The Moderating Role of Passion for Service in the Hospitality Industry: Burnout Model
Article Sidebar
Main Article Content
Abstract
The objective of this research was to study the moderating effect of passion for service toward the relationship between burnout and intention to leave among the frontline employees who work in a hotel chains in Bangkok, the targeted population includes 63 hotel-chains in Bangkok, and 554 frontline employees contained suitable data and the moderated multiple regression analysis. The result indicates that passion for service performed the role to reduce the impact of emotional exhaustion and depersonalization on the intention to leave significantly. Based on these finding, the suggestion can be made that the recruiting and retaining the passionate frontline employees who have a passion to work, especially passion to provide service to customers need to be considered as the important factor to reduce the intention to leave which can eventually lead to reduce turnover rate.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Birkeland, I. K., & Buch, R. (2015). The Dualistic Model of Passion for Work: Discriminate and Predictive Validity with Work Engagement and Workaholism. Motivation and Emotion. 39(3): 392-408. https://doi.org/10.1007/s11031-014-9462-x
Birkeland, I. K., Richardsen, A. M., & Dysvik, A. (2018). The Role of Passion and Support Perceptions in Changing Burnout: A Johnson-Neyman Approach. International Journal of Stress Management. 25(2): 163-180. https://doi.org/10.1037/str0000057
Boamah, S. A., & Laschinger, H. (2016). The Influence of Areas of Worklife Fit and Work‐Life Interference on Burnout and Turnover Intentions among New Graduate Nurses. Journal of Nursing Management. 24(2): 1-11. https://doi.org/10.1111/jonm.12318
Borysenko, K. (2019, May). Burnout is Now an Officially Diagnosable Condition: Here's What You Need to Know About It. [Online]. Available: https://www.forbes.com/sites/karlynborysenko/2019/05/29/burnout-is-now-an-officially-diagnosable-condition-heres-what-you-need-to-know-about-it/#56f31fcc2b99
Brislin, R. W. (1990). Applied Cross-Cultural Psychology. Sage Publications. https://doi.org/10.4135/9781483325392
Burke, R. J., Astakhova, M. N., & Hang, H. (2015). Work Passion Through the Lens of Culture: Harmonious Work Passion, Obsessive Work Passion, And Work Outcomes in Russia and China. Journal of Business and Psychology. 30(3): 457-471. https://doi.org/10.1007/s10869-014-9375-4
Cardon, M. S., Glauser, M., & Murnieks, C. Y. (2017). Passion for What? Expanding the Domains of Entrepreneurial Passion. Journal of Business Venturing Insights. (8): 24-32. https://doi.org/10.1016/j.jbvi.2017.05.004
Castillo, I., Álvarez, O., Esteva, I., Queralt, A., & Molina-García, J. (2017). Passion for Teaching, Transformational Leadership and Burnout Among Physical Education Teachers. Revista de psicología del deporte. 26(3): 57-61.
Chen, K. Y., Chang, C. W., & Wang, C. H. (2019). Frontline Employees’ Passion and Emotional Exhaustion: The Mediating Role of Emotional Labor Strategies. International Journal of Hospitality Management. 76(Part A): 163-172. https://doi.org/10.1016/j.ijhm.2018.05.006
Crespo-Hervás, J., Calabuig-Moreno, F., Prado-Gascó, V., Añó-Sanz, V., & Núñez-Pomar, J. (2019). The Role of Passion in The Quality-Value-Satisfaction-Intentions Chain: Linear Models and The QCA Approach for Athletes. Economic Research-Ekonomska Istraživanja. 32(1): 352-369. https://doi.org/10.1080/1331677X.2018.1553683
Fernet, C., Lavigne, G. L., Vallerand, R. J., & Austin, S. (2014). Fired up With Passion: Investigating How Job Autonomy and Passion Predict Burnout at Career Start in Teachers. Work & Stress. 28(3): 270-288. https://doi.org/10.1080/02678373.2014.935524
Freudenberger, H. J. (1975). The Staff Burn-Out Syndrome in Alternative Institutions. Psychotherapy: Theory, Research & Practice. 12(1): 73-82. https://doi.org/10.1037/h0086411
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis (8 ed.). UK: Cengage.
Henderson, K. J. (2018, June 30). Hotel Front Office Organizational Structure. [Online]. Available: http://smallbusiness.chron.com/hotel-front-office-organizational-structure-4897.html
Karatepe, O. M., & Karadas, G. (2015). Do Psychological Capital and Work Engagement Foster Frontline Employees’ Satisfaction? A Study in The Hotel Industry. International Journal of Contemporary Hospitality Management. 27(6): 1254-1278. https://doi.org/10.1108/IJCHM-01-2014-0028
Kilroy, S., Flood, P. C., Bosak, J., & Chênevert, D. (2016). Perceptions of High‐Involvement Work Practices and Burnout: The Mediating Role of Job Demands. Human Resource Management Journal. 26(4): 408-424. https://doi.org/10.1111/1748-8583.12112
Lee, H. F., Chiang, H. Y., & Kuo, H. T. (2019). Relationship Between Authentic Leadership and Nurses' Intent to Leave: The Mediating Role of Work Environment and Burnout. Journal of Nursing Management. 27(1): 52-65. https://doi.org/10.1111/jonm.12648
Leiter, M. P., & Maslach, C. (1988). The Impact of Interpersonal Environment on Burnout and Organizational Commitment. Journal of Organizational Behavior. 9(4): 297-308. https://doi.org/10.1002/job.4030090402
Lu, A. C., & Gursoy, D. (2016). Impact of Job Burnout on Satisfaction and Turnover Intention: Do Generational Differences Matter? Journal of Hospitality & Tourism Research. 40(2): 210-235. https://doi.org/10.1177/1096348013495696
Malek, K., Kline, S. F., & DiPietro, R. (2018). The Impact of Manager Training on Employee Turnover Intentions. Journal of Hospitality and Tourism Insights. 1(3): 203-219. https://doi.org/10.1108/JHTI-02-2018-0010
Mansour, S., & Tremblay, D.G. (2016). How the Need For “Leisure Benefit Systems” As A “Resource Passageways” Moderates the Effect of Work-Leisure Conflict on Job Burnout and Intention to Leave: A Study in The Hotel Industry in Quebec. Journal of Hospitality and Tourism Management. 27: 4-11. https://doi.org/10.1016/j.jhtm.2016.02.002
Maslach, C. (1976). Burned-out. Hum Behav. 5: 16–22.
Maslach C. 1998. A multidimensional theory of burnout. In Theories of Organizational Stress, ed. CL Cooper, pp. 68–85. Oxford, UK: Oxford Univ. Press. https://doi.org/10.1093/oso/9780198522799.003.0004
Maslach, C., & Jackson, S. E. (1981). The Measurement of Experienced Burnout. Journal of Organizational Behavior. 2(2): 99-113. https://doi.org/10.1002/job.4030020205
Maslach, C., & Leiter, M. P. (1999). Advances in Motivation and Achievement. 11: 275-302.
Maslach, C., Jackson, S. E., & Leiter, P. M. (1986). Maslach Burnout Inventory. Palo Alto, CA: Consulting Psychologists Press.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job Burnout. Annual Review of Psychology. 52(1): 397-422. https://doi.org/10.1146/annurev.psych.52.1.397
Mills, D. J., Li, W., & Marchica, L. (2019). Negative Affect, Life Satisfaction, and Internet Gaming Disorder: Exploring the Mediating Effect of Coping and the Moderating Effect of Passion. World Journal of Social Science Research. 6(1): 45-66. https://doi.org/10.22158/wjssr.v6n1p45
Mobley, W. H., Griffeth, R. W., Hand, H. H., & Meglino, B. M. (1979). Review and Conceptual Analysis of The Employee Turnover Process. Psychological Bulletin. 86(3): 493–522. https://doi.org/10.1037/0033-2909.86.3.493
Mobley, W. H., Horner, S. O., & Hollingsworth, A. T. (1978). An evaluation of precursors of hospital employee turnover. Journal of Applied Psychology. 63(4): 408–414. https://doi.org/10.1037/0021-9010.63.4.408
Paychex. (2019, February 25). Feeling the Burn (Out): Exploring How Employees Overcome Burnout. [Online]. Available: https://www.paychex.com/articles/human-resources/impact-of-employee-burnout
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common Method Biases in Behavioral Research: A Critical Review of The Literature and Recommended Remedies. Journal of Applied Psychology. 88(5): 879–903. https://doi.org/10.1037/0021-9010.88.5.879
Portobay. (2018). Passion is Essential To Working In The Hotel Industry. Libson, Portugal: In Portobay. [Online]. Available: http://www.inportobay.com/en/articles/passion-is-essential-to-working-in-the-hotel-industry
Reb, J., Narayanan, J., Chaturvedi, S., & Ekkirala, S. (2017). The Mediating Role of Emotional Exhaustion in The Relationship of Mindfulness with Turnover Intentions and Job Performance. Mindfulness. 8(3): 707-716. https://doi.org/10.1007/s12671-016-0648-z
Robinson, R. N., Kralj, A., Solnet, D. J., Goh, E., & Callan, V. J. (2016). Attitudinal Similarities and Differences of Hotel Frontline Occupations. International Journal of Contemporary Hospitality Management. 28(5): 1051-1072. https://doi.org/10.1108/IJCHM-08-2014-0391
Shuck, B., Zigarmi, D., & Owen, J. (2015). Psychological Needs, Engagement, And Work Intentions: A Bayesian Multi-Measurement Mediation Approach and Implications for HRD. European Journal of Training and Development. 39(1): 2-21. https://doi.org/10.1108/EJTD-08-2014-0061
Shum, C., Gatling, A., & Shoemaker, S. (2018). A Model of Hospitality Leadership Competency for Frontline and Director-Level Managers: Which Competencies Matter More? International Journal of Hospitality Management. (74): 57-66. https://doi.org/10.1016/j.ijhm.2018.03.002
Thoumrungroje, A. (2017). Methodological Caveats in the Utilization of Single Informant with Self-Administered Survey in East Asian Countries. APHEIT Journal. 6(2): 11-23
Tian, Q. T., Song, Y., Kwan, H. K., & Li, X. (2019). Workplace Gossip and Frontline Employees’ Proactive Service Performance. The Service Industries Journal. 39(1): 25-42. https://doi.org/10.1080/02642069.2018.1435642
Tre´panier, S. G., Fernet, C., Austin, S., Forest, J., & Vallerand, J. R. (2014). Linking Job Demands and Resources to Burnout and Work Engagement: Does Passion Underlie These Differential Relationships? Motivation and Emotion. 38(3): 353-366. https://doi.org/10.1007/s11031-013-9384-z
Tziner, A., Rabenu, E., Radomski, R., & Belkin, A. (2015). Work Stress and Turnover Intentions Among Hospital Physicians: The Mediating Role of Burnout and Work Satisfaction. Revista de Psicología del Trabajo y de las Organizaciones. 31(3): 207-213. https://doi.org/10.1016/j.rpto.2015.05.001
Vallerand, R. J. (2010). On passion for life activities: The Dualistic Model of Passion. In M. P. Zanna (Ed.), Advances in experimental social psychology. 42: 97–193. https://doi.org/10.1016/S0065-2601(10)42003-1
Vallerand. (2015). The Psychology of Passion: A Dualistic Model. Oxford: Oxford University Press. https://doi.org/10.1093/acprof:oso/9780199777600.001.0001
Vallerand, R. J., Blanchard, C., Mageau, A. G., Koestner, R., Ratelle, C., Le´onard, M., & Gagne, M. (2003). Les Passions de l’Aˆ me: On Obsessive and Harmonious Passion. Journal of Personality and Social Psychology. 85(4): 756–767. https://doi.org/10.1037/0022-3514.85.4.756
Vallerand, R. J., Salvy, S. J., Mageau, G. A., Elliot, A. J., Denis, P. L., Grouzet, F. M., & Blanchard, C. (2007). On the role of passion in performance. Journal of personality. 75(3): 505-534. https://doi.org/10.1111/j.1467-6494.2007.00447.x
Wang, H., Jin, Y., Wang, D., Zhao, S., Sang, X., & Yuan, B. (2020). Job Satisfaction, Burnout, And Turnover Intention Among Primary Care Providers in Rural China: Results from Structural Equation Modeling. BMC Family Practice. 21(1): 1-10. https://doi.org/10.1186/s12875-020-1083-8
Wen, B., Zhou, X., Hu, Y., & Zhang, X. (2020). Role Stress and Turnover Intention of Front-Line Hotel Employees: The Roles of Burnout and Service Climate. Frontiers in Psychology. 11(January): 1-13. https://doi.org/10.3389/fpsyg.2020.00036
Zigarmi, D., Galloway, F. J., & Roberts, T. P. (2018). Work Locus of Control, Motivational Regulation, Employee Work Passion, And Work Intentions: An Empirical Investigation of An Appraisal Model. Journal of Happiness Studies. 19(1): 231-256. https://doi.org/10.1007/s10902-016-9813-2