Factors that mitigate employee job stress in the service industry

Amarjit Gill, Nahum Biger, Smita Bhutani

Research output: Contribution to journalArticlepeer-review


The study examines the impact of empowerment and transformational leadership on employee job stress. In addition, the study seeks to extend Gill et al.’s findings related to mitigating stress and burnout. Results show that the improvement in the level of perceived empowerment and transformational leadership used by managers mitigate employee job stress in the hospitality services industry. This paper offers useful insights for service managers based on empirical evidence.

Original languageEnglish
Pages (from-to)30-45
Number of pages16
JournalInternational Journal of Services, Economics and Management
Issue number1
StatePublished - 2010
Externally publishedYes


  • CCSEs
  • EM
  • JS
  • TL
  • customer-contact service employees
  • empowerment
  • hospitality
  • job stress
  • transformational leadership

ASJC Scopus subject areas

  • Economics and Econometrics
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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