Effects of organizational/occupational characteristics and personality traits on hotel manager emotional exhaustion

John W. O'Neill, Qu Xiao

Research output: Journal article publicationJournal articleAcademic researchpeer-review

49 Citations (Scopus)


Emotional exhaustion is a type of burnout and a state of mental weariness. It is an important issue for hospitality organizations because customer contact employees and hospitality managers function in an environment that is particularly susceptible to the creation of the antecedents of burnout. Further, emotional exhaustion itself is costly to hospitality organizations and individuals because it has been shown to result in depersonalization, detachment, decreased service quality and job performance, and increased turnover. Using a sample of 544 hotel managers from 36 hotels located throughout the United States, this study examines whether emotional exhaustion is a function of organizational and occupational characteristics, including job demands, quality orientation, pressure to produce, and need for "face time." In addition, this study analyzes whether personality traits of the managers themselves, including extroversion and neuroticism, are predictors of emotional exhaustion. This study found emotional exhaustion of hotel managers to be a function of not only job and organizational characteristics, but also personality characteristics.
Original languageEnglish
Pages (from-to)652-658
Number of pages7
JournalInternational Journal of Hospitality Management
Issue number4
Publication statusPublished - 1 Dec 2010


  • Burnout
  • Emotional exhaustion
  • Hotel
  • Personality traits

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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