Role ambiguity and role conflict effects on employees’ emotional exhaustion in healthcare services in Tanzania

Abstract

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.

IMPACT STATEMENT

This study aimed to examine how role conflict and role ambiguity impact the mental exhaustion of healthcare workers in private hospitals in Tanzania. Analysis revealed that role ambiguity significantly contributes to mental exhaustion, while the relationship between role conflict and mental exhaustion was negative and not statistically significant, suggesting it could be due to chance. It’s important to consider that this study encompassed healthcare professionals from various roles, acknowledging that different professions may experience different levels of stress. However, as the study relied on a single survey conducted in a specific hospital, caution is needed when generalizing the findings to other settings. This study enhances our understanding of human resources management by highlighting the effects of role ambiguity and role conflict on emotional exhaustion. It also offers recommendations for managing emotional exhaustion by addressing the factors identified in the study.

Keywords:

• Role ambiguity
• role conflict
• emotional exhaustion
• healthcare services

REVIEWING EDITOR:

• Ala Omar Dandis, Marketing, Applied Science Private University, Jordan

SUBJECTS:

• Sociology & Social Policy
• Employment Relations
• Industry & Industrial Studies
• Health Conditions
• Occupational Health and Safety
• Quality of Life

Healthcare workers in hospital settings often experience significant emotional exhaustion due to their demanding work, which involves caring for vulnerable and critically ill patients (Hamid & Abdullah, 2020; Poku et al., 2020). Studies conducted in different countries have highlighted the prevalence of emotional exhaustion among healthcare professionals. For instance, nurses in Ghana reported high rates of emotional exhaustion (Poku et al., 2020), while Tanzanian health professionals exhibited higher levels of distress compared to their Sudanese counterparts (Hamid & Abdullah, 2020). This issue is more expensive than in developing countries, as studies in the United States have also shown burnout among physicians and nurses (Shanafelt et al., 2015). Emotional exhaustion has negative consequences such as low productivity, dissatisfaction, and depression and is associated with high workload and inadequate nurse-to-patient ratios (Filho et al., 2019; TANNA, 2022).

Role conflict and role ambiguity significantly contribute to emotional exhaustion among healthcare professionals. The healthcare environment is often unhealthy, further intensifying emotional exhaustion (López-Cabarcos et al., 2021). The recent COVID-19 pandemic has compounded and added to new stressors, including increased workload, exposure to infection, and witnessing high levels of illness and death. In most instances, healthcare professionals are facing challenges due to inadequate nurse and doctor-to-patient ratios, which can lead to decreased healthcare quality (TANNA, 2022). The consequences of emotional exhaustion include work-related infections, medication errors, poor nurse-physician relationships, and attrition (Poku et al., 2020).

Job demands have been identified as a cause of emotional exhaustion, and sustained job demands can lead to high emotional exhaustion among employees (Panari et al., 2019). Role conflict and role ambiguity are crucial in understanding emotional exhaustion as they influence professional relationships and job satisfaction (Rovithis et al., 2017). Role ambiguity occurs when employees lack clear expectations or information needed to perform their roles, while role conflict arises when individuals face conflicting expectations from different roles (Robbins & Judge, 2015). These factors can result in occupational stress, poor performance, and decreased organizational efficiency (Garrosa et al., 2008).

While some studies have explored the effects of role conflict, role ambiguity, on emotional exhaustion in various sectors (Amilin, 2017; Dasgupta, 2012; Essawy, 2016), there is a dearth of studies specifically focused on healthcare settings covering medical and non-medical employees. Studying these relationships at each specific health facility is deemed necessary. This approach is so decided as usually, each health facility addresses its employees’ challenges differently, considering its available financial and administrative resources. Private healthcare facilities are known to be inundated with enormous challenges not found within public hospitals in general and health centres in particular. It is argued that understanding healthcare professionals’ experiences and perceptions of role conflict and role ambiguity in a private hospital can provide specific and valuable insights into emotional exhaustion. Therefore, this study examines the effect of role conflict and ambiguity on emotional exhaustion among healthcare service employees in Tanzania, specifically within Kairuki Memorial Hospital. By exploring these factors, the study seeks to contribute to the existing literature and shed light on the emotional well-being of hospital employees. Given the conflicting findings on the connection between role ambiguity, role conflict, and emotional exhaustion or burnout (e.g. Barber & Iwai, 1996; Kutanis & Tunc, 2009), this research addresses the ongoing inconsistency in findings. The inconsistencies may arise from contextual and individual disparities among healthcare workers, influencing their diverse responses to challenging situations according to their cultural-specific resilience levels. Conducting this study in the context of health services in Tanzania will help fill this gap and contribute to the existing body of literature.

Literature review

Role theory

Role theory suggests that roles in organizational settings are associated with specific social positions and are shaped by normative expectations (Matta et al., 2015). According to this theory, individuals’ behavior is influenced by how their roles are established and defined. However, when responsibilities and expectations are unclear, it can result in role ambiguity. Role ambiguity leads to dissatisfaction, indecisiveness, anxiety, and confusion, ultimately contributing to emotional exhaustion. Employees experience role ambiguity when essential information for task performance is lacking, prompting the development of coping mechanisms and defensive strategies to manage stress. Role theory further posits that role ambiguity increases the likelihood of job dissatisfaction, anxiety, distorted perceptions, and diminished performance (Ntopi et al., 2020).

Role theory also addresses role conflict, which arises when an individual faces conflicting expectations from different roles. Conflicting expectations can lead to stress, job dissatisfaction, and poor work performance (Kessler, 2013). The theory suggests that employees have multiple roles, each with rights and responsibilities. Role conflict occurs when fulfilling one role jeopardizes the fulfilment of others—the conflict applies to healthcare services and other sectors alike. Role conflict and role ambiguity have significant implications for emotional exhaustion, ultimately impacting job performance. Therefore, role theory is a suitable theoretical framework for this study, as it explains the effects of role conflict and ambiguity on emotional exhaustion in healthcare service employees.

JD-R Model

The Job Demands-Resources (JD-R) Model, developed by researchers Bakker et al. (2005), proposes that high job demands and low job resources lead to stress and burnout, while positive job attributes can mitigate the effects of high demands and foster motivation and engagement. The JD-R model is a widely recognized conceptual framework in the study of job stress and burnout, addressing limitations of previous models such as the job demand-control (JD-C) model, the job demand-control-support (JD-C-S) model, and the effort-reward imbalance (ERI) model.

According to the JD-R model, job characteristics can be categorized into two main types: job demands and job resources. Job demands refer to the physical, psychological, social, or organizational requirements of a person’s job that involve continuous effort or skill, and they are associated with various costs like job stress and role ambiguity. On the other hand, job resources are the material, psychological, social, or organizational factors that support individuals in achieving their work goals, reducing demands, and promoting personal growth, learning, and development.

By employing the JD-R model, researchers gain a better understanding of individual job burnout, enabling them to explore job involvement and wellbeing within the framework and conduct comprehensive empirical studies. The model has been extensively applied in investigating stress and job burnout in professionals, including construction industry professionals, highlighting the interplay between job demands, job resources, and job performance. Schaufeli and Taris (2014) highlighted that several issues still need to be solved despite the widespread use of the JD-R theory to understand demand and resources. These include the epistemological status of the model, the definitions and distinctions between ‘demands’ and ‘resources’, incorporating personal resources, distinguishing between health impairment and motivational processes, addressing reciprocal causation, and extending the model’s applicability beyond the individual level. In this study, the JD-R model is utilized to analyze the theoretical aspects and develop a hypothetical model to examine the effect of role ambiguity and conflict on emotional exhaustion in healthcare services in Tanzania.

Conceptual framework

The conceptual framework utilized in this study was based on the literature review. Emotional exhaustion in healthcare services was identified as the dependent variable, while role ambiguity and conflict were considered the independent variables. Figure 1 illustrates the conceptual framework, outlining the relationship between role ambiguity and role conflict and their effect on emotional exhaustion.

Figure 1. Conceptual framework.

Source: Authors’ construction based on literature review (2023).

Hypotheses development

Role ambiguity has effects on emotional exhaustion

Role ambiguity, which refers to the lack of clarity and understanding of job expectations and responsibilities (Mañas et al., 2017), has been recognized as a psychosocial risk factor that can harm employees’ wellbeing. Several factors cause the ambiguity. Puyod and Charoensukmongkol (2021) found that workplace rumors and organizational formalization are positively associated with role ambiguity and emotional exhaustion. More studies have shown that role ambiguity is associated with adverse outcomes, including decreased motivation and increased emotional exhaustion (Panari et al., 2019). When employees are uncertain about their roles, it can lead to job dissatisfaction and burnout. In their study, Phungsoonthorn and Charoensukmongkol (2022) examined the impact of mindfulness on emotional exhaustion in employees of private international universities in Thailand during the COVID-19 pandemic. They discovered that psychological hardiness fully mediated the connection between mindfulness and emotional exhaustion, while workload significantly diminished the influence of psychological hardiness on emotional exhaustion. The study conducted by Marjan et al. (2021) highlighted the growing concern for employees’ wellbeing during the pandemic. They found that mental load, perceived team support, and technology acceptance significantly impact work engagement. These findings show how remote work and technology implementation can affect employee wellbeing. In a study focused on frontline employees in the restaurant industry, Essawy (2016) found a positive effect of role ambiguity on emotional exhaustion, indicating that higher levels of role ambiguity were associated with increased emotional exhaustion (ß = 0.82; Sig = 0.000). The results suggest that when employees experience ambiguity in their roles, they are more likely to experience higher emotional exhaustion, characterized by persistent fatigue and depleted energy.

Similarly, Wu et al. (2019) conducted a study that specifically investigated the effects of role ambiguity on job burnout, particularly emotional exhaustion. Their findings supported a negative and significant relationship, indicating that higher levels of role ambiguity were linked to increased emotional exhaustion among employees. This suggests that when employees face uncertainty and lack clarity in their roles, they are more susceptible to experiencing emotional exhaustion. However, Chiara et al. (1996) observed a different pattern in their research. They found that the direct effect of role ambiguity on emotional exhaustion was not significant. Instead, they discovered that the relationship between role ambiguity and emotional exhaustion was entirely mediated by work engagement. In other words, when employees were highly engaged in their work, the negative impact of role ambiguity on emotional exhaustion was reduced. The hypothesis can be stated as follows:

H1: There is a positive relationship between employees’ role ambiguity and their emotional exhaustion.

Role conflict has a positive effect on emotional exhaustion

Role conflict in hospitals can create confusion and contribute to employee stress and burnout. Role conflicts occur when employees face contradictory expectations or demands, and individuals’ reactions to these conflicts can vary. One critical dimension of burnout is emotional exhaustion, characterized by chronic fatigue and low energy levels (Bui et al., 2022). Previous research has identified role conflict as a significant contributor to emotional exhaustion (Edú-Valsania et al., 2022). However, studies examining the relationship between role conflict and emotional exhaustion have produced mixed results. For example, Essawy (2016) found no significant direct effect of role conflict on emotional exhaustion, indicating that other factors may influence the relationship (ß = 0.10; sig = 0.400).

In contrast, a study by Wu et al. (2019) focused on Chinese construction project managers and revealed that role conflict negatively and significantly impacted job burnout, specifically emotional exhaustion. In their study, Kutanis and Tunc (2009) utilized multiple regression analysis and discovered that role conflict could account for the elevated levels of burnout experienced by healthcare professionals in Turkey. It is thus argued that when employees face unclear or ambiguous roles within their work environment, they are more likely to experience higher levels of emotional exhaustion. The lack of clarity regarding job expectations, responsibilities, and objectives can contribute to employees’ feelings of exhaustion. Organizations can mitigate emotional exhaustion and enhance employee wellbeing and performance by clarifying and reducing role conflict. Based on these findings, it is hypothesized that:

H₂: There is a positive relationship between employees’ role conflict and their emotional exhaustion.

Methods

Measurement instruments

The study adopted a quantitative methodological approach using a structured questionnaire. The questionnaire was divided into two sections. The first section dwelt on capturing the respondents’ demographics. The second section revolved around gathering information regarding role ambiguity, role conflict, and the emotional exhaustion of healthcare service employees, utilizing a five-point Likert scale ranging from 1 (Strongly Disagree) to 5 (Strongly Agree). Based on previous studies, the constructs were extracted and modified to meet the context of the study area (Aleksandra, 2021; Amilin, 2017; Essawy, 2016; Raghda et al., 2022). A total of four construct items were used to evaluate employees’ perception of role ambiguity (Amilin, 2017; Essawy, 2016), five items evaluated role conflicts (Essawy, 2016; Raghda et al., 2022), and emotional exhaustion was measured by five construct items (Aleksandra, 2021).

Data collection and Analysis

The data collection period for this study took place from January to February 2023. A simple random sampling strategy was employed to select respondents from Kairuki Memorial Hospital in Dar es Salaam. In total, 181 questionnaires were collected. However, some incomplete or deemed unfit questionnaires for further Analysis were excluded from the final sample. The data from the remaining 131 completed questionnaires were entered into the statistical package for social sciences software (SPSS) version 20.0 for cleaning and Analysis. Descriptive and multiple regression analyses were conducted to examine the relationship between the variables. The study model was described as follows: $$Y=\text{β}0+{\text{β1X}}_1+{\text{β2X}}_2+\epsilon$$

Where by:

• Y = Emotional Exhaustion

• X1 = role Ambiguity

• X2 = role Conflict

• β0 = Constant (Coefficient of intercept)

• β1 = Coefficient of role ambiguity

• β2 = Coefficient of role conflict

• ε = Error term

Validity and reliability of data

The study ensured construct validity by adapting scale items from previous research (e.g. Aleksandra, 2021; Raghda et al., 2022), while face validity was assessed through expert evaluation for clarity and relevance. Computed results indicated that all HTMT values were below the threshold of 0.85, ranging from 0.43 to 0.64, suggesting adequate discriminant validity among the constructs (See Table 1). The assessment of explanatory capability relies on the average variance extracted (AVE), which considers all observed variables. In order to meet the criteria for convergent validity, the AVE should exceed 0.50 (Hair et al., 2014). In this study, all AVE values were 0.5 or higher, indicating that all constructs exhibited convergent validity (See Table 2). The internal consistency reliability of the measures was assessed using Cronbach’s alpha coefficient (Cronbach, 1951). According to Hair et al. (2021), Cronbach’s alpha values typically range from 0 to 1, where 0.7 or higher indicates acceptable internal consistency. Table 2 shows the alpha coefficients for the scales ranged from 0.84 to 0.95, indicating satisfactory levels of internal consistency reliability.

Table 1. Heterotrait-Monotrait ratio (HTMT).

	Emotional exhaustion	Role ambiguity	Role conflict
Emotional exhaustion
Role ambiguity	0.61
Role conflict	0.43	0.64

Table 2. Construct reliability and validity.

Variables	Cronbach’s Alpha	CR	AVE
Emotional exhaustion	0.85	0.93	0.87
Role Ambiguity	0.95	0.96	0.87
Role Conflict	0.84	0.88	0.60

Results

The demographic characteristics of the respondents are provided in this section, including their gender, age, highest education level, years of experience at work, and profession. According to Table 3, it was found that a minority of the respondents (42.3%) were male employees, indicating a relatively balanced gender representation at the hospital. Most respondents (35.4%) fell within the age range of 26-35 years, representing a highly productive age group. In terms of education level, the majority of participants held a Bachelor’s Degree (37.7%), followed by a College Diploma (33.8%), College Certificate (13.1%), Master’s Degree (12.3%), and Doctorate Degree (3.1%). Regarding years of experience, one-third of the respondents (33.8%) had worked at the hospital for over five years. When considering the profession distribution, the respondents included receptionists (10%), medical doctors (17.7%), nurses (43.8%), accountants (6.2%), human resources personnel (8.5%), laboratory technicians (9.2%), and other professions (4.6%).

Table 3. Demographic characteristics of the respondents.

Characteristics	Category	Frequency(n = 131)	Percent (%)
Gender	Male	55	42.3
	Female	75	57.7
Age	18-25	30	23.1
	26-35	46	35.4
	36-45	25	19.2
	46-55	21	16.2
	Above 55	8	6.2
Education Level	College certificate	17	13.1
	College diploma	44	33.8
	Bachelor degree	49	37.7
	Master degree	16	12.3
	Doctorate	4	3.1
Years of Experience	Less Than 1	25	19.2
	1-2	30	23.1
	3-5	31	23.8
	Above 5	44	33.8
Profession	Receptionist	13	10.0
	Medical doctor	23	17.7
	Nurse	57	43.8
	Accountant	8	6.2
	Human resource	11	8.5
	Laboratory technician	12	9.2
	Others	6	4.6

Source: SPSS Output based on Field Data (2023).

Multiple regression analysis

The multiple regression analysis was used to test whether role ambiguity and conflict affect emotional exhaustion. The results of the regression are as follows;

Role ambiguity effect on emotional exhaustion

A multiple regression analysis was conducted to assess the effect of role ambiguity on emotional exhaustion. The results revealed a significant negative relationship between role ambiguity and emotional exhaustion. Based on the coefficient values presented in Table 4, the regression coefficient for role ambiguity was found to be 0.398, with a corresponding t-value of 3.863 and a significance value of 0.000. As a result, the hypothesis was accepted at a 95% confidence level. The results imply that role ambiguity has a notable positive effect on emotional exhaustion, indicating that higher levels of role ambiguity are associated with increased emotional exhaustion among healthcare service employees.

Table 4. ANOVA.^a

Model		Sum of Squares	Df	Mean Square	F	Sig
1	Regression	27.470	2	13.735	16.977	.000^b
	Residual	102.749	127	.809
	Total	130.219	129

^a Dependent variable: emotional exhaustion.

^b Predictors: (constant), role conflict, role ambiguity.

Role conflict effect on emotional exhaustion

The effect of role conflict on emotional exhaustion was examined using multiple linear regression analysis. The results revealed a regression coefficient of 0.149, a t-test value of 1.355, and a p-value of 0.178. Since the p-value is greater than 0.05, the hypothesis is not accepted. The value This indicates that no significant relationship exists between role conflict and emotional exhaustion among healthcare service employees in this study.

Model summary

The model summary in Table 3 provides information on how well the regression model fits the data using the R² test. In this study, the R² value of 0.211 indicates that 21.1% of the variance in emotional exhaustion can be explained by the predictors, which are role ambiguity and role conflict. The R-value represents the multiple correlation coefficient, indicating the strength of the relationship between the predictors and the outcome variable.

Analysis of variance

The Analysis of variance tests whether the means of two or more groups are significantly different from each other. Table 5 indicates the Analysis of variance findings as follows: the F- value is (16.9), DF (2,127), and P-value is (0.000). The P value of less than 0.05 (p < 0.05) shows that the variables were statistically significant. Therefore, the model was significant.

Table 5. Model summary.

Model	R	R Square	Adjusted R Square	Std. Error of the Estimate
1	.459^a	.211	.199	.89947

^a Predictors: (constant), conflict average, role ambiguity average.

Coefficients

The coefficient table provides information about the size and direction of the relationship between the predictor variables (role ambiguity and role conflict) and the response variable (emotional exhaustion). It reveals the regression coefficients, which indicate the magnitude of the effect of each predictor on the outcome variable. In this case, the coefficient table would display the values for the regression coefficient of role ambiguity and its statistical significance, as well as the regression coefficient of role conflict and its statistical significance. These coefficients help determine the strength and direction of the relationships between the predictor variables and emotional exhaustion.

Therefore, the regression model is; $$\text{Emotional Exhaustion}\left(\mathrm{Y}\right)=\text{1}.919+0.{\text{398 X}}_1+0.{\text{149 X}}_2$$

Table 6 presents the results from the multiple regression analysis, revealing the effect of role ambiguity and conflict on emotional exhaustion. The Analysis shows that role ambiguity significantly affects emotional exhaustion, with a regression coefficient of 0.398 and a t-value of 3.863. Role ambiguity emerges as a particularly significant factor, exerting a considerable effect on the dependent variable with a p-value ≤ 0.000. This low p-value indicates a high level of statistical significance, implying that the relationship between role ambiguity and emotional exhaustion is likely not due to chance and holds considerable substantive importance. On the other hand, the effect of role conflict on emotional exhaustion was not deemed statistically significant, with a regression coefficient of 0.149 and a t-test value of 1.355. The hypothesized relationship yielded a p-value ≥ 0.05. This higher p-value suggests that any relationship between role conflict and emotional exhaustion may be attributed to random chance. While role conflict may still influence emotional exhaustion, the lack of statistical significance warrants caution in drawing definitive conclusions and generalizations. Overall, the results provide valuable insights into the relationships between the studied variables, shedding light on the complex interplay of factors influencing emotional exhaustion in healthcare settings.

Table 6. Coefficients.^a

Model		Unstandardized Coefficients		Standardized Coefficients	T	Sig	95.0% Confidence Interval for B
		B	Std. Error	Beta			Lower Bound	Upper Bound
1	(Constant)	1.919	.246		7.806	.000	1.432	2.405
	Role ambiguity	.398	.103	.372	3.863	.000	.194	.601
	Role conflict	.149	.110	.130	1.355	.178	−.069	.366

^a Dependent variable: emotional exhaustion.

Discussion of findings

Role ambiguity effect on emotional exhaustion

The study’s findings revealed a notable influence of role ambiguity on emotional exhaustion. These study findings align with earlier studies by Panari et al. (2019), Essawy (2016), Amilin (2017) and the current ones by Zhang et al. (2023) and Padmanabhanunni and Pretorius (2023) which also identified a significant connection between role ambiguity and emotional exhaustion. Role ambiguity emerges when job descriptions are unclear, causing confusion, reduced accountability, ineffective communication, and inefficiencies in work performance. Consequently, these factors contribute to the experience of emotional exhaustion among employees. In light of these findings, it becomes evident that hospitals must address the issue of role ambiguity to safeguard wellbeing. By proactively tackling role ambiguity, organizations can enhance employee satisfaction. Specifically, the effect of role ambiguity and role conflict on job satisfaction is found in the study by Dodanwala et al. (2023).

Hospital workers experiencing emotional exhaustion may exhibit various psychological disorders, including loss of empathy, social withdrawal, and constant fatigue. Hospitals must address these negative manifestations of emotional exhaustion to achieve their objectives and meet stakeholder expectations. As Zhang et al. (2023) contend that minimizing role ambiguity contributes to heightened employee enthusiasm enhance the overall quality of the health care. Despite efforts to increase the number of trained medical doctors in Tanzania, more is still needed, especially in the private sector. As a result, healthcare workers often have to work in multiple healthcare facilities to bridge the gaps and make ends meet. This situation is detrimental to the health sector and contradicts the country’s vision of having a healthy society with improved social wellbeing.

Role conflict effect on emotional exhaustion

The study’s findings indicate that role conflict does not have a significant impact on emotional exhaustion, consistent with the results of Ahmad et al. (2021), Essawy (2016), and Amilin (2017), who also found no significant negative correlation between role conflict and emotional exhaustion. The results are contrary to Padmanabhanunni and Pretorius (2023) who found that both role ambiguity and role conflict are significant predictors of emotional exhaustion and that they have impact on the ultimate well-being and professional experiences of the employees. The effect, it could be argued. is attributed to among other factors, impaired decision making (Zingade & Hemanth, 2024).

Despite the widely held belief that role conflict contributes to emotional exhaustion, the inconsistency across multiple studies raises intriguing questions about the complexities of this relationship. The lack of a significant association between role conflict and emotional exhaustion in this study could be influenced by contextual factors, such as work-life balance, organizational culture, and cultural norms. Furthermore, unaccounted variables may play a role in shaping the relationship between role conflict and emotional exhaustion, as highlighted by Chiara et al. (1996), who discovered that work engagement mediates the effect of role ambiguity on emotional exhaustion. However, it is important to interpret these results with caution. The link between role conflict and emotional exhaustion might be mediated by other factors, such as individual characteristics (e.g. resilience) or the level of support provided by the organization. Further research is needed to explore potential mediating effects, including resilience and other variables. Moreover, the level of support offered to employees in demanding work environments may play a role in mitigating the negative impact of role conflict on emotional wellbeing.

Conclusions and implications

This study apprises the effects of role ambiguity and role conflict on employees’ emotional exhaustion in health care services in Tanzania. As noted, the study has two significant findings. Firstly, the study revealed role ambiguity’s significant and positive influence on employees’ emotional exhaustion. Secondly, the study’s findings indicate that role conflict does not significantly influence healthcare service employees’ emotional exhaustion. This study contributed to the field of human resources management, especially in developing countries like Tanzania, where a shortage of skilled health workers is a significant challenge that affects the quality and accessibility of healthcare and the wellness of the hospital’s medical and non-medical professionals. It is thus concluded that, to ensure the maintenance of the wellbeing of the medical staff, the hospital management should consider the study’s findings and seek to contextualize the social and practical implications.

Implications and further research

Based on the study’s findings, it is evident that role ambiguity significantly affects emotional exhaustion among healthcare workers. The current study’s results have important practical implications. The practical implications are (i) management of hospitals and other healthcare organizations needs to always seek to improve the wellbeing of their employees. This can be assured by ensuring that employees receive comprehensive information about their duties and objectives and providing concise communication. (ii) Secondly, hospitals should avoid role ambiguity by continuous training programs for staff to enhance their understanding of the assigned roles and responsibilities. This ongoing education will go a long way to boost employees’ confidence in performing tasks, ultimately reducing role ambiguity and subsequent emotional exhaustion. (iii) hospitals should foster a culture of collaboration and teamwork among staff. Adopting the practice is crucial for reducing role ambiguity and helps promote open communication, shared understanding, and interdisciplinary collaboration. (iv)hospitals should establish clear and explicit plans and priorities to facilitate greater efficiency. By setting unambiguous objectives and organizing work tasks, employees will encounter less ambiguity, reducing emotional exhaustion. Moreover, having a clear roadmap allows employees to allocate their time and efforts more efficiently, ensuring they work on tasks aligned with the hospital’s strategic mission. As a result, employees are less likely to experience burnout and emotional fatigue. (v) Finally, an equally important implication is for hospitals to enhance collaboration with other stakeholders in implementing stress management interventions, such as meditation groups, which can significantly benefit healthcare professionals. These interventions play a crucial role in helping healthcare workers deal with stress and emotional exhaustion, ultimately contributing to their overall wellbeing and mental health. By engaging in meditation and other stress-relief practices, healthcare professionals can find effective ways to manage the pressures of their demanding work environment. Emphasizing employees’ mental wellbeing and providing resources for stress management can create a supportive and caring workplace culture hospitals and health centers.

Considering the study’s quantitative approach, it is recommended to complement it with qualitative research or undertake longitudinal research to explore underlying causes, especially since some findings contradict previous research. The study has several policy-level implications, such as the importance of hospitals hiring healthcare service employees with technical competencies and proven emotional labor skills to enable them to tackle many challenges they face.

Study limitations

The study has two significant limitations: First, the sample size of 131 participants from a single private hospital needs to be bigger, making broad generalizations challenging. Second, the cross-sectional design only captures data at a specific time, making establishing causal relationships between variables difficult. Despite these drawbacks, the study still adds value to the existing literature by shedding light on the effects of role ambiguity and providing valuable insights into managing emotional exhaustion among healthcare employees. It lays the groundwork for future research and targeted interventions to address the identified underlying causes.

Informed consent

Informed consent was obtained from all participants in this study.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

John R. P. Mwakyusa

John R. P. Mwakyusa is a Senior Lecturer in the Department of Marketing at the University of Dar es Salaam, Tanzania. With over twenty years of experience in teaching, research, and consultancy in the fields of business and management, he has developed expertise in Human Resources Management and Marketing. Mwakyusa has successfully supervised numerous undergraduate and postgraduate students in their research endeavors.

Evelyne Willy Mcharo

Evelyne Willy Mcharo is an MBA graduate from the University of Dar es Salaam. With a strong passion for pursuing a career in Human Resources Management, she laid the foundation for her academic journey by earning her undergraduate degree from Mzumbe University in Morogoro, Tanzania.