Factors that mitigate employee job stress in the service industry

Amarjit Gill, Nahum Biger and Smita Bhutani

International Journal of Services, Economics and Management, 2010, vol. 2, issue 1, 30-45

Abstract: The study examines the impact of empowerment and transformational leadership on employee job stress. In addition, the study seeks to extend Gill et al.'s findings related to mitigating stress and burnout. Results show that the improvement in the level of perceived empowerment and transformational leadership used by managers mitigate employee job stress in the hospitality services industry. This paper offers useful insights for service managers based on empirical evidence.

Keywords: hospitality services; employee empowerment; transformational leadership; CCSEs; customer-contact service employees; job stress; service industry. (search for similar items in EconPapers)
Date: 2010
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