Challenging or hindering? Understanding the daily effects of work stressors on hotel employees’ work engagement and job satisfaction

• Published in: International journal of hospitality management Vol. 103; p. 103211
• Main Authors: Shi, Xiaolin (Crystal), Gordon, Susan, Adler, Howard
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 01.05.2022
• Subjects: Challenge stressors; Daily diary study; Hindrance stressors; Job satisfaction; Work engagement; Work engagement; Daily diary study; Job satisfaction; Challenge stressors; Hindrance stressors
• ISSN: 0278-4319; 1873-4693
• DOI: 10.1016/j.ijhm.2022.103211

In this daily diary study, the effects of hindrance and challenge stressors on the daily job satisfaction and work engagement of frontline hotel employees were examined. Daily coworker support was also investigated as a moderator of these relationships. The study was conducted using a within-person approach. The hypotheses were tested in a sample of 65 full-time frontline hotel employees in the United States. Each participant completed a one-time initial assessment and a minimum of five daily diary surveys on their workdays. Hindrance stressors, challenge stressors, coworker support, job satisfaction, and work engagement all fluctuated daily. Daily challenge stressors could boost employees’ levels of engagement in daily work, but these stressors could also decrease employees’ daily job satisfaction. The findings revealed the necessity to manage frontline employees’ work stressors on a day-to-day basis and offered suggestions for hotel practitioners. •The study examines the dynamic nature of hotel employees’ work stressors using experience sampling method.•Daily challenge stressors positively influence work engagement and negatively influence job satisfaction.•On days when employees perceive higher coworker support, there is a positive relationship between challenge stressors and work engagement.•On days when employees perceive lower coworker support, there is a negative relationship between hindrance stressors and job satisfaction.