| Summary: | 碩士 === 國立高雄科技大學 === 企業管理系 === 107 === The purpose of this study was to explore the relationship among the job stress, emotional exhaustion and employee retention of generation Y who work in the service industry. The study constructs the model and verifies the direct impact of workers’ job stress on retention, also verifies the mediating effect of emotional exhaustion between job stress and retention. A questionnaire survey is conducted in the study. 229 effective questionnaires from generation Y service workers are used to analyze the differences between demographic variables, job stress, emotional exhaustion and employee retention. In addition, they are used to construct and verify the model.
Research instruments include Basic Demographic Data, Job Stress Scale, Emotional Exhaustion Scale, and Employee Retention Scale. Data obtained from the survey are analyzed by Reliability Analysis, Descriptive Statistics Analysis, t-test, One-way ANOVA, Correlation Analysis and Multiple Regression Analysis.
The major findings of this research are as follows:
Generation Y’s job stress has significant difference in service industries; generation Y’s emotional exhaustion has significant difference in marriage and service industries; generation Y’s retention has significant difference in age. Generation Y’s job stress has a direct and positive effect on their retention. The relationship between job stress and retention is mediated by emotional exhaustion.
According to the findings and conclusions, the study proposes the suggestions for managers, Y-generation and future researchers.
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