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Journal of Applied Sciences
  Year: 2012 | Volume: 12 | Issue: 18 | Page No.: 1946-1952
DOI: 10.3923/jas.2012.1946.1952
 
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Mental Workload Assessment in a Taiwanese Hotel Chain
Yang Wu

Abstract:
Workload assessment is one of the most serious concerns for a manager, since a long-term heavy workload may affect employees’ physical and mental health, performance and productivity, as well as turnover. Because reception clerks are the first contract points for customers in a hotel, their service quality generates the first impression of the company. To be aware of the workloads of hotel reception clerks, this study applies a workload assessment model to find out the relative workload levels of them, in which subjective subscales are introduced. Based on the data analysis, six reception clerks are classified as have relatively heavy workloads among the twenty-six samples. In addition, this study identifies the factors that the decision maker can focus on in order to effectively reduce the workloads of heavy workload clerks. The advantage of this study is that it provides a practical framework for managers to be more aware of the work situations of employees and thus they can more effectively improve the workload levels of staff and ensure that they provide high quality services, as well as reduce staff turnover.
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How to cite this article:

Yang Wu , 2012. Mental Workload Assessment in a Taiwanese Hotel Chain. Journal of Applied Sciences, 12: 1946-1952.

DOI: 10.3923/jas.2012.1946.1952

URL: https://scialert.net/abstract/?doi=jas.2012.1946.1952

 
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