Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent
研究客服员工的工作-家庭冲突和家庭-工作冲突如何通过工作压力影响其角色内和角色外绩效，进而影响顾客购买意向，对服务企业管理者有参考价值。
Because customer service employees often represent the sole contact a customer has with a firm, it is important to examine job-related factors that affect customer service employee performance and customer evaluations. In two diverse customer settings, the authors capture matched responses from service employees, supervisors, and customers. The authors use the data to examine the potential chain of effects from customer service employee work–family conflict and family–work conflict, to job stress and job performance, to customer purchase intent (CPI). The results show direct (and indirect) effects of work–family conflict and family–work conflict on service employee customer-directed extra-role performance (CDERP). The results also show direct effects of job stress on service employee in-role performance (IRP) and CDERP and on CPI. Furthermore, the findings show that job stress has a more pronounced effect on IRP than on CDERP and that CDERP has a greater effect on CPI than does IRP. The authors conclude with a discussion of managerial and theoretical implications.