Abstract

This study examines the negative spillover effect of hospitality frontline employees’ work-family conflicts on their affective reactions and commitment and on customer satisfaction. As a field survey indicated, frontline employees’ role conflicts between work and family result in less positive affective job-related reactions, decreased emotional attachment to the organization, and lower levels of customer satisfaction. The findings suggest that tourism & hospitality organizations need to be aware of how factors outside the workplace influence service excellence.

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An Exploratory Investigation of Frontline Employees’ Family Interferences on Job Attitudes and Service Outcomes

This study examines the negative spillover effect of hospitality frontline employees’ work-family conflicts on their affective reactions and commitment and on customer satisfaction. As a field survey indicated, frontline employees’ role conflicts between work and family result in less positive affective job-related reactions, decreased emotional attachment to the organization, and lower levels of customer satisfaction. The findings suggest that tourism & hospitality organizations need to be aware of how factors outside the workplace influence service excellence.