The followership of hotel employees and the relationship between occupational burnout, job stress, and customer orientation: Targeting the hotel service providers at luxury hotels

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This study was conducted to analyze the relationship between followership, occupational burnout, job stress, and customer orientation of the employees at service encounters at luxury hotels (544 people) with the structural equation analysis by using AMOS statistical program. The results are as follows. Overall detailed factors of followership were shown to lower occupational burnout and job stress. Also, when occupational burnout is high, it was shown to increase job stress. When job stress is high, it appeared to decrease customer orientation. Therefore, the predictive factors for enhancing followership is important, and the followership among organization members should be increased through organizational support and superior's leadership toward subordinate by holding meetings or mentoring among members, or by promoting internal marketing such as having internal communication, providing education and training, and utilizing reward system.