The influence of job demands, work-life balance, and managerial support on employee performance: The mediating role of burnout and psychological well-being at a hotel in jakarta, indonesia

Binus Business School Master-Program, Bina Nusantara University, Jakarta, 11480, Indonesia

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Abstract

The hospitality industry is characterized by high job demands, emotional labor, and irregular work hours factors that contribute significantly to employee burnout. Burnout negatively affects psychological well-being and employee performance, both of which are crucial for maintaining service quality. This study investigates how job demands, work-life balance, and managerial support influence employee performance, with burnout and psychological well-being serving as mediating variables. Grounded in the Job Demands-Resources (JD-R) Model, the study explores how high job demands elevate burnout, while work-life balance and managerial support mitigate it. It also examines how psychological well-being can buffer the adverse effects of burnout on performance. Data was collected through a structured questionnaire from a hotel employee in Jakarta and analyzed using Structural Equation Modeling (SEM). The results show that job demands significantly increase burnout, whereas work-life balance and managerial support reduce it and enhance performance. Psychological well-being mediates the impact of burnout on performance, and managerial support moderates the job demands burnout relationship. These findings provide practical insights for fostering employee well-being and sustaining high performance through supportive organizational practices in high-pressure hospitality environments.