Emotional exhaustion and its consequences for hotel service quality: the critical role of workload and supervisor support

Figures & data

Figure 1. Research model

Note: S_SUPPORT (Supervisor Support); W_LOAD (Workload); EM_EXH (Emotional Exhaustion); AFCOM (Affective Organizational Commitment); QUALITY OF SERV_PERF (Quality of Service Performance); IN_LEAVE (Intention to Leave)

Table 1. Measurement of the study constructs in the light of CFA

Scale items	Standardized loadings	t-value	CR	AVE
Supervisor support (S_SUPPORT)			0.89	0.75
My supervisor is willing to listen to my personal problems.	0.793	11.765
My supervisor is easy to talk to.	0.939	15.097
I can depend on my supervisor for help when things get tough at work.	0.852	13.018
Affective Organizational Commitment (AFCOM)			0.89	0.72
I really care about the future of this hotel	0.874	13.653
I am proud to tell others that I work for this hotel.	0.851	13.099
I am willing to put in a great deal of effort beyond that normally expected in order to help the hotel to be successful.	0.814	12.243
For me, this is the best of all possible organizations for which to work.	0.741	10.687
Quality of Service Performance (QUALITY OF SERV_PERF)			0.80	0.58
Hotel guests who come to me with requests/problems often thank me for the satisfactory solutions and help.	0.742	9.877
Hotel guests whom I have served often declare that they will recommend our hotel for good service.	0.781	10.499
Hotel guests whom I have served often return to our hotel.	0.751	10.011
Intention to leave (IN_LEAVE)			0.92	0.79
I often think about leaving this hotel.	0.887	14.152
It would not take much to make me leave this hotel.	0.904	14.612
I will probably be looking for another job soon.	0.868	13.684
Emotional Exhaustion (EM_EXH)			0.92	0.66
I feel emotionally drained from my work.	0.802	12.124
I feel fatigued when I get up in the morning and have to face another day on the job.	0.751	11.033
I feel burned out from my work.	0.777	11.572
I feel frustrated by my job.	0.875	13.903
I feel I am working too hard on my job.	0.768	11.379
I feel like I am at the end of my rope.	0.884	14.148
Workload (W_LOAD)			0.83	0.74
How often does your job leave you with little time to get things done?	0.789	10.204
How often do you have to do more work than you can do well?	0.890	11.562

Model fit statistics: χ2 = 313.726; df = 174; χ2/df = 1.80; GFI = 0.85; NFI = 0.88; NNFI = 0.93; CFI = 0.94; RMSEA = 0.07; RMR = 0.05 Note: All loadings are significant at the level < 0.001

Table 2. Correlations, means, standard deviations, and reliabilities of the study constructs

	1	2	3	4	5	6
1. S_SUPPORT	–
2. AFCOM	0.206*	–
3. QUALITY OF SERV_PERF	0.155	0.500**	–
4. IN_LEAVE	−0.242**	−0.679**	−0.209*	–
5. EM_EXH	−0.374**	−0.519**	−0.222*	0.780**	–
6. W_LOAD	−0.397**	−0.112	−0.032	0.313**	0.541**	–
Mean	4.00	3.85	4.03	2.17	2.15	3.08
Standard deviation	1.05	0.98	0.73	1.13	1.05	0.91
Alpha	0.89	0.89	0.80	0.92	0.92	0.83

*p < 0.05;**p < 0.01

S_SUPPORT (Supervisor Support); W_LOAD (Workload); EM_EXH (Emotional Exhaustion); AFCOM (Affective Organizational Commitment); QUALITY OF SERV_PERF (Quality of Service Performance); IN_LEAVE (Intention to Leave)

Figure 2. Path results of the research model

Model fit statistics: χ2 = 8.784; df = 6; χ2/df = 1.46; GFI = 0.98; NFI = 0.97; NNFI = 0.98; CFI = 0.97; RMSEA = 0.05; RMR = 0.04.Note: Numbers in parentheses are t-statistics; * p < .05; **p < .01; *** p < .001.S_SUPPORT (Supervisor Support); W_LOAD (Workload); EM_EXH (Emotional Exhaustion); AFCOM (Affective Organizational Commitment); QUALITY OF SERV_PERF (Quality of Service Performance); IN_LEAVE (Intention to Leave)