Mediating and moderating processes in the relation between problem customer perceptions and work-family conflict

被引：4
|
作者：
Hu, Hsiu-Hua [1 ]
Hsu, Chin-Tien [2 ]
Lee, Wen-Ruey [3 ]
Chang, Jui-Huang [1 ]
Hsu, Meng-Hui [1 ]
机构：
[1] Ming Chuan Univ, Dept Int Business, Taipei 111, Taiwan
[2] Ming Chuan Univ, Dept Counseling & IO Psychol, Taipei 111, Taiwan
[3] Natl Taipei Coll Business, Dept Int Business, Taipei, Taiwan
来源：
SERVICE INDUSTRIES JOURNAL | 2011年 / 31卷 / 08期
关键词：
distress tolerance; problem customer perceptions; surface acting; work-family conflict; EMOTIONAL LABOR; DISTRESS TOLERANCE; CONSEQUENCES; EXPERIENCE; EMPLOYEES; ROLES; MODEL; ANTECEDENTS; PERSONALITY; EXPRESSION;
D O I：
10.1080/02642060903437600
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
Deploying the emotion regulation perspective, this study examined the process linking the relationship between problem customer perceptions (PCPs) and work-family conflict (WFC) by focusing on the mediating influence of surface acting (SA) and the moderating role of distress tolerance (DT). Data were obtained from 265 frontline service clerks located in the banking industry throughout 71 different local banks in Taiwan. The results revealed that SA fully mediated the PCP-WFC relationship. Meanwhile, frontline service clerks' DT moderated the SA-WFC relationship, such that the relationship was weaker when service clerks with the higher the DT. The managerial implications of the findings were discussed.
引用
收藏
页码：1365 / 1380
页数：16
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