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The effects of two directions of conflict and facilitation on frontline employees’ job outcomes

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  • Osman M. Karatepe
  • Hasan Kilic

Abstract

This study investigated the effects of two directions of conflict and facilitation simultaneously on job performance, job satisfaction, and affective organisational commitment based on data obtained from frontline hotel employees in Northern Cyprus. As expected, family--work conflict dimished job performance, while family--work facilitation enhanced job performance. Contrary to our prediction, conflict between work and family domains intensified job performance. The results of the path analysis revealed that work--family facilitation increased job satisfaction, while family--work facilitation triggered affective organisational commitment. The findings pertaining to the relationships between job performance, job satisfaction, and affective organisational commitment were in the hypothesised directions. Also, the results of the confirmatory factor analysis demonstrated that the four-factor model that consisted of work--family conflict, family--work conflict, work--family facilitation, and family--work facilitation was superior compared with other models tested. Implications of the empirical findings and their future research directions are discussed in our study.

Suggested Citation

  • Osman M. Karatepe & Hasan Kilic, 2006. "The effects of two directions of conflict and facilitation on frontline employees’ job outcomes," The Service Industries Journal, Taylor & Francis Journals, vol. 29(7), pages 977-993, December.
    • Handle: RePEc:taf:servic:v:29:y:2006:i:7:p:977-993
    DOI: 10.1080/02642060902749716
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    Cited by:

    1. Zhaoquan Jian & Ho Kwong Kwan & Qian Qiu & Zhi Qiang Liu & Frederick Hong-kit Yim, 2011. "Abusive supervision and frontline employees' service performance," The Service Industries Journal, Taylor & Francis Journals, vol. 32(5), pages 683-698, August.
    2. Min-Hsin Huang & Zhao-Hong Cheng, 2010. "The effects of inter-role conflicts on turnover intention among frontline service providers: does gender matter?," The Service Industries Journal, Taylor & Francis Journals, vol. 32(3), pages 367-381, October.

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