E ISSN: 2583-049X

International Journal of Advanced Multidisciplinary Research and Studies

Volume 3, Issue 4, 2023

The Effect of Workshop Stress and Labor Emotion on Customers Orientation: Evidence from Tourism Services in Vung Tau City, Vietnam

Author(s): Truong Thi Cuc


The study aims to study the relationship between workplace stressors (including customer-related stress, work environment-related stress, and work-related stress). With labour emotions (including negative emotions and emotional exhaustion) and customer orientation. Based on theories and scales inherited from the research review, a theoretical research model is proposed on the relationship between workplace stressors and negative emotions, between negative and negative emotions, with emotional exhaustion and between emotional exhaustion and customer orientation. The research process is carried out by qualitative research and quantitative research. Accordingly, qualitative research is conducted by group discussion techniques with experienced people in tourism management. The purpose is to adjust and supplement the scale of research concepts. Quantitative research includes preliminary quantitative research and formal quantitative research. Preliminary quantitative research conducted a direct survey with 70 preliminary survey questionnaires to assess the reliability of research scales. Formal quantitative research applying statistical data processing software SPSS 26.0 and AMOS 20.0 with analytical steps: Data coding, Descriptive statistics; Assessing the scale's reliability; exploratory factor analysis; Confirmatory factor analysis; Analysis of the linear structural model.

Keywords: Workplace Stress, Negative Emotions, Emotional Exhaustion, Customer Orientation, Hospitality

Pages: 63-68

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