The Impact of Online Negative Reviews on Frontline Hotel Employees

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This questionnaire aims to understand the impact of online negative reviews on frontline hotel employees. It is anonymous and will take approximately 5 minutes to complete. Your honest responses are crucial to this study. Thank you for your support!
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1.
Gender
Male
Female
Prefer not to say
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2.
Age
18–25
26–35
36–45
46
Prefer not to say
*
3.
Years of work at this hotel
Less than 1 year
1–3 years
4–6 years
7–9 years
10 years or more
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4.
Position Level
Frontline employee (e.g., front desk, housekeeping, food & beverage)
Junior manager (directly handles guest complaints)
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5.
Monthly frequency of handling negative reviews
0–2 times
3–5 times
6–10 times
More than 10 times
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6.
When I see a negative review that targets me, I feel upset or emotionally low.
Strongly Disagree
Strongly Agree
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7.
Negative reviews make me feel embarrassed.
Strongly Disagree
Strongly Agree
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8.
Negative reviews damage my professional reputation.
Strongly Disagree
Strongly Agree
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9.
Negative reviews reduce my income (e.g., tips, bonuses).
Strongly Disagree
Strongly Agree
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10.
Handling negative reviews drains the energy I have for serving guests.
Strongly Disagree
Strongly Agree
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11.
Constant exposure to negative reviews leaves me feeling emotionally drained (i.e., feeling that a large amount of emotional value is consumed).
Strongly Disagree
Strongly Agree
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12.
Due to the stress caused by negative reviews, I sometimes consider leaving my job.
Strongly Disagree
Strongly Agree
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13.
I have thought about quitting this job.
Strongly Disagree
Strongly Agree
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14.
When I feel troubled by negative reviews, my supervisor is willing to listen or help me.
Strongly Disagree
Strongly Agree
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15.
When facing negative reviews, my team colleagues understand and comfort me.
Strongly Disagree
Strongly Agree
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