Understanding Restaurant Frontline Employees’ Role Overload, Job Stress, Emotional Exhaustion and Work Alienation

This study was conducted to analyze the relationships between role overload, job stress, emotional exhaustion, and work alienation among frontline employees in the restaurant industry. This study focuses on how job-related characteristics can affect the behavior and attitudes of restaurant frontline employees. Surveys were conducted at 40 casual dining restaurants in Diyarbakır, a city located in southeastern Türkiye. Using convenience sampling method, data were collected from 540 restaurant employees through a survey. Path analysis was conducted within the framework of structural equation modeling to test the hypothesized relationships among the study variables. The findings revealed a significant relationship between role overload and job stress. Additionally, job stress was found to be significantly associated with both emotional exhaustion and work alienation among employees. Furthermore, role overload was directly related to both emotional exhaustion and work alienation. Mediation analyses indicated that job stress partially mediated the relationship between role overload and both emotional exhaustion and work alienation. It is recommended that employees improve their time management and prioritization skills to better manage their workload and role expectations. In addition, strengthening team cohesion and actively using social support networks can be effective in reducing the risk of work alienation and emotional burnout. Furthermore, it is important for industry stakeholders to focus on human resources policies that prioritize employee well-being and stress management to prevent emotional burnout and work alienation.