Zachowania klientów a wyczerpanie emocjonalne pracowników branży hotelarskiej. Konsekwencje dla procesu obsługi
Customer behavior vs. emotional exhaustion among employees of the hospitality industry. Implications for service process

Summary/Abstract: The purpose of this study was to identify the relationship between the behaviors of hotel guests and their consequences for the staff attitudes and behaviors based on contact employees of selected hotels in Tricity. The research problem is seeking the answers to the questions: Is there a relationship between the perceived unfriendliness of hotel guests and the employees’ emotional exhaustion experience and whether the increase in emotional exhaustion can influence service recovery efforts. Applied research methods are a critical analysis of literature and empirical research conducted by survey among contact employees of Tricity hotels. Research results show a significant and positive correlation between perceived guest unfriendliness and employees’ emotional exhaustion (H1) and a negative correlation between emotional exhaustion and service recovery performance (H2). Implications for managers and avenues for future research are also delivered.

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