Article

Burnout among Sports Centers’ Frontline Service employees: Does Service Climate matter?

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Abstract

As increasing attention focuses on supporting the central role of positive psychology in the workplace to enhance employee well-being, it is essential to understand how to reduce employee burnout from organizational and individual perspectives. Purpose: This study tests the cross-level relationships among group-level service climate and individual-level organizational identification, work-family conflict (WFC), organizational tenure, and burnout. Methods: Purposive samping was used to conduct a pilot study and a main study (Ns=58 and 331), a cross-sectional survey with self-administered questionnaires among frontline service employees at 29 different workgroups of 20 sports centers in Taiwan. We adopted hierarchical linear models to test the hypothesized model. Results: The results indicate that WFC is significantly and positively associated with burnout and that organizational identification is significantly and negatively associated with burnout at the individual level. In particular, organizational tenure moderates the relationship between WFC and burnout. The group-level service climate has the main effect on burnout and moderates the relationship between WFC and burnout. The service climate does not moderate the relationship between organizational identification and burnout. Conclusion: This study attempts to advance knowledge by developing a multilevel model to identify individual- and organizational-level antecedents of work burnout. The research findings suggest that service climate acts as a protective buffer against work burnout and is vital in enhancing employee well-being. 

Keywords: sports center frontline service employees, work-family conflict, burnout, service climate, hierarchical linear modeling, multilevel analysis

Keywords: sports center frontline service employees, work-family conflict, burnout, service climate, hierarchical linear modeling, multilevel analysis

How to Cite:

Huang, M., (2023) “Burnout among Sports Centers’ Frontline Service employees: Does Service Climate matter?”, Negotiation and Conflict Management Research 16(4), 267-289. doi: https://doi.org/10.34891/0hc3-5k96