O'Neill John W, Davis Kelly
School of Hospitality Management, The Pennsylvania State University, 233 Mateer Building, University Park, PA 16803, 814-863-8984.
Int J Hosp Manag. 2011 Jun 1;30(2):385-390. doi: 10.1016/j.ijhm.2010.07.007.
Employee stress is a significant issue in the hospitality industry, and it is costly for employers and employees alike. Although addressing and reducing stress is both a noble goal and is capable of resulting in expense reductions for employers, the nature and quantity of hospitality employee stress is not fully understood. The first aim of this study was to identify common work stressors in a sample of 164 managerial and hourly workers employed at 65 different hotels who were each interviewed for eight consecutive days. The two most common stressors were interpersonal tensions at work and overloads (e.g., technology not functioning). The second aim was to determine whether there were differences in the types and frequency of work stressors by job type (i.e., managers v. non-managers), gender, and marital status. Hotel managers reported significantly more stressors than hourly employees. There were no significant differences by gender or marital status. The third aim was to investigate whether the various stressors were linked to hotel employee health and work outcomes. More employee and coworker stressors were linked to more negative physical health symptoms. Also, interpersonal tensions at work were linked to lower job satisfaction and greater turnover intentions.
员工压力是酒店业的一个重要问题，对雇主和员工来说成本都很高。尽管应对和减轻压力既是一个崇高的目标，也能够为雇主削减开支，但酒店员工压力的性质和程度尚未得到充分了解。本研究的首要目的是在65家不同酒店雇佣的164名管理人员和小时工样本中识别常见的工作压力源，这些人员每人都连续接受了八天的访谈。两个最常见的压力源是工作中的人际紧张关系和工作负担过重（例如，技术故障）。第二个目的是确定工作压力源的类型和频率在工作类型（即经理与非经理）、性别和婚姻状况方面是否存在差异。酒店经理报告的压力源明显多于小时工。在性别或婚姻状况方面没有显著差异。第三个目的是调查各种压力源是否与酒店员工的健康和工作成果相关。更多的员工和同事压力源与更多的负面身体健康症状相关。此外，工作中的人际紧张关系与较低的工作满意度和较高的离职意愿相关。
