Stress on Frontline Employees from Customer Aggression in the Restaurant Industry: The Moderating Effect of Empowerment

2021 ◽  
Vol 13 (3) ◽  
pp. 1433
Author(s):  
Yahua Bi ◽  
Sooyoung Choi ◽  
Jie Yin ◽  
Insin Kim
Keyword(s):  
Job Satisfaction ◽  
Job Stress ◽  
Well Being ◽  
Verbal Abuse ◽  
Moderating Effect ◽  
Restaurant Industry ◽  
Service Industries ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Study Results

In service industries such as restaurants, abusive customer (jay-customer) behaviors may evoke emotional exhaustion and burnout in frontline employees, threatening job satisfaction as well as sustainable management in the hospitality industry. Therefore, there is a need to identify whether (and to what degree) such customer behaviors stress frontline employees enough to affect their mental health, which may lead to employee turnover. To understand jay-customer behaviors in a restaurant setting, this study investigated the factors of jay-customer behaviors that induce job stress and decrease job satisfaction. Additionally, the moderating effect of empowerment was tested to see whether employee empowerment decreases the stress caused by jay-customer behaviors. Data collected from 302 restaurant employees from several cities in South Korea were analyzed using exploratory factor analysis and structural equation modeling. The study results demonstrate that three types of jay-customer behaviors (verbal abuse, physical abuse, and sexual harassment) are directly related to frontline employees’ job stress, which in turn, reduces job satisfaction. A moderating effect of empowerment on the relationship between verbal abuse and job stress is found. The results of this study suggest a conceptual model for understanding the process in which jay-customers negatively influence the frontline employees, threatening employee well-being, and they provide valuable implications for the restaurant industry, which can help develop strategies to improve employee welfare and provide better customer management.

Work Life Balance and Job Satisfaction - A Structural Equation Modeling

GIS Business ◽  
2019 ◽  
Vol 14 (6) ◽  
pp. 156-162
Author(s):  
Dr. D. Shoba ◽  
Dr. G. Suganthi
Keyword(s):  
Job Satisfaction ◽  
Structural Equation ◽  
Well Being ◽  
Work Life ◽  
Work Life Balance ◽  
Equation Modeling ◽  
Subjective Well Being ◽  
Life Balance ◽  
Study Results

Work-Life balance has its importance from ancient days and the concept is very old, from the day the world has been created. There was a drastic change that has occurred in the market of teachers and their personal profiles. There are tremendous changes in various families which have bartered from the ‘breadwinner’ role of traditional men to single parent families and dual earning couples. This study furnishes an insight into work life balance and job satisfaction of teachers working in School of Villupuram District. The sample comprises of 75 school teachers from Government and private schools in Villupuram District. The Study results that there is increasing mediating evidence in Work-life balance as well as Job satisfaction of teachers are not affected by the type of school in which they are working. Job satisfaction or Pleasure of life will be affected as a whole by Work life balance of an individual which is the main which can be calculated by construct of subjective well being.

scholarly journals Interpersonal trust, stress and satisfaction at work: an empirical study

2014 ◽  
Vol 43 (1) ◽  
pp. 96-115 ◽  
Author(s):  
Jacob Guinot ◽  
Ricardo Chiva ◽  
Vicente Roca-Puig
Keyword(s):  
Job Satisfaction ◽  
Risk Perception ◽  
Job Stress ◽  
Structural Equation ◽  
Interpersonal Trust ◽  
Well Being ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Positive Effect

Purpose – Due to the divergent conclusions about the effects of interpersonal trust on job satisfaction, the study aims to look more deeply into this relationship by introducing job stress as a mediator variable. Design/methodology/approach – The paper uses structural equation modeling to analyze the opinions of 6,407 Spanish employees, taken from the 2008 Quality of Working Life Survey carried out by the Spanish Ministry of Labor and Immigration. Findings – The findings show that interpersonal trust has a positive effect on job satisfaction, and that job stress partially mediates this relationship. Furthermore, interpersonal trust is negatively related to job stress, which in turn is negatively related to job satisfaction. Research limitations/implications – Despite the pertinence and size of the database used in the study, it is very heterogeneous. Future research might delimit the database by organization size or sector. Qualitative studies may also improve our understanding of the relationships studied and enable other concepts to be included. Practical implications – Cultivating a climate of trust may provide organizations with a strategy to improve levels of mental well-being and satisfaction among their employees. Originality/value – This research explains why interpersonal trust has a positive effect on job satisfaction. The paper's conceptualization of trust implies risk assumption and low risk perception; low perception of risk is presumed to reduce job stress, and in turn, increase job satisfaction. The paper also puts forward reasons for why “excessive” interpersonal trust has been related to negative effects on job satisfaction. “Excessive” trust might infer high risk perception, which might increase job stress, and in turn decrease job satisfaction.

scholarly journals The moderating effect of person–organization fit on the relationship between job stress and deviant behaviors of frontline employees

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marliana Junaedi ◽  
Fenika Wulani
Keyword(s):  
Job Stress ◽  
Structural Equation ◽  
Selection Process ◽  
Moderating Effect ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Deviant Behaviors ◽  
Recruitment And Selection ◽  
The Relationship

PurposeThe purpose of this paper is to examine the relationship between job stress and deviant behaviors, which include organizational and frontline deviance, and the moderating effect of person–organization (P-O) fit on these relationships.Design/methodology/approachThe sample consists of 259 frontline employees working in Surabaya, Indonesia. Respondents were asked to complete a questionnaire distributed by survey assistants. This present study conducts partial least squares structural equation modeling to examine hypotheses.FindingsThe results indicate that job stress has positive correlations with organizational and frontline deviance. P-O fit has a moderating effect on the relationship between job stress and frontline deviance; the lower the P-O fit, the stronger the relationship between job stress and frontline deviance. P-O fit does not moderate the relationship between job stress and organizational deviance.Practical implicationsCompanies must be more careful in the recruitment and selection process and continuously perform activities to communicate their values and norms to employees.Originality/valueThis study introduces the moderating effect of P-O fit on the relationship between job stress and frontline employees' deviant behaviors, which has not been revealed in previous studies. It provides an understanding of the importance of considering the compatibility between individual and organizational values as one of the company's efforts to reduce stressed employees' responses by engaging in workplace deviance.

scholarly journals Analisis work engagement karyawan frontline high-contact dan low-contact di industri jasa

2020 ◽  
Vol 19 (2) ◽  
pp. 127-140
Author(s):  
Sucipto Asan ◽  
Juanna Judith Huliselan
Keyword(s):  
Job Satisfaction ◽  
Work Engagement ◽  
Structural Equation ◽  
Affective Commitment ◽  
Career Commitment ◽  
Service Industries ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Frontline Employees

Work engagement (positive working mind and emotion) in frontline employees (FLEs) plays an important role that will affect the capability of the organization in serving its customer. The goal of this research is to examine whether there were differences in the influence of service climate, job satisfaction, and affective commitment toward work engagement in high-contact and low-contact frontline employees in Jakarta and Tangerang; and whether there were influences of work engagement toward adaptability behavior as well as career commitment among high-contact and low-contact frontline employees. Questionnaire is administered to 200 FLEs from multiple high and low contact service industries in Jakarta and Tangerang. Structural Equation Modeling-Partial Least Square (SEM-PLS) is used to test hypotheses. The author found there were almost no differences among high-contact and low-contact frontline employees except on the job satisfaction, where there was no significant influence toward work engagement in frontline low-contact employee which was in contrast with the frontline high-contact employee. This research will enrich the discourse on the relationship between job satisfaction and work engagement. This finding provides empirical evidence on a limited scale that in certain segmentation, especially for low-contact workers, job satisfaction did not have a positive influence on work engagement.

What makes a brand citizen in the restaurant industry?

2019 ◽  
Vol 47 (10) ◽  
pp. 1-11
Author(s):  
Ling Xiang ◽  
Yi-Chun Yang
Keyword(s):  
Structural Equation ◽  
Profit Sharing ◽  
Restaurant Industry ◽  
Psychological Ownership ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Corporate Management ◽  
Frontline Employees ◽  
Modeling Analysis ◽  
Brand Citizenship Behavior

We proposed a framework comprising the 3 dimensions of formal ownership practices (profit sharing, participation in decision making, and access to business information) that influence brand psychological ownership, thereby facilitating brand citizenship behavior. Data were collected from 342 frontline employees in restaurants in Taiwan. The results of structural equation modeling analysis showed that the 3 dimensions of formal ownership practices were all strong predictors of brand psychological ownership, which enhanced brand citizenship behavior. Also, brand psychological ownership was an effective mediator in the relationship between formal ownership practices and brand citizenship behavior. If employees are to demonstrate positive brand behavior, that is, brand citizenship behavior, it is necessary for organizations to generate employees’ positive brand awareness, that is, brand psychological ownership, which plays a cross-level intermediary role between corporate management and brand citizenship behavior.

scholarly journals New insights into self-initiated work design: the role of job crafting, self-undermining and five types of job satisfaction for employee’s health and work ability

2021 ◽  
pp. 239700222110290
Author(s):  
Antonia-Sophie Döbler ◽  
André Emmermacher ◽  
Stefanie Richter-Killenberg ◽  
Joshua Nowak ◽  
Jürgen Wegge
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Work Engagement ◽  
Work Ability ◽  
Job Demands ◽  
Well Being ◽  
Job Crafting ◽  
Equation Modeling ◽  
Personal Resources

The present study provides evidence for the important role of job crafting and self-undermining behaviors at work, two new concepts that were recently integrated into the well-known job demands-resources (JD-R) theory (Bakker and Demerouti, 2017). We investigate how these behaviors are associated with work engagement, emotional exhaustion, and work ability as a long-term indicator of employee’s well-being. Furthermore, we examine the moderating role of personal resources in the stress-strain process by comparing groups of employees representing the five types of job satisfaction defined by Bruggemann (1974). Data was collected in a cross-sectional study within a German DAX company’s manufacturing plant from 1145 blue- and white-collar workers. Results of structural equation modeling provided, as expected, support for an indirect effect of job demands and job resources on emotional exhaustion and work engagement through job crafting and self-undermining. Work ability, on the other hand, was mainly affected by emotional exhaustion, but not by work engagement. Most important, we found significant differences between path coefficients across the five types of job satisfaction indicating that these types represent important constellations of personal resources and job demands that should be considered both for analyzing stress at work and for offering tailored stress interventions in organizations.

scholarly journals Factors influencing job satisfaction among dentists during the new normal of the COVID-19 pandemic in Indonesia: A structural equation modeling approach

Work ◽  
2021 ◽  
pp. 1-12
Author(s):  
Yogi Tri Prasetyo ◽  
Titis Maulanti ◽  
Satria Fadil Persada ◽  
Anak Agung Ngurah Perwira Redi ◽  
Michael Nayat Young ◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Job Stress ◽  
Personal Protective Equipment ◽  
Latent Variables ◽  
Structural Equation ◽  
Working Hours ◽  
Equation Modeling ◽  
Protective Equipment ◽  
Perceived Severity ◽  
Management Commitment

BACKGROUND: Dentistry is one of the highest risk occupations that face COVID-19, especially in countries that are severely affected by the pandemic, such as Indonesia. OBJECTIVE: The purpose of the study was to determine factors influencing job satisfaction among dentists during the new normal of COVID-19 pandemic in Indonesia by utilizing the Structural Equation Modeling (SEM) approach. METHODS: A total of 310 Indonesian dentists voluntary completed an online questionnaire, which contained 58 questions. Several latent variables such as perceived severity of COVID-19, staff cooperation and management commitment, personal protective equipment, job stress, working hours, income, and overall job satisfaction were analyzed simultaneously. RESULTS: SEM revealed perceived severity of COVID-19 had significant effects on job stress (β:0.394, p = 0.025) and the utilization of personal protective equipment (β:0.757, p = 0.001). Subsequently, job stress (β:–0.286, p = 0.001), working hours (β:0.278, p = 0.018), income (β:0.273, p = 0.003), personal protective equipment (β:0.145, p = 0.038), and staff cooperation & management commitment (β:0.091, p = 0.002) were found to have significant effects on overall job satisfaction. In addition, management & staff cooperation was found to have a significant association with job stress reduction (β:–0.319, p = 0.003) which subsequently led to higher satisfaction. CONCLUSIONS: The current study is one of the first that analyzed job satisfaction among dentists in Indonesia during the global COVID-19 pandemic. The integrated latent variables can be applied and extended to evaluate job satisfaction among dentists during the COVID-19 pandemic in other countries. Finally, this study contributed as a theoretical foundation for policymakers to enhance the job satisfaction of dentists during the COVID-19 pandemic.

scholarly journals High-performance HR practices, positive affect and employee outcomes

2017 ◽  
Vol 32 (2) ◽  
pp. 163-176 ◽  
Author(s):  
Ahmed Mohammed Sayed Mostafa
Keyword(s):  
Job Satisfaction ◽  
Positive Affect ◽  
Structural Equation ◽  
High Performance ◽  
Employee Attitudes ◽  
Equation Modeling ◽  
Content Type ◽  
Hr Practices ◽  
Study Results ◽  
The Relationship

Purpose The purpose of this paper is to provide insight into the affective or emotional mechanisms that underlie the relationship between high-performance HR practices (HPHRP) and employee attitudes and behaviours. Drawing on affective events theory, this paper examines a mediation model in which HPHRP influence positive affect which in turn affects job satisfaction and organizational citizenship behaviours (OCBs). Design/methodology/approach Two-wave data were collected from a sample of local government workers in Wales (n=362). HPHRP were measured together with job satisfaction and OCBs at Time 1 and six months later, job satisfaction and OCBs were measured again together with positive affect. Structural equation modeling was used to test the study hypotheses. Findings The results revealed that HPHRP induced positive affect which, in turn, led to increased job satisfaction and OCBs. Furthermore, positive affect fully mediated the relationships between HPHRP and both job satisfaction and OCBs. Research limitations/implications All data were collected from public sector employees in the Government of Wales, which makes the generalizability of the findings unknown. More work is needed using different samples to determine whether the study results are replicable. Practical implications Managers should endeavour to ensure that enough resources are assigned to the implementation of HPHRP and other work features that help evoke affective reactions, as these reactions are an important determinant of employees’ attitudes and behaviours. Originality/value This is one of the first studies to empirically examine the mediating role of positive affect on the relationship between HPHRP and employee attitudes and behaviours.

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