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

Hsiu-Hua Hu, Chin-Tien Hsu, Wen-Ruey Lee, Jui-Huang Chang and Meng-Hui Hsu

The Service Industries Journal, 2009, vol. 31, issue 8, 1365-1380

Abstract: 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.

Date: 2009
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DOI: 10.1080/02642060903437600

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