Burnout, engagement, coping and general health of service employees in the hospitality industry

Abstract

The aim of this study was to determine the relationships between burnout, engagement, coping and general health of employees in the hospitality industry of a South African city. A purposive, convenience sample and a survey design were used. The sample consisted of 150 bar attendants and employees in restaurants in the city of Potchefstroom in the North-West Province. The Maslach Burnout Inventory-Human Services Survey, the Utrecht Work Engagement Scale, the Cybernetic Coping Scale and General Health Questionnaire were administered. The results indicated that health of service staff could be predicted by their feelings of personal accomplishment and dedication, having avoidant coping strategies and favouring the addressing of symptoms in coping. The contribution of the burnout dimensions of emotional exhaustion and personal accomplishment to health were moderated by the coping strategies of symptom reduction and accommodation, respectively.