing the emotional element in service excellence. Cornell Hotel and Restaurant Administration Quarterly, 49 (3), 310- 316.
[25]. Karatpe, O.M., & Alesh Nloye, K.D. (2009). Emotional dissonance and emotional exhaustion among hotel employees in Nigeria. International Journal of Hospitality Management 28, 349–358.
[26]. Khurana. Ashok., Parida, Vinu., & Shaveta, T, Grover. (2012) Identifying Reasons of Occupational Stress: A Study of Women Employees International Journal of Multidisciplinary Management Studies, Vol.2 Issue 3, March 2012, ISSN 2249 8834
[27]. Kim, B.C. P., Murrmann, S. K., & Lee, G. (2009). Moderating effects of gender and organizational level between role stress and job satisfaction among hotel employees. International Journal of Hospitality Management, 28(4), 612-619.
[28]. Kristensen T., Hannerz T., & Tuchsen, F. (2002). Hospitalization among employees in Danish hotel and Restaurant Industry. European Journal of Public Health,12;192-197
[29]. Krone, C., Tabacchi, M., & Farber, B. (1989). Manager Burnout. Cornell Hotel and Restau-rant Administration Quarterly 30 (3), 58–63
[30]. Lee,I.,& Wang, Η.Η (2002) Perceived occupational stress and related factors in community nurses. Journal of Nursing Research 10: 253-260.
[31]. Lepine, J.A., Podsakoff, N.P., & Lepine, M.A. (2005). A meta-analytic test of the challenge stressor-hindrance stressor framework: an explanation for inconsistent relationships among stressors and performance. Academy of Management Journal 48 (5), 764–775.
[32]. Lo, Karen., & Lamm, Felicity. (2005) Occupational Stress in the Hospitality Industry - an employment Relations Perspective. New Zealand Journal of Employment Relations 30(1) 23-47.
[33]. Michie, S. (2002) Causes and management of stress at work. Occup Environ Med 59: 67-72.
[34]. Miller, Douglas G. & Susan R. Madsen. (2003).The development of an instrument to address the nega¬tive perception of Hospitality jobs: a pilot study. Journal of Human Resources in Hospitality and Tourism 2 (2): 75-92.
[35]. Nuanghu, K.P & Bula, H, O (2015) Relationship between work stress and performance of employees: A case study of Transit Hotel in Nairobi City County, Archives’ of Business Research Vol.3, No.6
[36]. O’Neill, J., & W.D. Kelly. (2011). Work stress and well-being in the hotel industry. International Journal of Hospitality Management, (30), 38-47.
[37]. Padmakumar, R., Swapna, B., & Gantasala, V. (2011). Work environment, service climate and customer satisfaction: Examining theoretical and empirical connections. International Journal of Business and Social Sciences, 2, 121-132
[38]. Pathak, D. (2012). Role of perceived organizational support on stress- satisfaction relationship: An empirical study. Asian Journal of Management Research, 3 (1), 153-177
[39]. Paul, E, S. (2002). Cross national differences in relationships of work demands, job satisfaction, and turnover intentions with work family conflict, Personnel Psychology. 60,805-835
[40]. Pulak,M .(2012), Beat that stress, Express Hospitality.pA-1.Retrieved from: http://hospitality.financialexpress.com/20120615/life01.shtml
[41]. R, Eisenberger., & F, Stinglhamber. (2011) Perceived organizational support: fostering enthusiastic and productive employees, American Psychological Association, Washington, DC, USA, 2011. View at Publisher · View at Google Scholar
[42]. Ruyter, K., Wetzels, M., & Feinberg, R. (2001). Role stress in call centers: Its effects on employee performance and satisfaction. Journal of Interactive Marketing. 15(2) 23-35
[43]. Shani Amir and Pizam Abraham (2009). Work-Related Depression among Hotel Employees Cornell Hospitality Quarterly Online First, published on September 2, 2009 as doi:10.1177/1938965509344294
[44]. Sheel, A. (2014). Recent Trends in the Hospitality Industry. The Journal of Hospitality Financial Management, 12(1), p. 5-7.
[45]. Smith, P.A. (2003) Keynote Address: Monitoring the impact of shiftwork on employee wellbeing. XVIth International Symposium on Night and Shiftwork, Santos, Brazil, November 18-21, 2003.
[46]. Varca, P.E., 1999. Work stress and customer service delivery. The Journal of Services Marketing 13 (3), 229–239.
[47]. Wallace, M. (2003). OSH implications of shiftwork and irregular hours of work: guidelines for managing shiftwork. Sydney: National Occupational Health and Safety Commission Development.
[48]. Workplace stress Impact and Outcome an India Study (2016). A collaborative study between Chestnut Global Partners and SHRM India.
[49]. Zohar, D. (1994). Analysis of job stress profile in the hotel industry. International Journal of Hospitality Management, 13, (3), 219-231.
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2017-02-08
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Rao, E. and Goel, A. (2017) “Factors causing work related stress in the Hospitality Sector: A study of employees in three star hotels in Dehradun Region”, IARS’ International Research Journal, 7(1). doi:10.51611/iars.irj.v7i1.2017.65.
