Human Resource Management Practices, Emotional Exhaustion, and Organizational Commitment – With the Example of the Hotel Industry

ABSTRACT

Hotel industry represents one of the highly interactive service industries. Against this backdrop, hotel employees are likely to suffer an emotional exhaustion and hence experience a lower sense of belongingness to the company. As this will negatively impact organizational effectiveness, this research aims to explore whether and how better practices of Human Resource Management (HRM) serve as a solution to the issue. Due to the limited access, questionnaires were conducted on 410 employees from 10 four/five-star hotels chosen through convenience sampling technique. Results reveal that emotional exhaustion has significant negative impact on organizational commitment (H1); HRM not only has significant negative impact on emotional exhaustion (H2) but also has significant positive impact on organizational commitment (H3), and HRM regulates how emotional exhaustion affects organizational commitment (H4). In conclusion, this research provides some insights into the role in emotional exhaustion and organizational commitment played by HRM practices. The implications of finding were also discussed.

摘要

酒店业作为高交互服务业中的一种，酒店员工很可能会产生情绪耗竭，从而降低了其对公司的归属感，这样对组织效率也产生了负面影响。本研究旨在探讨人力资源管理能否成为更好地解决这类问题的方法。由于条件有限，采取了任意抽样的方式，对10家四、五星级酒店共410名员工进行问卷调查。研究结果表明，情绪耗竭对组织承诺具有负向显著影响（H1）人力资源管理不仅对情绪耗竭产生显著的负向影响（H2），也对组织承诺有显著的正向影响（H3）人力资源管理在情绪耗竭影响组织承诺的关系中起调节作用（H4）。总的来说，本研究对人力资源管理实践在情绪耗竭和组织承诺中所起的作用提出一些见解，据此给出了实践启示。

KEYWORDS:

• Emotional exhaustion
• organizational commitment
• human resource management
• hospitality

关键词:

• 情绪耗竭
• 组织承诺
• 人力资源管理
• 酒店业

Disclosure statement

No potential conflict of interest was reported by the authors.

Notes

1. Pan Tieyuan. Research Report of Hotel Staff Demission Rate in 2015. Meadin.com,2015.

Additional information

Notes on contributors

Xiaoli Li

Xiaoli Li is Associate Professor in the School of Hotel and Tourism Management at Guangzhou University, Guangdong, China. Her research interest is hospitality management (E-mail: [email protected]).

Zhenxiong Mai

Zhenxiong Mai is postgraduate student in the School of Hotel and Tourism Management at Guangzhou University, Guangdong, China. His research interest is hospitality management (E-mail: [email protected]).

Linmei Yang

Linmei Yang is postgraduate student in the School of Hotel and Tourism Management at Guangzhou University, Guangdong, China. Her research interest is hospitality management (E-mail: [email protected]).

Juncheng Zhang

Juncheng Zhang is Associate Professor in the School of Management at Guangzhou University, Guangdong, China. His research interest is human resource management (E-mail: [email protected]).