Management strategies help reduce emotional exhaustion of team members in Spanish hotels and restaurants

摘要

A study of management styles in the Spanish hospitality sector showed that conflict between team members leads to collective emotional exhaustion. The analysis of groups of receptionists and waiters in the hotel and restaurant trades also revealed that management strategies to deal with the conflicts, particularly “avoidance” and “integrating” approaches, reduces emotional exhaustion in the whole team. The writers, from the Universities of Malaga and Seville, said emotions were contagious in team environments, and the best strategies for dealing with negative feelings were collective.