Antecedents and consequences of role stress in hospitality industry

Abstract

Extensive research in marketing and organization behavior area has been conducted on role stress in several kinds of service organizations. But the hospitality industry, a key sector in the service economy, has not received much attention. Even among the limited number of studies on hospitality industry, few have tried to examine the determinants of role stress by considering job and individual personality factors at the same time. This study thus tries to fill up the gap and proposes a model by combining self-efficacy, job uncertainty and job autonomy as predictors of role stress. Results support the hypotheses that these factors have great impact on employeesa?? stress level. At the same time, these predictor variables are able to influence employeesa?? satisfaction and quit intention level due to the mediation of role conflict and role ambiguity. Implications for the human resource management in the hospitality industry are explored. The suggestions for future research are also displayed.