Understanding and Managing Job Stress in the Service Sector: A Literature Review

Sri Yusriani; Nunung Nurbaeti; Shine Pintor Siolemba Patiro

doi:10.47747/ijbme.v5i2.1774

Authors

SRI "SARAH" YUSRIANI Indonesia Open University
Miss Nunung Nurbaeti Indonesia Open University
Dr. Shine Pintor Siolemba Patiro Indonesia Open University

DOI:

https://doi.org/10.47747/ijbme.v5i2.1774

Keywords:

Job Stress, Turnover Intention, Job Stress Management, Service Sector, Qualitative

Abstract

Job stress is an integral aspect of human resource development dynamics within organizations. This literature review investigates job stress, highlighting its prevalence as a critical issue for employees in various service sectors, such as healthcare, hospitality, banking, consumer, and courier services. The study sets out to accomplish two primary goals: firstly, to delineate the factors that contribute to job stress, and secondly, to evaluate the repercussions of job stress on employees. By examining insights from ten prior studies, we identify a comprehensive array of internal and external factors that intensify job stress. We further explore the influence of these stressors on vital outcomes, including turnover intentions, employee performance, and burnout. Our findings reveal that job stress significantly impacts employees' intentions to leave. Nonetheless, effectively managing job stress can foster positive outcomes for organizations. These insights underscore the critical need for management in the service sector to grasp the complex origins of job stress fully. Armed with this understanding, they can devise and implement strategies to reduce turnover intentions, bolstering overall organizational performance

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Author Biographies

SRI "SARAH" YUSRIANI, Indonesia Open University

Sri Yusriani is a postgraduate student and assistant lecturer at the Indonesian Open University, specializing in Communication Science and Human Resources Management. She successfully defended her master's thesis in January 2024 as the best alumna. Professionally, she has excelled in supply chain management at FK Distribution Denmark and also contributed to ICRC Denmark. Known for her skills in writing and public speaking, Yusriani has received many awards and actively mentored more than 50 authors in scientific writing, demonstrating her commitment to sharing knowledge and serving the community.

Yusriani's educational background includes completing high school at SMU YKPP 1 Komperta Plaju Palembang in 2001, studying Geography at Padang State University, and Arabic Language Education at the Indonesian Education University from 2002 to 2005. She also pursued studies in foreign languages, learning Polish at Jagiellonian University, Krakow, from 2010 to 2012. From 2022 until now, she has been attending a 'Sprogskoler' Danish language school in Billund, Denmark. Outside of her professional and academic pursuits, Yusriani has been recognized for her achievements in English speech and Islamic short story writing competitions in Indonesia. Together with her research colleagues, she won second place in the master's thesis competition at the 14th IEOM (International Conference on Industrial Engineering and Operations Management) in Dubai, UAE, in February 2024. She is currently preparing for a PhD program in Denmark.

https://orcid.org/0009-0000-8576-1949

Miss Nunung Nurbaeti, Indonesia Open University

Nunung Nurbaeti is a postgraduate student at Universitas Terbuka, a dedicated writer, and an alumna of Padjadjaran University's undergraduate program. She possesses a profound interest in scientific writing and has accumulated approximately ten years of experience working remotely as a teaching assistant. In 2020, Nunung was honored with a consolation prize in a Ramadan storytelling event. Her scholarly works have been showcased at multiple international conferences. Additionally, along with her research colleagues, she secured second place in the master's thesis competition at the 14th International Conference on Industrial Engineering and Operations Management (IEOM) held in Dubai, UAE, in February 2024.

https://orcid.org/0009-0003-0266-533X

Dr. Shine Pintor Siolemba Patiro, Indonesia Open University

Dr. Shine Pintor Siolemba Patiro is an esteemed Associate Professor at the Faculty of Economics and Business, Postgraduate Studies at Indonesia Open University, where he currently serves as the Functional Head of the Management Program. He earned his doctoral degree from Gadjah Mada University in Jogjakarta, Indonesia. Dr. Patiro is a prolific author, having published multiple books and numerous scientific articles in Scopus and Sinta-indexed journals. As a senior lecturer and department head, he consistently inspires and motivates his students to achieve excellence in their academic and professional endeavors. With a profound passion for scientific writing and renowned expertise in quantitative research, Dr. Patiro is a respected figure in his field, widely recognized for his scholarly contributions and mentorship.

https://orcid.org/0000-0001-7912-4724

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