Sự kiệt sức trong công việc và hành vi công dân tổ chức của nhân viên ngành khách sạn: Tiếp cận từ lý thuyết bảo tồn nguồn lực
Nội dung chính của bài viết
Tóm tắt
Nghiên cứu dựa trên lý thuyết bảo tồn nguồn lực để khám phá tác động của sự kiệt sức trong công việc lên hành vi công dân tổ chức (OCB) của nhân viên ngành khách sạn. Dữ liệu được thu thập từ 297 nhân viên ngành khách sạn tại Việt Nam thông qua khảo sát trực tuyến. Phân tích PLS-SEM cho thấy sự cạn kiệt cảm xúc tác động tiêu cực và mạnh mẽ nhất lên cả ba khía cạnh của OCB; sự xa rời công việc cũng tác động tiêu cực lên các khía cạnh của OCB nhưng ở mức độ thấp hơn. Tác động của sự sụt giảm thành tích cá nhân lên các khía cạnh của OCB không có ý nghĩa thống kê. Kết quả nghiên cứu nhấn mạnh tầm quan trọng của việc quản lý sự kiệt sức trong công việc nhằm việc duy trì và thúc đẩy OCB của nhân viên ngành khách sạn. Nghiên cứu đề xuất các chiến lược quản lý nguồn nhân lực tập trung vào giảm thiểu sự cạn kiệt cảm xúc và xa rời công việc, đồng thời tạo môi trường hỗ trợ để khuyến khích OCB.
Chi tiết bài viết
Từ khóa
Hành vi công dân tổ chức, Khách sạn, Lý thuyết bảo tồn nguồn lực, Sự kiệt sức trong công việc
Tài liệu tham khảo
Abubakar, A. M., Rezapouraghdam, H., Behravesh, E., & Megeirhi, H. A. (2022). Burnout or boreout: A meta-analytic review and synthesis of burnout and boreout literature in hospitality and tourism. Journal of Hospitality Marketing & Management, 31(4), 458-503. https://doi.org/10.1080/19368623.2022.1996304
Bauwens, R., Audenaert, M., Huisman, J., & Decramer, A. (2019). Performance management fairness and burnout: implications for organizational citizenship behaviors. Studies in Higher Education, 44(3), 584-598. https://doi.org/10.1080/03075079.2017.1389878
Bettencourt, L. A., & Brown, S. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of retailing, 73(1), 39-61. https://doi.org/10.1016/S0022-4359(97)90014-2
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845. https://doi.org/10.1080/09585192.2011.579918
Cheng, J.-C., & Yi, O. (2018). Hotel employee job crafting, burnout, and satisfaction: The moderating role of perceived organizational support. International Journal of Hospitality Management, 72, 78-85. https://doi.org/10.1016/j.ijhm.2018.01.005
Chiu, S.-F., & Tsai, M.-C. (2006). Relationships among burnout, job involvement, and organizational citizenship behavior. The Journal of psychology, 140(6), 517-530. https://doi.org/10.3200/JRLP.140.6.517-530
Tran Thi Bich Hanh và Choi, S. B. (2019). Effects of inclusive leadership on organizational citizenship behavior: the mediating roles of organizational justice and learning culture. Journal of Pacific Rim Psychology, 13. https://journals.sagepub.com/doi/10.1017/prp.2019.10
Cohen, A., & Abedallah, M. (2021). Examining correlates of organizational citizenship behavior and counterproductive work behavior in a collectivist culture: the case of Arab teachers in Israel. Organization Management Journal, 18(3/4), 98-120. https://doi.org/10.1108/OMJ-01-2020-0863
Cohen, J. (2013). Statistical power analysis for the behavioral sciences (2nd ed.). Routledge. https://doi.org/10.4324/9780203771587
Dasgupta, P. (2022). A study on the effect of team support and emotional exhaustion on organizational citizenship behavior of nurses in COVID-19 pandemic: mediation by team commitments. IIM Ranchi journal of management studies, 1(2), 145-159. https://doi.org/10.1108/IRJMS-09-2021-0129
Grobelna, A. (2021). Emotional exhaustion and its consequences for hotel service quality: The critical role of workload and supervisor support. Journal of Hospitality Marketing & Management, 30(4), 395-418. https://doi.org/10.1080/19368623.2021.1841704
Gui, C., Zhang, P., Zou, R., & Ouyang, X. (2021). Servant leadership in hospitality: A meta-analytic review. Journal of Hospitality Marketing & Management, 30(4), 438-458. https://doi.org/10.1080/19368623.2021.1852641
Hair, J. J. F., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European business review, 26(2), 106-121. https://doi.org/10.1108/EBR-10-2013-0128
Halbesleben, J. R. B., Neveu, J.-P., Paustian-Underdahl, S. C., & Westman, M. (2014). Getting to the “COR” understanding the role of resources in conservation of resources theory. Journal of management, 40(5), 1334-1364. https://doi.org/10.1177/0149206314527130
Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: updated guidelines. Industrial management & data systems, 116(1), 2-20. https://doi.org/10.1108/IMDS-09-2015-0382
Hobfoll, S. E. (1989). Conservation of resources: a new attempt at conceptualizing stress. American psychologist, 44(3), 513-524. https://doi.org/10.1037/0003-066X.44.3.513
Hobfoll, S. E., Halbesleben, J., Neveu, J.-P., & Westman, M. (2018). Conservation of resources in the organizational context: The reality of resources and their consequences. Annual review of organizational psychology and organizational behavior, 5(1), 103-128. https://doi.org/10.1146/annurev-orgpsych-032117-104640
Janssen, P. P., Schaufelioe, W. B., & Houkes, I. (1999). Work-related and individual determinants of the three burnout dimensions. Work & stress, 13(1), 74-86. https://doi.org/10.1080/026783799296200
Kim, S.-H., Kim, M., & Holland, S. (2020). Effects of intrinsic motivation on organizational citizenship behaviors of hospitality employees: The mediating roles of reciprocity and organizational commitment. Journal of Human Resources in Hospitality & Tourism, 19(2), 168-195. https://doi.org/10.1080/15332845.2020.1702866
Liu-Lastres, B., Wen, H., & Huang, W.-J. (2023). A reflection on the Great Resignation in the hospitality and tourism industry. International Journal of Contemporary Hospitality Management, 35(1), 235-249. https://doi.org/10.1108/IJCHM-05-2022-0551
Liu, W., Zhou, Z. E., & Che, X. X. (2019). Effect of workplace incivility on OCB through burnout: The moderating role of affective commitment. Journal of Business and Psychology, 34, 657-669. https://doi.org/10.1007/s10869-018-9591-4
Ma, E., Qu, H., Wilson, M., & Eastman, K. (2013). Modeling OCB for hotels: Don’t forget the customers. Cornell Hospitality Quarterly, 54(3), 308-317. https://doi.org/10.1177/1938965513482520
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual review of psychology, 52(1), 397-422. https://doi.org/10.1146/annurev.psych.52.1.397
Montani, F., & Dagenais-Desmarais, V. (2018). Unravelling the relationship between role overload and organizational citizenship behaviour: A test of mediating and moderating effects. European Management Journal, 36(6), 757-768. https://doi.org/10.1016/j.emj.2018.03.001
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington books/DC heath and com.
Schaufeli, W. B., Leiter, M. P., Maslach, C., & Jackson, S. E. (1996). The Maslach Burnout Inventory manual - General survey (3rd ed.). Palo Alto, CA: Consulting Psychologists Press.
Shyju, P. J., Singh, K., Kokkranikal, J., Bharadwaj, R., Rai, S., & Antony, J. (2023). Service quality and customer satisfaction in hospitality, leisure, sport and tourism: An assessment of research in web of science. Journal of Quality Assurance in Hospitality & Tourism, 24(1), 24-50. https://doi.org/10.1080/1528008X.2021.2012735
Sidin, A. I., Darmawansyah, Mangilep, A. U., & Ayuningsih, T., & Bulu, R. M. (2020). Can Buginese values foster the organizational citizenship behavior (OCB) of civil servants in local hospital in Makassar, South Sulawesi, Indonesia. Enfermería Clínica, 30, 229-232. https://doi.org/10.1016/j.enfcli.2020.06.052
Torlak, N. G., Kuzey, C., Sait Dinç, M., & Budur, T. (2021). Links connecting nurses’ planned behavior, burnout, job satisfaction, and organizational citizenship behavior. Journal of Workplace Behavioral Health, 36(1), 77-103. https://doi.org/10.1080/15555240.2020.1862675
Wang, C.-J. (2020). Managing emotional labor for service quality: A cross-level analysis among hotel employees. International Journal of Hospitality Management, 88. https://doi.org/10.1016/j.ijhm.2019.102396
Wang, L., Dong, X., An, Y., Chen, C., Eckert, M., Sharplin, G., Fish, J., & Fan, X. (2023). Relationships between job burnout, ethical climate and organizational citizenship behaviour among registered nurses: A cross‐sectional study. International Journal of Nursing Practice, 29(5). https://doi.org/10.1111/ijn.13115
Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of management, 17(3), 601-617. https://doi.org/10.1177/014920639101700305
Bauwens, R., Audenaert, M., Huisman, J., & Decramer, A. (2019). Performance management fairness and burnout: implications for organizational citizenship behaviors. Studies in Higher Education, 44(3), 584-598. https://doi.org/10.1080/03075079.2017.1389878
Bettencourt, L. A., & Brown, S. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of retailing, 73(1), 39-61. https://doi.org/10.1016/S0022-4359(97)90014-2
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845. https://doi.org/10.1080/09585192.2011.579918
Cheng, J.-C., & Yi, O. (2018). Hotel employee job crafting, burnout, and satisfaction: The moderating role of perceived organizational support. International Journal of Hospitality Management, 72, 78-85. https://doi.org/10.1016/j.ijhm.2018.01.005
Chiu, S.-F., & Tsai, M.-C. (2006). Relationships among burnout, job involvement, and organizational citizenship behavior. The Journal of psychology, 140(6), 517-530. https://doi.org/10.3200/JRLP.140.6.517-530
Tran Thi Bich Hanh và Choi, S. B. (2019). Effects of inclusive leadership on organizational citizenship behavior: the mediating roles of organizational justice and learning culture. Journal of Pacific Rim Psychology, 13. https://journals.sagepub.com/doi/10.1017/prp.2019.10
Cohen, A., & Abedallah, M. (2021). Examining correlates of organizational citizenship behavior and counterproductive work behavior in a collectivist culture: the case of Arab teachers in Israel. Organization Management Journal, 18(3/4), 98-120. https://doi.org/10.1108/OMJ-01-2020-0863
Cohen, J. (2013). Statistical power analysis for the behavioral sciences (2nd ed.). Routledge. https://doi.org/10.4324/9780203771587
Dasgupta, P. (2022). A study on the effect of team support and emotional exhaustion on organizational citizenship behavior of nurses in COVID-19 pandemic: mediation by team commitments. IIM Ranchi journal of management studies, 1(2), 145-159. https://doi.org/10.1108/IRJMS-09-2021-0129
Grobelna, A. (2021). Emotional exhaustion and its consequences for hotel service quality: The critical role of workload and supervisor support. Journal of Hospitality Marketing & Management, 30(4), 395-418. https://doi.org/10.1080/19368623.2021.1841704
Gui, C., Zhang, P., Zou, R., & Ouyang, X. (2021). Servant leadership in hospitality: A meta-analytic review. Journal of Hospitality Marketing & Management, 30(4), 438-458. https://doi.org/10.1080/19368623.2021.1852641
Hair, J. J. F., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European business review, 26(2), 106-121. https://doi.org/10.1108/EBR-10-2013-0128
Halbesleben, J. R. B., Neveu, J.-P., Paustian-Underdahl, S. C., & Westman, M. (2014). Getting to the “COR” understanding the role of resources in conservation of resources theory. Journal of management, 40(5), 1334-1364. https://doi.org/10.1177/0149206314527130
Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: updated guidelines. Industrial management & data systems, 116(1), 2-20. https://doi.org/10.1108/IMDS-09-2015-0382
Hobfoll, S. E. (1989). Conservation of resources: a new attempt at conceptualizing stress. American psychologist, 44(3), 513-524. https://doi.org/10.1037/0003-066X.44.3.513
Hobfoll, S. E., Halbesleben, J., Neveu, J.-P., & Westman, M. (2018). Conservation of resources in the organizational context: The reality of resources and their consequences. Annual review of organizational psychology and organizational behavior, 5(1), 103-128. https://doi.org/10.1146/annurev-orgpsych-032117-104640
Janssen, P. P., Schaufelioe, W. B., & Houkes, I. (1999). Work-related and individual determinants of the three burnout dimensions. Work & stress, 13(1), 74-86. https://doi.org/10.1080/026783799296200
Kim, S.-H., Kim, M., & Holland, S. (2020). Effects of intrinsic motivation on organizational citizenship behaviors of hospitality employees: The mediating roles of reciprocity and organizational commitment. Journal of Human Resources in Hospitality & Tourism, 19(2), 168-195. https://doi.org/10.1080/15332845.2020.1702866
Liu-Lastres, B., Wen, H., & Huang, W.-J. (2023). A reflection on the Great Resignation in the hospitality and tourism industry. International Journal of Contemporary Hospitality Management, 35(1), 235-249. https://doi.org/10.1108/IJCHM-05-2022-0551
Liu, W., Zhou, Z. E., & Che, X. X. (2019). Effect of workplace incivility on OCB through burnout: The moderating role of affective commitment. Journal of Business and Psychology, 34, 657-669. https://doi.org/10.1007/s10869-018-9591-4
Ma, E., Qu, H., Wilson, M., & Eastman, K. (2013). Modeling OCB for hotels: Don’t forget the customers. Cornell Hospitality Quarterly, 54(3), 308-317. https://doi.org/10.1177/1938965513482520
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual review of psychology, 52(1), 397-422. https://doi.org/10.1146/annurev.psych.52.1.397
Montani, F., & Dagenais-Desmarais, V. (2018). Unravelling the relationship between role overload and organizational citizenship behaviour: A test of mediating and moderating effects. European Management Journal, 36(6), 757-768. https://doi.org/10.1016/j.emj.2018.03.001
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington books/DC heath and com.
Schaufeli, W. B., Leiter, M. P., Maslach, C., & Jackson, S. E. (1996). The Maslach Burnout Inventory manual - General survey (3rd ed.). Palo Alto, CA: Consulting Psychologists Press.
Shyju, P. J., Singh, K., Kokkranikal, J., Bharadwaj, R., Rai, S., & Antony, J. (2023). Service quality and customer satisfaction in hospitality, leisure, sport and tourism: An assessment of research in web of science. Journal of Quality Assurance in Hospitality & Tourism, 24(1), 24-50. https://doi.org/10.1080/1528008X.2021.2012735
Sidin, A. I., Darmawansyah, Mangilep, A. U., & Ayuningsih, T., & Bulu, R. M. (2020). Can Buginese values foster the organizational citizenship behavior (OCB) of civil servants in local hospital in Makassar, South Sulawesi, Indonesia. Enfermería Clínica, 30, 229-232. https://doi.org/10.1016/j.enfcli.2020.06.052
Torlak, N. G., Kuzey, C., Sait Dinç, M., & Budur, T. (2021). Links connecting nurses’ planned behavior, burnout, job satisfaction, and organizational citizenship behavior. Journal of Workplace Behavioral Health, 36(1), 77-103. https://doi.org/10.1080/15555240.2020.1862675
Wang, C.-J. (2020). Managing emotional labor for service quality: A cross-level analysis among hotel employees. International Journal of Hospitality Management, 88. https://doi.org/10.1016/j.ijhm.2019.102396
Wang, L., Dong, X., An, Y., Chen, C., Eckert, M., Sharplin, G., Fish, J., & Fan, X. (2023). Relationships between job burnout, ethical climate and organizational citizenship behaviour among registered nurses: A cross‐sectional study. International Journal of Nursing Practice, 29(5). https://doi.org/10.1111/ijn.13115
Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of management, 17(3), 601-617. https://doi.org/10.1177/014920639101700305
Các bài báo được đọc nhiều nhất của cùng tác giả
- Tạ Văn Thành, Hồ Đức Hùng, Nguyễn Đông Triều, Hồ Thị Thảo Nguyên, Trương Thu Nga, Hà Minh Hiếu, Ảnh hưởng của Marketing giác quan đến cảm nhận chất lượng dịch vụ và sự hài lòng của khách hàng thế hệ Gen Z khi sử dụng dịch vụ ẩm thực tại các cửa hàng ăn uống tại Thành phố Hồ Chí Minh , Tạp chí Nghiên cứu Tài chính - Marketing: Số 79 (2024)