The Effect of Work Stressors on Service Quality : The Mediating Roles of Work Engagement and Burnout

• Main Authors: Tu,Shu-Chen, 凃淑貞
• Other Authors: 張火燦
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/4y95k2

碩士 === 國立彰化師範大學 === 人力資源管理研究所 === 104 === Service quality is considered a competitive weapon in the tourism and hospitality industry. Many studies have shown that work stressor did influence service quality but little research has explored the mechanism between them. The objective of this study is to examine the mediating effects of work engagement and burnout between challenge and hindrance stressor, and service quality. Data in this study were collected from front office employees and their supervisors in over 60 hotels in Taichung city. Data were analyzed using SPSS and LISREL for path analysis. Results indicated that work engagement worked as a full mediator between challenge stressor and service quality but burnout did not mediate the effect of hindrance stressor on service quality. Based on the findings, management implications and direction for further research were discussed in the article.