The effects of work role and family role variables on psychological and behavioral outcomes of frontline employees

The current empirical study investigates the effects of work role and family role variables on frontline employees' affective (job satisfaction, JSAT and intention to leave, INTLEAVE) and performance (service recovery performance, SERPERF) outcomes in the Turkish hotel industry. The results of the path analysis indicate that the proposed model fits the data well. Role ambiguity, work-family conflict (W-FCON), and family-work conflict (F-WCON) are significant predictors of SERPERF and INTLEAVE. Greater JSAT decreases frontline employees' INTLEAVEs the hotel. While role stressors and F-WCON depict significant negative relationships with frontline employees' satisfaction with the job, W-FCON does not. An increase in role conflict leads to an increase in employee performance. Findings also tend empirical support to the significant positive relationship between SERPERF and JSAT. Discussion of the results, implications for managerial action, and avenues for future research are presented in the study. (c) 2004 Elsevier Ltd. All rights reserved.