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EFFECT OF STRESS ON EMPLOYEES
PRODUCTIVITY IN THE SERVICE INDUSTRY
CHAPTER ONE
1.0
INTRODUCTION
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
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 SOKOTO
STATE
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.
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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