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

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.