Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
Relationship among the Hotel Service Provider's Work-Family Conflict, Service Recovery and Job Satisfaction
- Journal of Tourism Sciences
- Abbr : JTS
- 2009, 33(1), pp.345-364
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Choi Hyun Jung 1, Younghwa Kim 1
1우송대학교
Accredited
ABSTRACT
In this paper, a research model investigating the relationship of work-family conflict, service recovery, and job satisfaction was developed. To test the hypotheses, authors collected multi-sources data from 258 in five lucurious Hotels. The result of path analysis suggests that family-work conflict depicts significant negative relationship with the outcome of service recovery. In contrast, work-family conflict has a negative influence on service recovery is not supported by the empirical data. The result of this study indicates that Work-family conflict is a significant predictor of increasing their job satisfaction, while family-work conflict is not. In addition the hypotheses that service recovery exerts a significant positive effect on job satisfaction are supported by empirical data.
Statistics
-
384 Viewed
-
2 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[thesis]
강정원
/ 2006
/ 호텔종사원의 직무특성이 직장-가정 갈등과 조직 및 경력몰입에 미치는 영향에 관한 연구
/ 박사
/ 명지대학교
[journal]
김영화
/ 2005
/
A Study of the Service Recovery Strategies, Satisfaction and Loyalty according to the Service Failure′s Types: A CIT Approach
/ 호텔관광연구
/ 한국호텔관광학회
7(2)
: 64~81
[journal]
박인규
/ 2004
/ 직무 스트레스와 직무-가정갈등 사이에서의 조직지원의 조절효과; 관광호텔종사원들을 중심으로
/ 문화관광연구
6(2)
[other]
여성가족부
/ 2005
/ 2005년도 주요 통계 해설
[journal]
이수광
/ 2007
/
An Impact of Work-Family Conflict on Turnover Intention
/ 관광연구
/ 대한관광경영학회
22(3)
: 205~218
[journal]
하동현
/ 2007
/
The Relationships between Family functions and work-family interface conflicts in the Service Recovery of the hotel employees
/ 관광연구
/ 대한관광경영학회
21(4)
: 83~100
[journal]
Adams, G. A
/ 1996
/ Relationship of job and family involvement, family social support, and work-family conflict with job and life satisfaction
/ Journal of Applied Psychology
81
: 411~420
[journal]
Anderson, S. E
/ 2002
/ Formal organizational initiatives and informal workplace practices: links to work-family conflict and job-related outcomes
/ Journal of Management
28(6)
: 787~810
[journal]
Babakus,E
/ 2003
/ The effect of management commitment to service quality on employees' affective and performance outcomes
/ Journal of the Academy of marketing Science
31(3)
: 272~286
[journal]
Babin, B. J
/ 1996
/ The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction
/ Journal of Retailing
72(1)
: 57~75
[journal]
Babin, B. J
/ 1998
/ Employee behavior in a service environment: A model and test of potential differences between men and women
/ Journal of Marketing
62
: 77~91
[book]
Berry, L. L
/ 1991
/ Markdting services
/ Free Press
[journal]
Boles, J. S
/ 2001
/ An investigation into the inter-relationships of work-family conflict, family-work conflict and work satisfaction
/ Journal of Managerial Issues
13(3)
: 376~390
[journal]
Boles, J. S
/ 1997
/ Role stress, work-family conflict and emotional exhaustion: Inter-relationships and effects in some work-related consequence
/ The Journal of Personal Selling & Sales Management
17(1)
: 17~28
[journal]
Boyar, S
/ 2003
/ Work-family conflict: A model of linkages between work and family domain variables and turnover intentions
/ Journal of Managerial Issues
15
: 175~190
[journal]
Boshoff,C
/ 1997
/ An experimental study of service recovery options
/ International Journal of Service Industry Management
8(2)
: 110~130
[journal]
Boshoff, C
/ 2000
/ The influence of selected antecedents on frontline staff's perceptions of service recovery performance
/ International Journal of Service Industry Management
11(1)
: 63~90
[journal]
Brown , S. P
/ 1993
/ Antecedents and consequences of salesperson job satisfaction: meta-analysis and assessment of causal effects
/ Journal of Marketing Research
30
: 63~78
[journal]
Champoux,J.E
/ 1980
/ The World of Nonwork: Some Implication for Job Re-design Efforts
/ Personnel Psychology
33
: 61~75
[journal]
Carlson, D. S
/ 2000
/ Construction and initial validation of a multidimensional measure of work-family conflict
/ Journal of Vocational Behavior
56
: 249~276
[journal]
Duxbury, L. E
/ 1992
/ After-hours telecommuting and work-family conflict: A comparative analysis
/ Information Systems Research
3
: 173~190
[journal]
Frone, M. R
/ 1992
/ Antecedents and outcomes of work-family conflict: Testing a model of the work-family interface
/ Journal of Applied Psychology
77(1)
: 65~78
[journal]
Goodwin, Cathy
/ 1992
/ Customer Responses to Service Failures: Influence of Prodedural and Interactional Fairness Perceptions
/ Journal of Business Research
25
: 149~163
[journal]
Grandey, A. A
/ 1999
/ The conservation of resources model applied to work-family conflict and strain
/ Journal of Vocational Behavior
54
: 350~370
[journal]
Greenhaus, J. H
/ 1985
/ Source of conflict between work and family roles
/ Academy of Management Review
10(1)
: 76~88
[other]
Gronroos,Cristian
/ 1988
/ Service Quality : The Six Criteria of Good Perceived Service Quality Review of Business
: 10~13
[journal]
Gutek, B
/ 1991
/ Rational versus gender role- explanations for work-family conflict
/ Journal of Applied Psychology
76
: 560~568
[journal]
Hartline, M. D
/ 1996
/ The management of customer- contact service employees: An empirical investigation
/ Journal of Marketing
60
: 52~70
[journal]
Hartline, M. D
/ 2000
/ Corrodors of influence in the dissemination of customer-oriented strategy to customer contact service employees
/ Journal of Marketing
64
: 35~50
[journal]
Harris, L. C
/ 2003
/ The consequences of disfunctional customer behavior
/ Journal of Service Research
6(2)
: 144~161
[journal]
Hocutt, M. A
/ 1998
/ The Impact of employee Empowerment on the Quality of Service Recovery Efforts
/ Journal of Quality Management
3(1)
: 117~133
[journal]
Hsieh, A. T
/ 2005
/ The effect of customer participation on service providers' job stress
/ The Service Industries Journal
25(7)
: 891~905
[journal]
Huang, Y. H
/ 2004
/ The relationship between work-to-family conflict and family-to-work conflict: A longitudinal study
/ Journal of Family and Economic Issues
25
: 79~100
[journal]
Karatepe, O. M
/ 2007
/ Relationship of supervisor support and conflicts in the work-family interface with the selected job outcomes of frontline employees
/ Tourism management
28
: 238~252
[journal]
Karatepe, O. M
/ 2006
/ The effects of work role and family role variables on psychological and behavioral ourcomes of frontline employees
/ Tourism Management
27
: 255~268
[journal]
Karatepe, O. M
/ 2003
/ The measurement of job satisfaction: an empirical study of frontline employees in the Northern Cyprus hotel industry
/ International Journal of Hospitality & Tourism Administration
4(1)
: 69~85
[journal]
Kilic, H
/ 2005
/ Factors influencing productivity in small island hotels: Evidence from Northern Cyprus
/ International Journal of Contemporary Hospitality Management
27
: 255~268
[journal]
Kossek, E.E
/ 1998
/ Work-family conflict, Policies and job-life satisfaction relationship: A review and directions for organizational behavior-human resources research
/ Journal of Applied Psychology
83(2)
: 139~149
[journal]
Mcelwain, A.K
/ 2005
/ An examination of gender differences in work-family conflict
/ Canadian Journal of Behavior Science
37(4)
: 283~298
[journal]
Menon, K
/ 2004
/ Service Provider Response to Anxious and Angry Customers: Different Challenges, Different Payoffs
/ Journal of Retailing
80(3)
: 229~237
[journal]
Meyer, J. P
/ 2002
/ Affective, continuance, and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences
/ Journal of Vocational Behavior
61
: 20~52
[journal]
Namasivayam, K
/ 2004
/ The relationship of work-family conflicts and family-work conflict to job satisfaction
/ Journal of Hospitality & Tourism Research
28(2)
: 242~250
[journal]
Namasivayam, K
/ 2007
/ An investigation of the moderating effects of organizational commitment on the relationships between work-family conflict and job satisfaction among hospitality employees in India
/ Tourism management
28
: 1212~1223
[journal]
Netemeyer, R. G
/ 1996
/ Development and validation of work-family conflict and family-work scales
/ Journal of Applied Psychology
82
: 400~410
[journal]
Netemeyer, R. G
/ 2004
/ A cross-national model of job-related outcomes of work role and family role variables: Aretail sales context
/ Journal of the Academy of Marketing Science
32(1)
: 49~60
[journal]
Rust, R. T
/ 1996
/ The satisfaction and retention of frontline employees: a customer satisfaction measurement approach
/ International Journal of Service Industry Management
75(5)
: 62~80
[book]
Schermerhorn,J.R
/ 1996
/ Essentials of management and organizational behavior
/ John Wiley and Sons
[journal]
Schwepker Jr
/ 2001
/ Ethical climates's relationship to job satisfaction, organizational commitment, and turnover intention in the salesforce
/ Journal of Business Research
54
: 39~52
[thesis]
Smith,Amy Kyper
/ 1997
/ Customer satisfaction with service encounters involving failure recovery: An integrative model of exchange
/ 박사
/ Maryland University
[journal]
Sohi,R.S
/ 1996
/ The effects of environmental dynamism and heterogeneity on salespeople's role perceptions, performance and job satisfaction
/ European Journal of Marketing
30(7)
: 49~67
[journal]
Stains,G.L
/ 1980
/ Spillover versus compensation: A review of the literature on the relationship between work and nonwork
/ Human Relation
33
: 111~129
[journal]
Tax, S. S
/ 1998
/ Recovering and learning from service failure
/ Sloan Management Review
40
: 75~88
[book]
Wallen,J
/ 2002
/ Balancing work and family: The role of the workplace
/ Allyn and Bacon
[journal]
Wu, L
/ 2006
/ An investigation of job satisfaction, organizational commitment and role conflict and ambiguity in a sample of Chinese undergraduate nursing students
/ Nurse Education Today
26(4)
: 304~314
[journal]
Yavas, U
/ 2004
/ Customer complaint and organizational responses : A study of hotel guests in Northern Cyprus
/ Journal of Hospitality & Leisure Marketing
1
: 31~46
[journal]
Zeithaml, V. A
/ 1993
/ The nature and determinants of customer expectations of service
/ Journal of the Academy of Marketing Science
2(1)
: 1~12
[journal]
Zemke, R
/ 1990
/ recovery : Doing it right the second time
/ Training
3(2)
: 42~48