Effects Hotel Employee Burnout on Service Level

호텔종사원의 소진현상이 서비스제공 수준에 미치는 영향

  • 남택영 (신성대학 호텔관광과) ;
  • 김헌형 (아르누보시티 레지던스호텔 객실팀)
  • Published : 2009.10.28


Hotel employees' emotional exhaustion, depersonalization, and decreased sense of accomplishment lead to the Hotel Employees' Burnout Phenomenon(HEBP). Specifically, a higher stress level leads to an increased incidence of burnout among employees. This high level of burnout results in a decreased desire to work, and ultimately results in decreased service provision levels. In order to resolve the phenomenon, a healing program linked to psychotherapy may be introduced. This program would serve at the company level. In addition, encouragement and advice from seniors and colleagues are also needed. The psychological burden should be minimized by encouragement and compliments, rather than by the pressure for service quality improvement. Further, the employees' personal will to overcome the problem must be present.


Burnout Phenomenon(Emotional Exhaustion, Depersonalization and Decrease of Accomplishment);Service Levels


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