Development of Customer Related Experience Stressors (CES) Scale: Focused on Front-Line Hotel Employees

Abstract

In hotel industry, the excellent service quality through a positive connection can cause customer satisfaction and loyalty, which is directly related to the hotel's revenue. Therefore, the fact that front-line employees must always treat all customers politely and kindly at the service point of contact can be stressful, resulting in emotional burnout, exhaustion and job turnover intention. So in this study, the Customer-related experience stressors (CES) model was created using a scale-development research method for front-line employees working in 5- and 4-star hotels, consisting of a total of 5 factors and 25 measurement items. As a conclusions, this study discussed many theoretical and practical implications on CES for front-line employees working not only in hotels but also in the hospitality industry.