A RESEARCH ON ORGANIZATIONAL STRESS SOURCES OF BLUE AND WHITE COLLAR EMPLOYEES IN HOTEL BUSINESSES

Abstract

In the tourism industry, where stress is seen intensely, the importance and value of the studies carried out within the scope of stress management are increasing. The main purpose of this study is to examine the possible differentiations of the stress sources that the employees in the accommodation sector, where the human resources are most involved in tourism, according to the department they work, especially the blue and white collar distinction. The field research was carried out within the scope of four and five star hotels in Istanbul. As a research method, "Semi-Structured Interview" technique was applied. Interviews were held with 6 blue-collar and 6 white-collar employees working in different units of four- and five-star hotels operating in Istanbul. Content analysis was applied to the data obtained with the MAXQDA qualitative data analysis program. According to the findings obtained as a result of the analysis, while the task intensity, work area and managerial decisions create stress in white-collar employees; Stress in blue-collar employees arises from managerial decisions. It has been revealed that the common stress factor is mostly related to the relations with the guests and the employees' thinking that their own department is more stressful than the others.