Abstract
This study analyzes how customer complaints during the COVID-19 pandemic impact job stress and organizational commitment among hotel employees. Employees from two five-star and four lower-rated hotels participated in the study through surveys conducted between September 1 and 12, 2022. The findings reveal that customer complaints linked to COVID-19 guidelines partially increase job stress (Hypothesis 1) and affect organizational commitment (Hypothesis 2). Additionally, increased job stress was shown to negatively impact organizational commitment (Hypothesis 3). This research highlights the challenges faced by hotel employees in managing customer complaints during international crises like COVID-19, providing insights that could enhance job satisfaction and customer service in the hospitality and other service sectors.
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