Exploring the Impact of Organizational Support on Employee Resilience and Well-Being in the Service Sector
Keywords:
organizational support, employee resilience, well-being, service sector, qualitative research, psychological safety, workplace stressAbstract
This study aimed to explore how perceived organizational support influences employee resilience and psychological well-being in the service sector. A qualitative research design was adopted to investigate the subjective experiences of service sector employees regarding organizational support and its impact on their resilience and well-being. Data were collected through semi-structured interviews with 20 participants working in various service-oriented roles in Tehran, Iran. Participants were selected using purposive sampling to ensure relevance and diversity across industries such as hospitality, retail, and telecommunications. Interviews continued until theoretical saturation was reached. All interviews were transcribed verbatim and analyzed thematically using NVivo software, following Braun and Clarke’s six-phase framework to identify key themes and subthemes. Three overarching themes emerged from the analysis: (1) perceived organizational support, (2) employee resilience mechanisms, and (3) psychological and workplace well-being. Within these themes, participants identified supportive leadership, emotional support programs, recognition systems, and transparent communication as critical components of organizational support. These factors facilitated the development of adaptive coping strategies, self-efficacy, and emotional regulation. In turn, these mechanisms enhanced psychological outcomes such as job satisfaction, reduced burnout, and a heightened sense of belonging. Participants consistently described organizational support as a key enabler of their ability to manage workplace stress and remain engaged in high-pressure environments. The study highlights the vital role of organizational support in fostering resilience and psychological well-being among service sector employees. Supportive leadership, peer networks, emotional resources, and flexible work policies collectively contribute to a more resilient and satisfied workforce. Organizations aiming to enhance employee performance and retention should prioritize structured support systems that address both emotional and operational needs.
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