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This study investigated the effect of role conflict and role ambiguity on emotional exhaustion among healthcare service employees in hospital settings. A questionnaire utilizing a 5-point Likert scale was administered to 181 employees of Kairuki Memorial Hospital. Out of these, 131 questionnaires were considered valid for data analysis. Descriptive and regression analyses were conducted using SPSS software. The findings indicated that role ambiguity had a positive and significant association with emotional exhaustion. Conversely, the association between role conflict and emotional exhaustion was negative but not significant. It should be noted that, unlike previous studies that focused on specific healthcare professionals, this study included all professionals working in the hospital setting, acknowledging that exposure to a stressful environment may differ based on one's profession. However, as this study relied on a cross-sectional survey conducted in a single hospital, caution should be exercised in generalizing the findings. The study contributes to the literature on human resources management by shedding light on the effect of role ambiguity and role conflict. It also offers recommendations for managing emotional exhaustion by addressing the underlying causes of role ambiguity identified in the study.
Mwakyusa et al. (Thu,) studied this question.