Examining the spillover effect of frontline employees’ work–family conflict on their affective work attitudes and customer satisfaction

This study examines the negative spillover effects of hospitality frontline employees’ work–family conflict on their affective reactions, commitment, and customer satisfaction. A field survey was conducted to obtain a dyadic data set (148 paired employee–customer responses). Our results indicate that frontline employees’ role conflict between work and family results in less positive affective reactions to the job, decreased emotional attachment to the organization, and lower levels of customer satisfaction. These findings suggest that hospitality firms need to understand that factors outside the workplace influence service excellence, thus calling for a family-friendly organizational culture.

► A dyadic data set (148 paired employee-customer responses) examined the negative spillover effects of hospitality frontline employees’ work-family conflict on their affective work attitudes and customer satisfaction. ► Frontline employees’ role conflict between work and family results in less positive affective reactions to the job, decreased emotional attachment to the organization, and lower levels of customer satisfaction. ► Hospitality firms need to understand that factors outside the workplace influence service excellence, thus calling for a family-friendly organizational culture.