Burnout, engagement, coping and general health of service employees in the hospitality industry

Tourism Management

Volumn 29, Issue 6, 2008, Pages 1053-1063

  Pienaar, Jacobus ^a   Willemse, Sharron A ^a  

^a NORTH WEST UNIVERSITY   (South Africa)

Author keywords

Burnout; Coping; Engagement; General health; Hospitality industry; Service employees

Indexed keywords

COPING STRATEGY; DESIGN; PUBLIC HEALTH; QUESTIONNAIRE SURVEY; TOURISM;

AFRICA; NORTH WEST PROVINCE; SOUTH AFRICA; SOUTHERN AFRICA; SUB-SAHARAN AFRICA;

EID: 52049121542     PISSN: None     EISSN: 02615177     Source Type: Journal    
DOI: 10.1016/j.tourman.2008.01.006     Document Type: Article

References (76)

1. Aiken L.S., and West S.G. Multiple regression: Testing and interpreting interactions (1991), Sage Publications, Thousand Oaks, CA
2. Anon. (2005, July 12). Waitrons the face of leisure industry. The Citizen (p. 2).
3. Ashforth B.E., and Humphrey R.H. Emotional labour in service roles: The influence of identity. Academy of Management Review 18 1 (1993) 8-115
4. Bakker A.B., Van Emmerik H., and Euwema M.C. Crossover of burnout and engagement in work teams. Work and Occupations 33 4 (2006) 464-489
5. Bamford, H. (2004, November 6). Waiters form union to put an end to 'abuse'. Saturday Weekend Argus (p. 7).
6. Basson, M., & Rothmann, S. (2002, March). Sense of coherence, coping and burnout of pharmacists. Poster presented at the 1st South African burnout conference, Potchefstroom, South Africa.
7. Botha C., and Pienaar J. South African correctional official occupational stress: The role of psychological strengths. Journal of Criminal Justice 34 1 (2006) 73-84
8. Bothma L.J., and Thomas K. The enforcement of the BCEA and waiters: Will they gain or lose?. South African Journal of Economic and Management Sciences 4 2 (2001) 263-273
9. Callaghan G., and Thompson P. We recruit attitude: The selection and shaping of routine call centre labour. Journal of Management Studies 39 2 (2002) 369-390
10. Callan V.J. Individual and organizational strategies for coping with organizational change. Work and Stress 7 (1993) 63-75
11. Carver C.S., Scheier M.F., and Weintraub J.K. Assessing coping strategies: A theoretically based approach. Journal of Personality and Social Psychology 56 (1989) 267-283
12. Chu, K. H. L. (2002). The effects of emotional labor on employee work outcomes. Unpublished Doctoral dissertation. Blacksburg, VA: Virginia Polytechnic Institute and State University. Available on the World Wide Web: 〈http://scholar.lib.vt.edu/theses/available/etd-06302002-64031/unrestricted/Chuetd.pdf〉.
13. Clark L.A., and Watson D. Constructing validity: Basic issues in objective scale development. Psychological Assessment 7 (1995) 309-319
14. Constanti P., and Gibbs P. Emotional labour and surplus value: The case of holiday 'reps'. The Service Industries Journal 25 1 (2005) 103-116
15. Demirel, Y., Güler, N., Toktamis, A., Özdemir, D., & Sezer, R. (2005). Burnout among high school teachers in Turkey. Middle East Journal of Family Medicine, 3(3), 33-36. Retrieved from the World Wide Web on March 10, 2006. Available at: 〈http://www.mejfm.com/journal/july05/pdfs/burnout.pdf〉.
16. Dorman J. Testing a model for teacher burnout. Australian Journal of Educational and Developmental Psychology 3 (2003) 35-47
17. Duran, A., Extremera, N., & Rey, L. (2004). Engagement and burnout: Analysing their association patterns. Abstract downloaded from the World Wide Web on March 10, 2006. Available at: 〈http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?db=pubmed&cmd=Display&dopt=pubmed_pubmed&from_uid=15217069&tool=ExternalSearch〉.
18. Edwards J.R. The determinants and consequences of coping with stress. In: Cooper C.L., and Payne R. (Eds). Causes, coping, and consequences of stress at work (1988), Wiley, New York 233-263
19. Edwards J.R. A Cybernetic theory of stress, coping, and well-being in organizations. Academy of Management Review 17 (1992) 238-274
20. Edwards J.R., and Baglioni Jr. A.J. Empirical versus theoretical approaches to the measurement of coping: A comparison using the ways of coping questionnaire and the cybernetic coping scale. In: Dewe P., Leiter M., and Cox T. (Eds). Coping, health and organizations (2000), Taylor and Francis, London 29-50
21. Edwards J.R., and Cooper C.L. The impacts of positive psychological states on physical health: A review and theoretical framework. Social Science and Medicine 27 (1988) 1447-1459
22. Fineman S. Emotion in organisation (1993), Sage, London
23. Fourie, A. M. (2005). Job insecurity, coping and health-related behaviour. Unpublished Masters' dissertation. Potchefstroom, South Africa: North-West University.
24. Frenkel S., Tam M., Korczynski M., and Shire K. Beyond bureaucracy? Work organization in call centres. International Journal of Human Resource Management 9 (1998) 957-979
25. Gill A.S., Flaschner A.B., and Shachar M. Mitigating stress and burnout by implementing transformational-leadership. International Journal of Contemporary Hospitality Management 18 6 (2006) 469-481
26. Gillespie N.A., Walsh M., Winefield M., Dua J., and Stough C. Occupational stress in universities: Staff perceptions of the causes, consequences and moderators of stress. Work and Stress 15 1 (2001) 53-72
27. Goldberg D. Manual of the general health questionnaire (1979), NFER Nelson, London
28. Grandey A.A., and Brauburger A.L. The emotion regulation behind the customer service smile. In: Lord R.G., Klimoski R.J., and Kanfer R. (Eds). Emotions in the workplace (2002), Jossey-Bass, New York 260-294
29. Grobler P.A., Wärnich S., Carrell M.R., Elbert N.F., and Hatfield R.D. Human resource management in South Africa. 2nd ed. (2002), Thomson, London
30. Guppy A., Edwards J.A., Brough P., Peters-Bean K.M., Sale C., and Short E. The psychometric properties of the short version of the Cybernetic Coping Scale: A multigroup confirmatory factor analysis across four samples. Journal of Occupational and Organizational Psychology 77 (2004) 39-62
31. Ho J.T.S. Corporate wellness programmes in Singapore: Effect on stress, satisfaction and absenteeism. Journal of Managerial Psychology 12 (1997) 177-189
32. Hochschild A.R. Emotion work, feeling rules, and social structure. American Journal of Sociology 85 (1979) 551-575
33. Hochschild A.R. The managed heart (1983), University of California Press, Berkeley, CA
34. Hochschild A.R. The managed heart: Commercialization of human feeling (2003), University of California Press, Berkerley, CA
35. Hock R.R. Professional burnout among public school teachers. Public Personnel Management 17 (1988) 167-189
36. Kilfedder C.J., Power K.G., and Wells T.J. Burnout in psychiatric nursing. Journal of Advanced Nursing 34 3 (2001) 383-396
37. Kleinke C.L. Coping with life challenges. 2nd ed. (1998), Brooks/Cole, San Francisco, CA
38. Krone C., Tabacchi M., and Faber B. Manager burnout. Cornell Quarterly 30 (1988) 58-63
39. Lazarus R.S., and Folkman S. Stress, appraisal and coping (1984), Springer, New York
40. Lewis P. Suppression or expression: An exploration of emotion management in a special care baby unit. Work, Employment and Society 19 3 (2005) 565-581
41. Maslach C. Burnout: The cost of caring (1982), Prentice-Hall, Englewood Cliffs, NJ
42. Maslach C. Burnout: A multidimensional perspective. In: Schaufeli W.B., Maslach C., and Marek T. (Eds). Professional burnout: Recent developments in theory and research (1993), Taylor and Francis, Washington, DC 19-32
43. Maslach C., and Jackson S.E. Burnout in organizational settings. In: Oskamp O.S. (Ed). Applied social psychology annual: Volume 5-Applications in organizational settings (1984), Sage, Beverley Hills, CA 133-153
44. Maslach C., and Jackson S.E. The Maslach Burnout Inventory. 2nd ed. (1986), Consulting Psychologist Press, Palo Alto, CA
45. Maslach C., Jackson S.E., and Leiter M. Maslach Burnout Inventory: Manual. 3rd ed. (1996), Consulting Psychologists Press, Palo Alto, CA
46. Maslach C., Schaufeli W.B., and Leiter M. Job burnout. Annual Review of Psychology 52 (2001) 397-422
47. Murray-Gibbons R., and Gibbons C. Occupational stress in the chef profession. International Journal of Contemporary Hospitality Management 19 2 (2007) 32-42
48. Naidoo, S. (2004, January 19). Waiters blamed for poor service, falling tourism. Business Day (p. 2).
49. Naudé J.L.P., and Rothmann S. The validation of the Maslach Burnout Inventory-Human Services Survey for emergency medical technicians in Gauteng. South African Journal of Industrial Psychology 30 3 (2004) 21-28
50. Nunnally J.C., and Bernstein I.H. Psychometric theory. 3rd ed. (1994), McGraw-Hill, New York
51. Pines A.M., and Aronson E. Burnout (1981), Free Press, New York
52. In: Pizam A. (Ed). Are hospitality employees equipped to hide their feelings? (Editorial). Hospitality Management 23 (2004) 315-316
53. Price H. Emotional labour in the classroom: A psychoanalytic perspective. Journal of Social Work Practice 15 2 (2001) 161-180
54. Rowe M. Hardiness, stress, temperament, coping, and burnout in health professionals. American Journal of Health Behaviour 21 3 (1997) 163-171
55. Rowley G., and Purcell K. As cooks go, she went: Is labour churn inevitable?. Hospitality Management 20 (2001) 163-185
56. Ryff C.D., and Singer B. The contours of positive human health. Psychological Inquiry 9 1 (1998) 1-28
57. Sandiford P., and Seymour D. The concept of occupational community revisited: Analytical and managerial implications in face-to-face service occupations. Work, Employment and Society 21 2 (2007) 209-226
58. Sardiwalla N. Balanced lifestyle and work-related stress among shift workers. Unisa Psychologia 29 (2003) 81-88
59. Schaufeli W.B. Past performance and future perspectives of burnout research. South African Journal of Industrial Psychology 29 4 (2003) 1-15
60. Schaufeli W.B., and Bakker A.B. Werk en welbevinden: Naar een positieve benadering in de Arbeids-en Gezondheidspsychologie [Work and well-being: Towards a positive approach in work and health psychology]. Gedrag en Organizatie 14 (2001) 229-253
61. Schaufeli W.B., and Bakker A.B. Job demands, job resources and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior 25 (2004) 1-23
62. Schaufeli W.B., Bakker A.B., Hoogduin K., Schaap C., and Kladler A. On the clinical validity of the Maslach Burnout Inventory and the Burnout measure. Psychology and Health 16 (2001) 565-582
63. Schaufeli W.B., and Enzmann D. The burnout companion to study and practice: A critical analysis (1998), Taylor and Francis, London
64. Schaufeli W.B., Enzmann D., and Girault N. Measurement of burnout: A review. In: Schaufeli W.B., Maslach C., and Marek T. (Eds). Professional burnout: Recent developments in theory and research (1993), Taylor and Francis, Washington, DC 199-215
65. Schaufeli W.B., Martinez I., Pinto A.M., Salanova M., and Bakker A.B. Burnout and engagement in university students: A cross national study. Journal of Cross-Cultural Psychology 33 (2002) 464-481
66. Schaufeli W.B., Salanova M., González-Romá V., and Bakker A.B. The measurement of engagement and burnout: A confirmative analytic approach. Journal of Happiness Studies 3 (2002) 71-92
67. Sethi A.S., and Schuler R.S. Handbook of organizational stress coping strategies (1990), Ballinger, Cambridge, MA
68. Seymour D. Emotional labour: A comparison between fast food and traditional service work. Hospitality Management 19 (2000) 159-171
69. Seymour D., and Sandiford P. Learning emotion rules in service organizations: Socialization and training in the UK public-house sector. Work, Employment and Society 19 3 (2005) 547-564
70. Shirom A. Burnout in work organizations. In: Cooper C.L., and Robertson I.T. (Eds). International review of industrial and organizational psychology (1989), Wiley, Chichester 25-48
71. SPSS. (2007). SPSS 15.0 for Windows. Chicago, IL: SPSS Incorporated.
72. Storm K., and Rothmann S. A psychometric analysis of the Maslach Burnout Inventory-General survey in the South African Police Service. South African Journal of Industrial Psychology 39 4 (2003) 219-226
73. Turnipseed D.L. An analysis of the influence of work environment variables and moderators on the burnout syndrome. Journal of Applied Psychology 24 (1994) 782-800
74. Van Dick R., and Wagner U. Stress and strain in teaching: A structural equation approach. British Journal of Educational Psychology 71 (2001) 243-259
75. Vieweg B.W., and Hedlund J.L. The General Health Questionnaire (GHQ): A comprehensive review. Journal of Operational Psychology 14 (1983) 74-85
76. Williams C. Sky service: The demands of emotional labour in the airline industry. Gender, Work and Occupations 10 5 (2003) 513-550