The Mediating Role of Job Burnout in the Relationship between Role Conflict and Job Performance: An Empirical Research of Hotel Frontline Service Employees in China

Li Zhou, Liu Yong, Luo Danling
2014 International Journal of Psychological Studies  
As an increasingly fierce competition in hospitality industry,the service quality of frontline service employees determine the success of hotels. Therefore, it is significant to improve the service quality of frontline service employees by enhancing their job performance. According to the conservation of resources theory, frontline service employees are easily confronted with role conflicts, which result in job burnout and negatively influence job performance. However, the relationship between
more » ... role conflict-burnout-job performance" is not consistent according to previous studies. Motivated by the theoretical concern to further understanding of this subject, the purpose of this article is to explore whether role conflict will affect job performance through job burnout. Based on the data of 189 frontline service employees from 18 budget hotels, this study tests the hypotheses. The results show that: (1) Role conflict is positively related to burnout; (2) Both role conflict and burnout are negatively related to job performance; (3) Burnout partially mediated the relationship between role conflict and job performance. Implications for practices are discussed.
doi:10.5539/ijps.v6n3p88 fatcat:6etlx3zl4vcxvhs3jqpc4kqzb4