Hospitality Management

Pages 8 (2008 words)
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The hospitality industry is a people industry. Hospitality jobs require customer contact around the clock 7 days a week. Such a work situation has been reported to be stressful for hospitality workers. For example, Allen and Mellor, 2002 found that dealing with problem clients is one of the most unpleasant incidents for restaurant, hotel, and airline employees.


Job burnout studies were originally conducted on people working in human services and education (Maslach et al., 2001 ). The topic continues to be of interest in various fields including hospitality academia. Within hospitality and tourism, most existing studies have investigated causes of burnout with a focus on the work environment including role stressors, organizational structures, and job characteristics. Specifically, role ambiguity, role conflict, poor management, poor communication, difficult customers, lack of autonomy, and work overload have been reported as precursors of hospitality job burnout (Allen and Mellor, 2002).
Therefore, the purpose of this study is to identify the role of personality dispositions in understanding hospitality employees' job burnout in the hotel work setting. The Five-Factor Model of personality, which in recent years has received significant support among personality experts, is used. In the literature section, the five personality dimensions and the antecedents of job burnout are described in detail.
A group of psychologists consider job burnout as a type of stress, which is one dimensional (Maslach et al., 2001 ). Others view it as multi-dimensional (Allen and Mellor, 2002 ). ...
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