The Hospitality Stress Matrix: Exploring Job Stressors and Their Effects on Psychological Well-Being

Abstract

This research examines the role of job stressors in the hospitality industry and their impact on front-line employees’ job stress and psychological well-being. Unique stressors identified include job insecurity, interpersonal conflict, and emotional labor, each of which pose a significant influence on job stress. This study utilized Smart PLS 3.0 for analysis. Using a judgmental sampling method, questionnaires were given to service touchpoint department employees with over a year’s experience. The self-reported survey took place from 25 to 30 March 2023. Interestingly, while these factors significantly contribute to job stress, their direct effect on psychological well-being was found to be statistically insignificant. Instead, job stress emerged as a significant mediator between these job stressors and psychological well-being. Consequently, the research uncovers the need for hospitality organizations to devise effective stress management and mitigation strategies, rather than solely focusing on reducing the presence of job stressors. Practical recommendations for industry management, encompassing strategies for reducing job insecurity, managing interpersonal conflicts and emotional labor, and the implementation of stress management programs, are provided. These insights have potential implications not only for enhancing employee well-being but also for fostering a more resilient and thriving hospitality sector.