서비스직의 직장-가정 갈등과 고객지향성: 긍정적 정서자원으로서의 심리적 안녕의 매개역할

In many instances the interface between the work and family domains is now rapidly changing and even challenging, with employees being forced to balance dual demands from both domains. This is reflected in national trends, which show that dual earner employees are consistently increasing. In parallel with this change, the increase in the number of service sector jobs is another prevalent side of recent economic changes. So, the importance of frontline employees’ customer orientation for delivering high quality and authentic service has been uncontested by many managers and researchers. Considering these respects and building on the previous works of others, this study is aimed to investigate the consequential effect of work-family conflict on the psychological well-being and customer orientation of professional service employees. This study also try to explore the possible mediating effect of employees’ psychological well-being in the relationship between work-family conflict and their customer orientation. For inducing a series of research hypotheses, this study relied on the conservation of resources(COR) theory and the broaden-and-build theory of positive emotions to predict and interpret the associations among work-family conflict, psychological well-being, and customer orientation of professional service employees. To test the hypotheses, data were collected from female nurses of 9 general hospitals in Korea. The results of analysis showed that family-to-work conflict of nurses, one of the two bi-directional work-family conflict, was negatively related to their psychological well-being and customer orientation. And nurse’s psychological well-being considerably mediated the relationship between family-to-work conflict and their customer orientation. From these results, we inferred that family-friendly policies such as flexible work arrangements, if they are introduced in the hospital organization, will be functioned as a very helpful resource for nurses to better cope with various work and family demands, especially the demands that are originated from their family-to-work conflict.