TY - JOUR
T1 - Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
AU - Zhao Roy, Xinyuan R.
AU - Mattila, Anna S.
N1 - Funding Information:
The authors are grateful for the financial support from the National Natural Science Foundation of China ( 71102097 ), the Chinese Department of Education ( 08JA840012 ), the Guangdong Social Science Foundation ( 07YH01 ), the Guangzhou Social Science Foundation ( 07Q6 ), and Sun Yat-Sen University ( 14000-3181304 ).
PY - 2013/6
Y1 - 2013/6
N2 - This study examines the negative spillover effects of hospitality frontline employees' work-family conflict on their affective reactions, commitment, and customer satisfaction. A field survey was conducted to obtain a dyadic data set (148 paired employee-customer responses). Our results indicate that frontline employees' role conflict between work and family results in less positive affective reactions to the job, decreased emotional attachment to the organization, and lower levels of customer satisfaction. These findings suggest that hospitality firms need to understand that factors outside the workplace influence service excellence, thus calling for a family-friendly organizational culture.
AB - This study examines the negative spillover effects of hospitality frontline employees' work-family conflict on their affective reactions, commitment, and customer satisfaction. A field survey was conducted to obtain a dyadic data set (148 paired employee-customer responses). Our results indicate that frontline employees' role conflict between work and family results in less positive affective reactions to the job, decreased emotional attachment to the organization, and lower levels of customer satisfaction. These findings suggest that hospitality firms need to understand that factors outside the workplace influence service excellence, thus calling for a family-friendly organizational culture.
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U2 - 10.1016/j.ijhm.2012.10.001
DO - 10.1016/j.ijhm.2012.10.001
M3 - Article
AN - SCOPUS:84876099835
SN - 0278-4319
VL - 33
SP - 310
EP - 315
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
IS - 1
ER -