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EFFECT OF STRESS ON
EMPLOYEES PRODUCTIVITY IN THE SERVICE INDUSTRY
CHAPTER ONE
INTRODUCTION
BACKGROUND OF THE STUDY
Trying to match limited global resources against an ever
increasing world population appears to be the crux of the matter. The spill out from this seemingly intractable
problem has been the world wide rural urban drift that has invariably led to
overcrowded and heavily populated cities with basic infrastructures and other
social amenities being stretched almost to breaking point. Rising
un-employment, high cost of living, high crime rate and the ever-widening gap
between the rich and the poor are also spill-outs from the complex problem
earlier mentioned. The disenchantment and disillusionment arising from the
foregoing stressful conditions (especially among the poor) has been on the
increase over the years (Brown, 1980).
Reliable scientific research efforts on stress and other
related issues started to emerge around the middle of the 20th century (Luthan,
1989). The earliest scientists to conduct extensive research into the
physiological, psychological (Luthan, 1989). The general adaptation syndrome (GAS)
model development by Hans selys many years ago is still very relevant to
present day research efforts on stress (narayanan et al, 1999).
Here in Nigeria, quite a number of empirical research studies
and clinical experiments have been carried out on the incidence of stress at
different levels and under different circumstances (Oloko 1977) Ovurie 1979;
Obugbile 1982, Ebie 1983 and Akinnusi 1993. these studies have shown consistent
high level of stress among Nigieran workers. Such stress in conjunction with other
socio-political and economic factors has contributed to the declining
performance and productivity of the Nigerian factors responsible for such
stress were properly identified and evaluated. Attempting to address some of
the basic issues relating to stress as it affects employees productivity in the
service industry is my concern in this project.
1.1 BACKGROUND OF
THE STUDY
According to Sely (1976) it is widely accepted that the
development of stress reaction or symptoms is a functions of factors operating
in the internal environment. The nature of the interaction between these
variables will determine the prevalence, cause and consequences of stress
relation.
There is stress
associated with individual, group, organization and extra-organisational
actors. On the individual factors, stress can be associated with personal
characteristics and life career stages. On the group factors, these include
lack of group cohesiveness, lack of social support, inter-personal and
inter-group conflict. Thus the effectiveness of employees in any service
industry is influenced by the nature of relations among groups. The
organizational factor related to conflicting policies, ill-defined
responsibilities and authorities, poor physical working condition.
While the extra-organisational factors are associated with
societal and technological changes, family situations, poor residential
conditions etc. stress may have be neticial as well as adverse effects in the
long run. The organism in individuals grows in adaptive capacity through its
encounter with stress and faced with blend safe environment. Thus, we can see
in every phase of the development of life, from infancy through adolescence,
from the struggle to learn to work to earn one’s living, we can attest to the
fact that stress is involved in the development of all personal growth.
Therefore, since stress has so much on the past of human life, we need to be
able to adapt to it if we are to continue to function.
However, despite the draw back of stress, it is not altogether
bad for individual employees or their overall organizational performance.
Infact, it is generally recognized that at least low level of stress can
enhance job performance. This low level of stress required is referred to as
“eu-stress” (a Greek word meaning good) Selye (1976). There is therefore the
need to understand the term “stress” through the knowledge of the subjects and
the practical application of appropriate strategies as to how to either cope
without manage stress. This forms the basis for this current study, as it will
give the research the opportunity of sampling opinion of different
personalities working with Shukura Hotel, Sokoto.
1.2 STATEMENT OF
THE PROBLEM
Stress as a concept has attracted a lot of attraction
frommany diverse disciplines such as psychiatry, clinical and social
psychology, sociology, organizational behaviours, cultural
anthropology,medicine et cetera. This is not surprising because the causes and
consequences of stress are multi-faceted and wide-ranging.
In the developing countries, the incidence of stress at
homes, in the society and amongst employees of any service industry is also
alarming owing to harsh economic realities, poor social relations,
institutional delays and breakdowns, general pervasive feelings of precariousness
of life. People encounter stress in their day to day activities, this study
will focus on the effect of stress on employees’ productivity in Shukura Hotel,
Sokoto with a view to assessing the factor that contributes to stress in
various employees.
These problems as mentioned above poses a three to the
productivity of employees in service, industry because the work of one
employee’s work depends on the other since the execution of a task to achieve
customers’ satisfaction follow a hierarchy in terms of execution. Basically,
these problems necessitate the need for assessing the effect of stress on
employees productivity using Shukura Hotel, Sokoto as a case study with a view
to identifying the factors that contribute to stress in the employees, and proffer
possible ways to solving some of these problems.
1.3 OBJECTIVES
OF THE STUDY
In whatsoever situation, however capacity to withstand stress
is a function of the individual, the situation and the social context. This
form the basis of this current study.
The general objective
of this study is to provide an empirical investigation of stress in an
organization and how it affects productivity amongst employees in a service
productivity amongst employees in a service industry (especially Shukura Hotel,
Sokoto). Specifically, this study aims at identifying the personality,
groupings among employees which may predispose them to stress. however, the
major objectives are stated as follows:
1. to
identify the causes of stress and human reaction to it.
2. to
analyse the difference between functional and dystunctional stress among the
employees.
3. to
determine how stress on the job influences the behaviour of employees.
4. to
identify factors that contribute to most employees stress and how the factors
affect their family life as well as place of work.
5. to
identify ways of preventing harmful stress among the employees as well as to
highlight specific strategies of coping with or managing stress.
6. to also
try to identify the overall effects of stress on employees productivity and how
it affects the organization.
1.4 STATEMENT
OF HYPOTHESIS.
In view of the research problem this study intends to
address, the following research hypothesis shall be proffered in order to
provide direction in the course of data analysis, and to enable the researcher
arrive at fundings and draw conclusions from them. The following are some basic
hypothesis to be considered in the course of this research work.
1. Ho: that
quantitiative and qualitiative overload do not contribute to stress.
Hi: that quantitative and qualitiative over load contribute
to stress.
2. Ho: that
level of job satisfaction and participation does not affect the intensity of
stress among employees.
Hi : that level of job satisfaction and participation affects
the intensity of stress among employees.
1.5
SIGNIFICANCE OF THE STUDY
It has been observed that there is a shortage or inadequacy
of literature relevant, specifically, to stress management in Nigeria business
organizations. Therefore believe that this research report will be relevant to
existing literature in such area.
Furthermore, it is also expected that the research report
will be significant to the management and employees of Shukura Hotel, Sokoto
and similar organization as a working material relevant to decisions on stress
management and control. Arguments presented and analysis made will surely
province useful aids to decisions-making on stress management in most service
industries especially the hotels. Moreover, the above is the expectation that
the research will be significant in sensitizing hotel executives on the importance
of ensuring an efficient stress management strategy.
Conclusively, the significance of this research work in line
with fulfilling an academic requirement, which is a pre-requisite for the award
of a post graduate diploma (PGD) in management science cannot be
overemphasized.
1.6 SCOPE OF
THE STUDY.
This research work is mainly concerned with the effect of
stress on employees productivity in the service industry, laying more emphasis
on a hotel setting like Shukura Hotel, Sokoto.
In this case, the researcher only based the research work on
the scanty data which were supplied to him by the management of Shukura Hotel,
Sokoto. Due to fear of competing firms and relinquishing vital data which could
be within reach of their competitors.
1.7 LIMITATION OF THE STUDY
The researcher was unable to lay hands on some recent
publications on stress due to logistics and financial constraints. It has not
been easy to always travel. These limitations were however minimized through
the support of an insider.
Finally, efforts were made to reduce the effect of these
limitations through quality and ardent supervision at various stages of this
research work.
1.8 HISTORICAL
BACKGROUND OF CASE STUDY
Sokoto town emerged from the reign of caliphate Mohammed Bell
oater the jihad of Shehu Othman Danfodiyo in the year 1809. early settlers were
attracted to the city because of economic prospects and security the town could
offer.
Mohammed Bello’s dynamic policies led sokoto to play a mjor
role as an administrative cosmopolitian, commercial and religious learning
centre. The movement of Shehu Othman Danfodiyo to Sokoto state in the year 1805
brought about the rapid growth of the town in population, commerce, religion
and administration. The headquarters of the sokoto caliphate has today grown
from being a provincial headquaters to a state headquarters of the
North-western states, and now the headquarters of Sokoto state. There is now a
federal University, University Teaching Hospital and an airport, among many
modern facilities.
SHUKURA HOTEL, SOKOTO.
Shukura hotel, sokoto built by the sokoto state government is
as a result of sudden upsurge of travelers to sokoto state and its environs
during the political days of the second republic. Then, there was an excessive
demand in hotel accommodation and the government of the day therefore
considered it appropriate to build a modern hotel in the state capital to
complement the existing servies in it already with the latest Japanese
technology, in corporate the most modern facilities a five star hotel can
provide anywhere in the world. The hotel has sixty (60) double rooms, and three
(3) executive suites tastefully furnished and warmly decorated to give
customers good comfort, the real home away from home”.
Situated on Gusau road, it is within the proximity of the
states banking institutions, airline booking offices and shopping centres. The
hotel has a wide-spaced reception lobby for various kinds of information, and
gift shop packed with exotic and assorted gifts.
MANAGEMENT: Shukura hotel, sokoto was eventually handed over
to Arewa Hotels development limited, the leading hotel operators in the country
for management in the early part of 1986. trial run period of the hotel
commenced on the 7th June, 1986.
ROOMS: All the sixty (60) rooms are amply-sized and
luxuriously furnished. Each of the rooms has a twin-bed, a private bath,
individually controlled air-conditioner, and upholstered items. There is video
system that provides four alternative channels for guests comfort. This is in
addition to the telephone services, radio in-house light music for customer
listening pleasure. The hotel offers high class services from well trained
management and service staff.
RESTAURANT OPERATIONS
The restaurant serves guests both Nigerian and International
cuisines with very good varieties of a la carte menu.
OPENING HOURS.
Breakfast
7;-00am – 10:00am
Lunch 12:30pm
-3.:00pm
Dinner
7:30pm-10:00pm
There is however, a twenty four (24) hours room service in
operators
BAR: Shukura cossy bar is designed specially to satisfy a
high class service. The bar is to ensure that residential and non-residtinal
guests enjoy a variety of cocktails and other chilled assorted drinks.
Non-resident guests can also make use of the bar only when they are registered
as members, charged a token fee and would be expected to operate within the
rules and regulations of the club.
CONFERENCES: There is a high-class banquet hall which caters
for all sorts of social functions, from launching of new products, conference,
seminars, receiptions cocktail parties, etc with a standing and sitting
capacity of over two hundred (200) guests. It is very much an ideal place for
all kinds of banqueting functions. Secretarial services can also be provided
for conference delegates and resident guests. There is also a parking space of
over a hunded (100) cars within the hotel premises.
PLACES OF INTEREST IN SOKOTOSTATE
There are several places of interest in sokoto state among
which are tomb of Shehu Othman Danfodiyo, the Sultan’s palace, the leather
tannery work, the sokoto cement factory etc.
ORGANISATION STRUCTURE
1.9 DEFINITION
OF TERMS
1. STRESS:
Stress can be defined as the “rate of all wear and caused by life” (selye,
1982).
2. EMPLOYEE:
This is an individual whose serives are headed or are headed or are essential
for the attainment of organizational goals and objectives. He/she puts both
mental and physical efforts in order to achieve the set goals and or objectives
of an organization.
3.
PRODUCTIVITY: This refers to the output –input ratio within a time
period with due consideration for quality.
4. SERVICE: This is defined as any effort
geared towards creating a certain level of satisfaction to customers. Service
come in different forms. They could either be in an abstract form e.g. Smila,
or phsycial through after sales service.
5. SERVICE INDUSTRY: This is a combination of
firms that engage in the provision of committed services to its clients e.g. a
hotel, which is a firm, is one of the firms found among the service industry.
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