A Study of Staffs` Job Stress、Burnout and Turnover Intention in International Tourist Hotel

• Main Authors: Ko Hung Chun, 柯宏君
• Other Authors: Wang MingYuan
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/92156042249764878162

碩士 === 國立高雄應用科技大學 === 觀光與餐旅管理系 === 99 === As the number of tourists in Taiwan continues to grow, so has the hotel industry in Taiwan. As a result, the demand for hotel staff is increasing. While the hotel facilities are important, the service provided by the hotel staff is equally essential. If the hotel staff fails to be efficient, professional, and personable while providing services to the customers, they might receive complaints or verbal abuse, or punishment from their supervisors or hotels. Furthermore, when job stress is not handled properly, it could lower work efficiency. Hotel staff could become lax or absent, and eventually quit. Job stress also could cause nervousness, and therefore the hotel staff could become mentally detached from the job. Hence, job stress leads to professional burnout, which results in raising turnover intention. Due to the boosting economy in Taiwan, nearly 10,000 college students majored in tourism graduate every year to work in the hotel industry. Since the characteristics of the hotel industry have been learned and well-adapted, under the circumstances of a changing work force, now it is time for the focus to be shifted to work stress, professional burnout, and turnover intention. This study used a quantification research method and adopted a self-compiled questionnaire as a research tool. The object of this study was the staff of international tourist hotels. In this study, 620 questionnaires were distributed and 575 samples were collected, leaving a 93% effective retrieved rate. The data was analyzed through descriptive analysis, item analysis, reliability analysis, factor analysis, independent t-test, one-way ANOVA, post hoc-scheffe method and multiple regression analyses. The main findings of this study are: (1) International hotel staffs reported average job stress. (2) International hotel staffs reported low burnout. (3) International hotel staffs reported low turnover intention. (4) Job stress has significant influence on turnover intention of international hotel staffs. (5) Burnout has significant influence on turnover intention of international hotel staffs.