BURNOUT AND SERVICE EMPLOYEES’ WILLINGNESS TO DELIVER QUALITY SERVICE

Abstract

EMPLOYEES ARE VITAL FOR ENHANCING CUSTOMER SATISFACTION AND LOYALTY IN SERVICE ORGANIZATIONS BECAUSE THEIR PROACTIVE INVOLVEMENT IS AN ESSENTIAL PART OF DELIVERING THE SERVICES OFFERED. WITH THE RECENT RAPID GROWTH OF TOURISM IN THE MACAU SAR, SERVICE EMPLOYEE WORKLOADS ARE CLEARLY INCREASING, AND CONSEQUENTLY ONE WOULD EXPECT THAT THE INCIDENCE OF JOB BURNOUT IS RISING. THIS STUDY USES THE WELL-KNOWN MASLACH BURNOUT INVENTORY (MBI) TO INVESTIGATE THE RELATIONSHIP BETWEEN SERVICE EMPLOYEES' BURNOUT AND THEIR WILLINGNESS TO DELIVER QUALITY SERVICES. SELF-ADMINISTERED QUESTIONNAIRES FROM 110 OPERATIONAL STAFF IN THREE HOTELS IN MACAU HAVE BEEN ANALYZED. THE RESULTS INDICATE THAT JOB BURNOUT REDUCES STAFF'S WILLINGNESS TO DELIVER QUALITY SERVICES AND THAT THIS EFFECT IS MODERATED BY INDIVIDUAL STAFF'S LEVEL OF AFFECTIVE ORGANIZATIONAL COMMITMENT, AND THEIR PERCEPTIONS OF THE EXTENT OF ORGANIZATIONAL AND SUPERVISOR SUPPORT PROVIDED BY THE ORGANIZATION. BASED ON THESE RESULTS, PRACTICAL MANAGERIAL STRATEGIES TO IMPROVE SERVICE PERFORMANCE ARE IDENTIFIED.