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dc.contributor.authorHodari, Demian
dc.contributor.authorWaldthausen, Veronica
dc.contributor.authorSturman, Michael C.
dc.description.abstractHotel owners and managers are increasingly outsourcing their spas to specialist firms that oversee the spa’s operations and personnel. In such spas they assume the role of boundary spanners as they are responsible for overseeing the operational relationship between the hotel and spa companies. In this role, they are responsible for trying to satisfy the hotel and spa companies’ often contradictory expectations while also often adhering to two sets of operating guidelines. As a result, they may experience different levels of role conflict and role ambiguity than spa managers who oversee spas managed by the hotel. The results of a questionnaire completed by 166 hotel spa managers from spas managed by hotels and those managed by third parties found greater levels of these role stressors in managers of outsourced hotel spas. Based on these findings, research suggestions and managerial implications are discussed.
dc.rightsRequired Publisher Statement: © Elsevier. Final version published as: Hodari, D., Waldthausen, V., & Sturman, M. (2014). Outsourcing and role stress: an empirical study of hotel spa managers. International Journal of Hospitality Management, 37, 190-199. doi:10.1016/j.ijhm.2013.11.006 Reprinted with permission. All rights reserved.
dc.subjectrole ambiguity
dc.subjectrole conflict
dc.subjectboundary spanning
dc.titleOutsourcing and Role Stress: An Empirical Study of Hotel Spa Managers
dc.description.legacydownloadsSturman151_Outsourcing_and_role_stress.pdf: 2648 downloads, before Aug. 1, 2020.
local.authorAffiliationHodari, Demian: École hôtelière de Lausanne
local.authorAffiliationWaldthausen, Veronica: École hôtelière de Lausanne
local.authorAffiliationSturman, Michael C.: Cornell University School of Hotel Administration

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