Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent
Top Cited Papers
- 1 April 2005
- journal article
- research article
- Published by SAGE Publications in Journal of Marketing
- Vol. 69 (2), 130-143
- https://doi.org/10.1509/jmkg.69.2.130.60758
Abstract
Because customer service employees often represent the sole contact a customer has with a firm, it is important to examine job-related factors that affect customer service employee performance and customer evaluations. In two diverse customer settings, the authors capture matched responses from service employees, supervisors, and customers. The authors use the data to examine the potential chain of effects from customer service employee work–family conflict and family–work conflict, to job stress and job performance, to customer purchase intent (CPI). The results show direct (and indirect) effects of work–family conflict and family–work conflict on service employee customer-directed extra-role performance (CDERP). The results also show direct effects of job stress on service employee in-role performance (IRP) and CDERP and on CPI. Furthermore, the findings show that job stress has a more pronounced effect on IRP than on CDERP and that CDERP has a greater effect on CPI than does IRP. The authors conclude with a discussion of managerial and theoretical implications.Keywords
This publication has 49 references indexed in Scilit:
- When work and family collide: Deciding between competing role demandsOrganizational Behavior and Human Decision Processes, 2003
- ROLE CONFLICT AND FLEXIBLE WORK ARRANGEMENTS: THE EFFECTS ON APPLICANT ATTRACTIONPersonnel Psychology, 2002
- The impact of work-life programs on firm productivityStrategic Management Journal, 2000
- Mechanisms Linking Work and Family: Clarifying the Relationship Between Work and Family ConstructsAcademy of Management Review, 2000
- Understanding the latent structure of job performance ratings.Journal of Applied Psychology, 2000
- THE ASA FRAMEWORK: AN UPDATEPersonnel Psychology, 1995
- An alternative approach to method effects by using latent-variable models: Applications in organizational behavior research.Journal of Applied Psychology, 1994
- Antecedents and outcomes of work-family conflict: Testing a model of the work-family interface.Journal of Applied Psychology, 1992
- Evaluating Structural Equation Models with Unobservable Variables and Measurement ErrorJournal of Marketing Research, 1981
- Role conflict and ambiguity as critical variables in a model of organizational behaviorOrganizational Behavior and Human Performance, 1972