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!
1. Gender Male Female Prefer not to say
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
4. Position Level Frontline employee (e.g., front desk, housekeeping, food & beverage) Junior manager (directly handles guest complaints)
5. Monthly frequency of handling negative reviews 0–2 times 3–5 times 6–10 times More than 10 times
6. When I see a negative review that targets me, I feel upset or emotionally low. Strongly Disagree
Strongly Agree
7. Negative reviews make me feel embarrassed. Strongly Disagree
Strongly Agree
8. Negative reviews damage my professional reputation. Strongly Disagree
Strongly Agree
9. Negative reviews reduce my income (e.g., tips, bonuses). Strongly Disagree
Strongly Agree
10. Handling negative reviews drains the energy I have for serving guests. Strongly Disagree
Strongly Agree
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
12. Due to the stress caused by negative reviews, I sometimes consider leaving my job. Strongly Disagree
Strongly Agree
13. I have thought about quitting this job. Strongly Disagree
Strongly Agree
14. When I feel troubled by negative reviews, my supervisor is willing to listen or help me. Strongly Disagree
Strongly Agree
15. When facing negative reviews, my team colleagues understand and comfort me. Strongly Disagree
Strongly Agree