A Study on the Effect of Emotional Exhaustion on Service Initiative Behavior of Hotel Front-line Employees--The moderating effect of Organizational Identity

Yuhang Wang ()
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Yuhang Wang: Thonburi University, Faculty of Business Administration

A chapter in Proceedings of the 2023 International Conference on Finance, Trade and Business Management (FTBM 2023), 2023, pp 202-211 from Springer

Abstract: Abstract The purpose of this study was to explore the influence of emotional exhaustion on service initiative behavior of hotel front-line employees, and further consider the moderating role of organizational identity. Data on emotional exhaustion, service initiative, and organizational identity were collected through surveys and questionnaires of front-line employees at multiple hotels. Statistical analysis was used for data analysis. The results show that emotional exhaustion is negatively correlated with the service initiative of hotel front-line employees. The higher the level of emotional exhaustion, the lower the service initiative of employees. In addition, organizational identity partially moderates the relationship between emotional exhaustion and service initiative. When employees feel a higher sense of organizational identity, the negative impact of emotional exhaustion on service initiative is weakened ; when the organizational identity is low, the negative impact of emotional exhaustion on service initiative is more significant. These results suggest that in the hotel business, emotional exhaustion has a negative impact on employee service initiative. Organizational identification plays an important role in alleviating the negative impact of emotional exhaustion on service initiative.

Keywords: hotel staff; emotional exhaustion; organizational identification; service initiative (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-298-9_22

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DOI: 10.2991/978-94-6463-298-9_22

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