Understanding the impact of procedural justice, job characteristics, and resources on emotional exhaustion and its marketing-related implications

Abstract

This paper explores the link between emotional exhaustion (EE) and procedural justice (PJ) of the performance appraisal (PA) system. In particular, PJ refers to the satisfaction with the PA system. Employees who perceive inequity in the PA processes and outcomes may be prone to EE, reflecting a lack of energy and a feeling that their emotional resources are used up. A strong negative relationship between PJ and EE is found in a sample of 224 frontline employees in the hotel industry, where understanding and justifying the appraisal process become the key driver of EE along with resource inadequacy among the job characteristics and role stressors studied. The findings have internal marketing implications in a hospitality industry context.

Keywords::

• performance appraisal
• procedural justice
• emotional exhaustion
• job characteristics
• resource scarcity