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
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 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.
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.