Negative organizational service climate and its impact on employees' expression of false smile and burn out

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Ivane Javakhishvili Tbilisi State University Press
Nowadays for hospitality institutions satisfaction of employees and their well-being become core issue. Successful organizations have realized that the profit of their business depends on their employees’ professional skills and positive behavior towards customer. In 21st century in customer service settings service with smile is job requirement but quiet often it leads to employee exhaustion and turnover. The purpose of this paper was to investigate link between employee dissatisfaction from service climate and its impact on their false expression in particular smile which leads to their exhaustion, burn out and turnover. We made an investigation in local resort hotels which are located in the regions of the country Georgia. Questioners were distributed among employees and the results have shown that dissatisfaction from organizations service climate led employees’ false smile towards customer their exhaustion and turnover. False smile was easily recognized by the customers and the frustrated employee with false smile could not provide high quality of service. This obviously shows the importance of creating positive service climate within the hospitality institutions.
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Employee dissatisfaction, service climate, false expression, false smile, employee burnout
The 4th International Scientific Conference: "Challenges of Globalization in Economics and Business", Tbilisi, 2019, pp. 179-186