Impact of Job Stress on Work Performance of Customer Service Employees in Selected Four Star Hotels in Sri Lanka

Abstract

Area of the Study This research is mainly focused on the job stress and work performance of customer service employees in selected four stars hotels in Sri Lanka. Problem of the Study This research study attempts to explore the relationship between stress and work performance of customer service employees in selected four stars hotels in Sri Lanka. Thus, the research problem of this study is; “Does the job relate stress has an impact on work performance of customer service employees in selected four stars hotels. Method of the Study The data were collected from a randomly selected sample of 40 customer service employees in selected four stars hotels in the Central Province and used a structured questionnaire, which indicate the statements of stress and work performance with 5 points Likert scale and used personal interviews. The data was analyzed using SPSS computer package and it included the univariate and bivariate analyses. Findings of the Study According to the empirical evidence of this study, it is found that there is a positive relationship between job stress and work performance of customer service employees in selected hotels. It indicates the stress level of customer service employees positively contributes to the level of performance. Conclusion of the Study Although there is a positive relationship between job stress and work performance of customer service employees in selected four stars hotels the level of stress of customer service employees is in high. Thus, some programs for reducing the level of stress of customer service employees in stars hotels can be recommended. Also a good relationship should be maintained with employees in this hotel.