A proposed model for decreasing stress and improving employee well-being in frontline restaurant workers

Jordan M.A. Coplan and Susan M. Stewart

International Journal of Knowledge Management in Tourism and Hospitality, 2026, vol. 5, issue 1, 76-90

Abstract: Around the world, frontline restaurant workers (FRWs) play a critical role in the hospitality industry, namely by providing exceptional customer service. This literature review focuses on this often-overlooked group by proposing that a clan culture, inspired by positive leader-member exchange (LMX), reduces workplace stress and improves employee well-being (EWB) in FRWs. Three organisational actions mediate this relationship and include mitigating FRW's emotional labour, enhancing their autonomy and creativity with job crafting, and providing supportive coaching and mentorship. Leaders play a pivotal role in both developing a clan culture as well as participating in the three actions. Practical implications and future research ideas are provided to support EWB and reduce stress in the restaurant industry.

Keywords: leader-membership exchange; clan culture; stress; employee well-being; job crafting; emotional labour; coaching; mentoring. (search for similar items in EconPapers)
Date: 2026
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