일-가족 갈등(WFC)의 다차원 척도가 서비스 회복 행동, 직무만족, 그리고 이직의도에 미치는 영향 연구 = 호텔 접객 직원을 대상으로

다국어 초록 (Multilingual Abstract)

Work-family conflict(WFC) is recognized as a major issue affecting both individual employees and their employers. Preliminary research shows that the more employees perceived their work environment as family supportive, the less experience work-family conflict. Among the hotel employees, specially frontline employees play a pivotal role in delivering superior quality to customers. However no empirical research has tested the effects of work-family conflicts on psychological(Job satisfaction and Intention to leave) and behavioral outcomes(Service recovery performance) using a sample of frontline employees of the hotel industry in korea. Therefore I develop and test a research model that aims to investigate the effects of work-family conflict variables on frontline employees` service recovery performance, job satisfaction, and intention to leave. In this study the six dimensions of conflict measured include the combination of three forms of work-family conflict -time, strain & behavior (Greenhaus & Beutell, 1985; Carlson, Kacmar, & Williams, 2000). The result of the path analysis from WFC to service recovery indicates that the first issue of WFC is the `Time-based conflict` that is caused by imbalance of working schedule with family members. And Service recovery performance depicts significant positive relationship with frontline employees` Job satisfaction. Also An increase in Job satisfaction leads to an decrease in their Intention to leave. The article concludes with implications for hospitality managers and future research directions.