IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v31y2009i8p1365-1380.html
   My bibliography  Save this article

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

Author

Listed:
  • Hsiu-Hua Hu
  • Chin-Tien Hsu
  • Wen-Ruey Lee
  • Jui-Huang Chang
  • Meng-Hui Hsu

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.

Suggested Citation

  • Hsiu-Hua Hu & Chin-Tien Hsu & Wen-Ruey Lee & Jui-Huang Chang & Meng-Hui Hsu, 2009. "Mediating and moderating processes in the relation between problem customer perceptions and work--family conflict," The Service Industries Journal, Taylor & Francis Journals, vol. 31(8), pages 1365-1380, October.
    • Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1365-1380
    DOI: 10.1080/02642060903437600
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060903437600
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060903437600?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1365-1380. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.