Impact of Perceived Organisational Support on Employee Burnout Among Front-Line Hospitality Industry Employees - Evidence from Sri Lanka
Abstract
This study investigates the influence of perceived organisational support (POS) on employee burnout among front office employees in Sri Lanka’s hospitality sector, focusing on 4-star and 5-star hotels. Oldenberg Burnout Inventory with two dimensions (Exhaustion and Disengagement) and POS General Inventory were used to develop the questionnaire. Data were collected through a structured survey of 306 respondents and analysed using SPSS and SmartPLS. Findings reveal a strong and statistically significant negative relationship between POS and employee burnout, suggesting that higher levels of organisational support effectively reduce burnout. Age was found to exert both a direct effect on burnout and a significant moderating effect on the POS–burnout relationship, strengthening the protective role of POS. While gender did not significantly moderate the relationship, tenure emerged as a significant control variable negatively associated with burnout. The model demonstrated strong explanatory power, accounting for 63.6% of the variance in burnout.
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