Abstract:
Area of the Study
This research is mainly focused on the job stress and work performance of customer service
employees in selected four stars hotels in Sri Lanka.
Problem of the Study
This research study attempts to explore the relationship between stress and work performance of
customer service employees in selected four stars hotels in Sri Lanka. Thus, the research problem of
this study is; “Does the job relate stress has an impact on work performance of customer service
employees in selected four stars hotels.
Method of the Study
The data were collected from a randomly selected sample of 40 customer service employees in
selected four stars hotels in the Central Province and used a structured questionnaire, which
indicate the statements of stress and work performance with 5 points Likert scale and used personal
interviews. The data was analyzed using SPSS computer package and it included the univariate and
bivariate analyses.
Findings of the Study
According to the empirical evidence of this study, it is found that there is a positive relationship
between job stress and work performance of customer service employees in selected hotels. It
indicates the stress level of customer service employees positively contributes to the level of
performance.
Conclusion of the Study
Although there is a positive relationship between job stress and work performance of customer
service employees in selected four stars hotels the level of stress of customer service employees is in
high. Thus, some programs for reducing the level of stress of customer service employees in stars
hotels can be recommended. Also a good relationship should be maintained with employees in this
hotel.
