Role stress and its outcomes: Evidence from hotel industry of Pakistan

Abstract

Keeping in view the importance of services industries especially the hospitality sector, the study analyzed behavioral outcomes of role stress in frontline employees of three, four and five star hotels in Lahore for the first time in the Pakistani context. Stratified random sampling technique was used to collect data from 262 frontline employee of six job positions. By using smart PLS 3.0 software that utilizes Partial Least Square Structure Equation Modeling (PLS-SEM) technique, the study found role stress negatively affecting job satisfaction and positively affecting both burnout and turnover intention of employees. All relationships were significant at 99% confidence level. The result showed eroding effect of stress on job satisfaction and accumulating tendency towards burnout and turnover intention. The results of this study, not only confirmed to previous results, both in direction and strength of the relationship. Rather, provided new insight to understand the phenomenon in the hospitality sector of Pakistan.