The Role of Social Support in the Dynamics of Burnout in Waiters: A Qualitative Study Based on Job Demands–Resources

Abstract

Burnout in service workers (client-facing) is often triggered by high work demands, time pressure, multitasking, and exposure to emotional interactions with customers. In the food and beverage (F&B) context, waiters are vulnerable because they must maintain service quality under rapidly changing operational conditions, particularly during peak hours. This study aims to describe the forms of social support perceived by waiters, describe the experience of burnout, and explain how social support plays a role in the dynamics of burnout among waiters at CW Coffee Tlogomas, Malang City. This study used a descriptive qualitative approach with a small case study design. Participants consisted of two waiters (P1 and P2) who were selected purposively. Data were collected through semi-structured interviews and analyzed using thematic analysis. The results revealed four main forms of social support (emotional, instrumental, informational, and appreciative) that primarily came from coworkers and supervisors, and were reinforced by family. Burnout manifested as physical/mental exhaustion, mental distance (working on “auto-pilot”), and a decreased sense of effectiveness, particularly during peak hours, customer pressure, and sudden shift changes. Instrumental and informational support play the most important role during the peak demand phase because they reduce situational stress (division of labor, clarity of priorities), while emotional and appreciative support plays a role in the recovery phase by stabilizing emotions and strengthening feelings of competence. The findings confirm that the quality and appropriateness of support (“the right support at the right time”) determine whether social support is a protective factor or actually increases stress when it is negative/inadequate.