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

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.