Abstract (150 Words)
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.
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.
