{"id":"https://openalex.org/W2033168262","doi":"https://doi.org/10.1300/j171v07n01_03","title":"Burnout and Service Employees' Willingness to Deliver Quality Service","display_name":"Burnout and Service Employees' Willingness to Deliver Quality Service","publication_year":2007,"publication_date":"2007-12-11","ids":{"openalex":"https://openalex.org/W2033168262","doi":"https://doi.org/10.1300/j171v07n01_03","mag":"2033168262"},"language":"en","primary_location":{"id":"doi:10.1300/j171v07n01_03","doi":"https://doi.org/10.1300/j171v07n01_03","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j171v07n01_03","pdf_url":null,"source":{"id":"https://openalex.org/S109960688","display_name":"Journal of Human Resources in Hospitality & Tourism","issn_l":"1533-2845","issn":["1533-2845","1533-2853"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Human Resources in Hospitality &amp; Tourism","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5079781256","display_name":"Sut I Wong Humborstad","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210095110","display_name":"Macao University of Tourism","ror":"https://ror.org/00nx0vn86","country_code":"MO","type":"education","lineage":["https://openalex.org/I4210095110"]}],"countries":["MO"],"is_corresponding":false,"raw_author_name":"Sut I W Humborstad","raw_affiliation_strings":["Institute for Tourism Studies, Colina de Mong-Ha, Macau, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute for Tourism Studies, Colina de Mong-Ha, Macau, China","institution_ids":["https://openalex.org/I4210095110"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5037686950","display_name":"Bjarte Humborstad","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210108537","display_name":"University of Saint Joseph","ror":"https://ror.org/01m6ap410","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210108537"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Bjarte Humborstad","raw_affiliation_strings":["Macau Inter-University Institute, Rua de Londres 16 Macau, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Macau Inter-University Institute, Rua de Londres 16 Macau, China","institution_ids":["https://openalex.org/I4210108537"]}]},{"author_position":"last","author":{"id":null,"display_name":"Richard Whitfield","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210108537","display_name":"University of Saint Joseph","ror":"https://ror.org/01m6ap410","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210108537"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Richard Whitfield","raw_affiliation_strings":["Macau Inter-University Institute, Rua de Londres 16 Macau, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Macau Inter-University Institute, Rua de Londres 16 Macau, China","institution_ids":["https://openalex.org/I4210108537"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.4579,"has_fulltext":false,"cited_by_count":54,"citation_normalized_percentile":{"value":0.76703917,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"7","issue":"1","first_page":"45","last_page":"64"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12704","display_name":"Stress and Burnout Research","score":0.6406000256538391,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12704","display_name":"Stress and Burnout Research","score":0.6406000256538391,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.2705000042915344,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.05620000138878822,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/burnout","display_name":"burnout","score":0.9290000200271606},{"id":"https://openalex.org/keywords/service-employees","display_name":"service employees","score":0.859000027179718},{"id":"https://openalex.org/keywords/affective-commitment","display_name":"affective commitment","score":0.968999981880188},{"id":"https://openalex.org/keywords/organizational-support","display_name":"organizational support","score":0.8679999709129333},{"id":"https://openalex.org/keywords/supervisory-support","display_name":"supervisor support","score":0.9739999771118164},{"id":"https://openalex.org/keywords/hotel-employees","display_name":"hotel employees","score":0.6819999814033508},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.550000011920929},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6629999876022339}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6576749682426453},{"id":"https://openalex.org/C143916079","wikidata":"https://www.wikidata.org/wiki/Q2629248","display_name":"Burnout","level":2,"score":0.6569811701774597},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6067337393760681},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5578984618186951},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5289238691329956},{"id":"https://openalex.org/C83030740","wikidata":"https://www.wikidata.org/wiki/Q267236","display_name":"Organizational commitment","level":2,"score":0.5007338523864746},{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.4944190979003906},{"id":"https://openalex.org/C2779110517","wikidata":"https://www.wikidata.org/wiki/Q1240788","display_name":"Supervisor","level":2,"score":0.4834959805011749},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.47571760416030884},{"id":"https://openalex.org/C2778915428","wikidata":"https://www.wikidata.org/wiki/Q7166983","display_name":"Perceived organizational support","level":3,"score":0.46059074997901917},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.43794792890548706},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.40828898549079895},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.1533356010913849},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.11388200521469116},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C70410870","wikidata":"https://www.wikidata.org/wiki/Q199906","display_name":"Clinical psychology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1300/j171v07n01_03","doi":"https://doi.org/10.1300/j171v07n01_03","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j171v07n01_03","pdf_url":null,"source":{"id":"https://openalex.org/S109960688","display_name":"Journal of Human Resources in Hospitality & Tourism","issn_l":"1533-2845","issn":["1533-2845","1533-2853"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Human Resources in Hospitality &amp; Tourism","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","score":1.0,"id":"https://metadata.un.org/sdg/8"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":47,"referenced_works":["https://openalex.org/W588853553","https://openalex.org/W593288616","https://openalex.org/W659549537","https://openalex.org/W1488078419","https://openalex.org/W1582824377","https://openalex.org/W1607816920","https://openalex.org/W1689771227","https://openalex.org/W1894021554","https://openalex.org/W1927745024","https://openalex.org/W1971440513","https://openalex.org/W1971898597","https://openalex.org/W1980973772","https://openalex.org/W1981706583","https://openalex.org/W1982735577","https://openalex.org/W1990926484","https://openalex.org/W1995113941","https://openalex.org/W2005459481","https://openalex.org/W2005786016","https://openalex.org/W2007789662","https://openalex.org/W2029013777","https://openalex.org/W2031682593","https://openalex.org/W2038984978","https://openalex.org/W2042634652","https://openalex.org/W2056633420","https://openalex.org/W2064024260","https://openalex.org/W2064307395","https://openalex.org/W2075565620","https://openalex.org/W2083174051","https://openalex.org/W2089798236","https://openalex.org/W2094013842","https://openalex.org/W2114710495","https://openalex.org/W2122078595","https://openalex.org/W2140918013","https://openalex.org/W2144816256","https://openalex.org/W2154024989","https://openalex.org/W2157122373","https://openalex.org/W2158063654","https://openalex.org/W2158403055","https://openalex.org/W2258702628","https://openalex.org/W2318825096","https://openalex.org/W2889508061","https://openalex.org/W3127532780","https://openalex.org/W3144139892","https://openalex.org/W4244248008","https://openalex.org/W4244268955","https://openalex.org/W4252358332","https://openalex.org/W4298345247"],"related_works":["https://openalex.org/W3156100074","https://openalex.org/W2283029933","https://openalex.org/W2557026627","https://openalex.org/W4284697029","https://openalex.org/W1965637794","https://openalex.org/W4402273474","https://openalex.org/W2951207840","https://openalex.org/W1777972628","https://openalex.org/W2898837158","https://openalex.org/W2548650896"],"abstract_inverted_index":{"Employees":[0],"are":[1,39,146],"vital":[2],"for":[3],"enhancing":[4],"customer":[5],"satisfaction":[6],"and":[7,42,72,106,120,128],"loyalty":[8],"in":[9,32,85,88],"service":[10,36,69,144],"organizations":[11],"because":[12],"their":[13,73,121],"proactive":[14],"involvement":[15],"is":[16,53,110],"an":[17],"essential":[18],"part":[19],"of":[20,30,50,116,123,126],"delivering":[21],"the":[22,26,33,48,58,66,124,133],"services":[23,105],"offered.":[24],"With":[25],"recent":[27],"rapid":[28],"growth":[29],"tourism":[31],"Macau":[34,89],"SAR,":[35],"employee":[37],"workloads":[38],"clearly":[40],"increasing,":[41],"consequently":[43],"one":[44],"would":[45],"expect":[46],"that":[47,96,107],"incidence":[49],"job":[51,97],"burnout":[52,71,98],"rising.":[54],"This":[55],"study":[56],"uses":[57],"well-known":[59],"Maslach":[60],"Burnout":[61],"Inventory":[62],"(MBI)":[63],"to":[64,75,102,142],"investigate":[65],"relationship":[67],"between":[68],"employees'":[70],"willingness":[74,101],"deliver":[76,103],"quality":[77,104],"services.":[78],"Self-administered":[79],"questionnaires":[80],"from":[81],"110":[82],"operational":[83],"staff":[84],"three":[86],"hotels":[87],"have":[90],"been":[91],"analyzed.":[92],"The":[93],"results":[94],"indicate":[95],"reduces":[99],"staff's":[100,114],"this":[108],"effect":[109],"moderated":[111],"by":[112,132],"individual":[113],"level":[115],"affective":[117],"organizational":[118,127],"commitment,":[119],"perceptions":[122],"extent":[125],"supervisor":[129],"support":[130],"provided":[131],"organization.":[134],"Based":[135],"on":[136],"these":[137],"results,":[138],"practical":[139],"managerial":[140],"strategies":[141],"improve":[143],"performance":[145],"identified.":[147]},"counts_by_year":[{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":6},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":2}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
