Authors: Amarjit Gill, Nahum Biger, Smita Bhutani
Addresses: College of Business Administration, TUI University, 5665 Plaza Drive, CA 90630, USA. ' College of Business Administration, TUI University, 5665 Plaza Drive, CA 90630, USA. ' Geography Department, Panjab University, Chandigarh 160014, India
Abstract: The study examines the impact of empowerment and transformational leadership on employee job stress. In addition, the study seeks to extend Gill et al.|s findings related to mitigating stress and burnout. Results show that the improvement in the level of perceived empowerment and transformational leadership used by managers mitigate employee job stress in the hospitality services industry. This paper offers useful insights for service managers based on empirical evidence.
Keywords: hospitality services; employee empowerment; transformational leadership; CCSEs; customer-contact service employees; job stress; service industry.
International Journal of Services, Economics and Management, 2010 Vol.2 No.1, pp.30 - 45
Published online: 02 Dec 2009 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article