Stressful customer interactions and employee performance in selected Metro Manila fast-food chains : motivation to 'go above and beyond' in challenging situations / Krizzia Sthecy L. Alegoria.

ABSTRACT:
The thesis paper explores the intricate relationship between stressful customer interactions and employee performance in selected Metro Manila fast-food chains, focusing on the motivation that drives employees to ‘go above and beyond’ in challenging situations. The fast-food industry, particularly in the Philippines, is known for its high-stress environment, with employees facing challenges. The study aims to contribute to a deeper understanding of the dynamics within this industry, shedding light on stressors and motivators faced by front-of-the-house employees.
The chosen research design involves a quantitative approach, utilizing descriptive and correlational research methods. The study focuses on two prominent fast-food chains, Jollibee and Mang Inasal, due to their leading positions in the Filipino market. The researchers select outlets in accessible locations around Metro Manila for data collection, emphasizing the significance of understanding stressors and motivators faced by employees.
The analysis of the data highlights a balanced socio-demographic distribution among respondents across various job positions. Notable variations in employment status were observed between Jollibee and Mang Inasal employees, with differing lengths of employment suggesting potential variations in experience levels. Stressors affecting work performance were identified, emphasizing positive perceptions of managing high work demands. Clear job expectations were found to have a positive impact on employee performance. Regarding employee motivation in handling stressful customer interactions, both tangible and intangible rewards played a crucial role (extrinsic motivation), alongside intrinsic motivators.