Employees working in the tourism and hospitality sector encounter many difficulties such as long working hours, low pay, and few opportunities for promotion. Furthermore, this sector provides fewer opportunities for female employees. The goal of this chapter is to examine gender differences in burnout perceptions among employees working in five-star hotels. Burnout was measured using three dimensions of the Maslach Burnout Inventory (Emotional exhaustion, depersonalization, personal accomplishment) based on the 22-item scale. The study indicated that gender differences in emotional exhaustion and personal accomplishment were not different. Gender differences were found on depersonalization, however, with females scoring higher. Practical implications of the findings in terms of reducing burnout levels are offered.
Derya Kara and Muzaffer Uysal
Hyelin (Lina) Kim, Zihui Ma and Muzaffer Uysal
There are many ways contemporary consumers take control over their own good times. Tourists now have shifted towards the non-economic value of consumption, focusing more on abstract value, such as creating experiential value, sense of well-being, and quality of life. Using service dominant logic where the focus is on the stages and touch points of the tourists’ experiences, the chapter explores the ways tourists co-create situations, recover from difficult encounters and build positive memories with service personnel and others. Co-innovation, co-marketing, co-production, and co-recovery are all featured in the discussion.