Impacts of the COVID-19 pandemic on employees’ work stress, well-being, mental health, organizational citizenship behavior, and employee-customer identification

Despite the ongoing outbreak of the novel COVID-19, few studies have been conducted on the stress arising from the pandemic. In this study, attributes of epidemic concerns perceived by hotel employees were examined, and their impact on work stress, employee well-being, self-rated mental health, organizational citizenship behavior, and employee-customer identification were verified. We found and verified four attributes based on qualitative and quantitative approaches. As a result of the structural equation analysis, it was found that the relationships between the proposed variables had significant effects. This study provides important insights into the impact of epidemics on hotel employee performance through the attributes of perceived epidemic concerns.