ABSTRACT

THIS RESEARCH INVESTIGATES JOB BURNOUT IN MACAU, WITH SPECIFIC FOCUS ON THE ROLE OF PERCEIVED SUPPORT – WHICH INCLUDES ORGANISATIONAL, SOCIAL, AND CO-WORKER SUPPORT – IN SHAPING EMPLOYEES’ WELL-BEING AND RESILIENCE AT WORK. DRAWING ON THE JOB DEMANDS–RESOURCES MODEL AND SOCIAL SUPPORT THEORY, THE RESEARCH AIMS TO ADDRESS THE SCARCITY OF EMPIRICAL STUDIES ON OCCUPATIONAL BURNOUT WITHIN THE MACAU CONTEXT, A UNIQUE LABOUR MARKET CHARACTERISED BY HIGH SERVICE DEMANDS AND A MULTICULTURAL WORKFORCE. THE PRIMARY OBJECTIVE IS TO EXAMINE HOW PERCEIVED SUPPORT OUTSIDE WORK, FORM THE ORGANISATION, AND CO-WORKERS INFLUENCE THE THREE CORE DIMENSIONS OF BURNOUT—EMOTIONAL EXHAUSTION, DEPERSONALIZATION/CYNICISM, AND REDUCED INEFFICACY/PERSONAL ACCOMPLISHMENT—WHILE ALSO EXPLORING DIFFERENCES ACROSS DEMOGRAPHIC VARIABLES SUCH AS AGE AND SUPERVISORY ROLE. A QUANTITATIVE, CROSS-SECTIONAL RESEARCH DESIGN WAS EMPLOYED, USING A STRUCTURED SURVEY, WHICH WAS DISTRIBUTED TO 341 FULL-TIME EMPLOYEES ACROSS DIVERSE INDUSTRIES IN MACAU. VALIDATED SCALES FOR BURNOUT AND PERCEIVED SUPPORT WERE ADMINISTERED, AND DATA WAS ANALYSED USING CORRELATION AND COMPARATIVE STATISTICAL TECHNIQUES. THE FINDINGS REVEALED THAT HIGHER LEVELS OF PERCEIVED ORGANISATIONAL WERE SIGNIFICANTLY ASSOCIATED WITH LOWER EMOTIONAL EXHAUSTION, CYNICISM/DEPERSONALISATION, BUT NOT INEFFICACY. WHEREAS, AFTER ACCOUNTING FOR ORGANISATIONAL SUPPORT, SUPPORT OUTSIDE THE ORGANISATION AND CO- WORKER SUPPORT WERE NOT SIGNIFICANT. AGE DIFFERENCES WERE EVIDENT, WITH YOUNGER EMPLOYEES REPORTING HIGHER BURNOUT LEVELS COMPARED TO OLDER COHORTS, SUGGESTING EXPERIENCE AND COPING RESOURCES BUFFER STRESS. MOREOVER, EMPLOYEES IN SUPERVISORY POSITIONS REPORTED DISTINCT BURNOUT PROFILES, REFLECTING BOTH THE PRESSURES AND RESOURCES INHERENT TO LEADERSHIP ROLES. THE RESULTS HOLD SEVERAL PRACTICAL IMPLICATIONS. FOR ORGANISATIONS IN MACAU AND SIMILAR SERVICE-DRIVEN ECONOMIES, FOSTERING A SUPPORTIVE CLIMATE THROUGH MANAGERIAL ENGAGEMENT, FAIR POLICIES, AND PEER COLLABORATION CAN SERVE AS AN EFFECTIVE INTERVENTION AGAINST BURNOUT. HUMAN RESOURCES STRATEGIES SHOULD EMPHASISE TRAINING SUPERVISORS TO ACT AS RELIABLE SUPPORT FIGURES AND TAILORING WELLNESS PROGRAMS TO MEET THE NEEDS OF DIFFERENT AGE GROUPS. THESE INSIGHTS OFFER CONCRETE PATHWAYS TO REDUCE TURNOVER INTENTIONS, ENHANCE JOB SATISFACTION, AND IMPROVE ORGANISATIONAL PERFORMANCE. THE CURRENT STUDY CONTRIBUTES TO BURNOUT RESEARCH WITHIN THE UNDEREXPLORED MACAU LABOUR MARKET, EXTENDING ESTABLISHED THEORIES OF SUPPORT AND JOB RESOURCES TO A MULTICULTURAL AND TOURISM-DEPENDENT CONTEXT. IT HOLDS VALUE FOR ORGANISATIONAL LEADERS, POLICYMAKERS, AND SCHOLARS SEEKING TO UNDERSTAND AND ADDRESS BURNOUT IN ENVIRONMENTS WHERE EMPLOYEE WELL- BEING IS PIVOTAL TO ECONOMIC SUSTAINABILITY. BY BRIDGING THEORETICAL FRAMEWORKS WITH APPLIED RECOMMENDATIONS, THIS DISSERTATION OFFERS BOTH ACADEMIC ENRICHMENT AND ACTIONABLE GUIDANCE FOR THE PROMOTION OF HEALTHIER WORKPLACES IN MACAU AND BEYOND.