Antecedents and consequences of employees’ job stress in a foodservice industry: Focused on emotional labor and turnover intent

Abstract

The purpose of this study is to understand the interrelationships among employees’ emotional labor, emotional dissonance, job stress, and turnover intent in the foodservice industry. The study was administered to 338 family-style restaurant employees. The results showed that employees’ emotional labor was positively associated with emotional dissonance, job stress, and turnover intent. However, employees’ emotional dissonance did not have a significant, direct impact on turnover intent. In addition, employees’ job stress was positively associated with turnover intent.