Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry the overlooked side of the work-family interface

Bao Cheng; Gongxing Guo; Yun Dong; Yan Peng

doi:10.1080/19368623.2020.1790077

Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry the overlooked side of the work-family interface

Bao Cheng, Gongxing Guo, Yun Dong, Yan Peng

Research output: Journal article publication › Journal article › Academic research › peer-review

20 Citations (Scopus)

Abstract

The present study explores the underlying mechanism of problems at home and proactive customer service performance (PCSP) in the hospitality industry. Integrating conservation of resources theory and boundary theory, it investigates the impact of hotel service employees’ problems at home on PCSP as well as the mediating role of thriving at work and the moderating role of home–work segmentation preferences. We employed a three-wave survey and achieved 316 valid employee–supervisor dyads from five hotels in Guangdong Province in southern China. The results demonstrate that problems at home have a negative effect on PCSP and that thriving at work mediates this association. Furthermore, home–work segmentation preferences could weaken the effect of problems at home on thriving at work and the indirect effect of problems at home on PCSP via thriving at work.

Original language	English
Pages (from-to)	354-372
Number of pages	19
Journal	Journal of Hospitality Marketing and Management
Volume	30
Issue number	3
DOIs	https://doi.org/10.1080/19368623.2020.1790077
Publication status	Published - Apr 2021

Keywords

home–work segmentation preferences
proactive customer service performance
Problems at home
thriving at work

ASJC Scopus subject areas

Management Information Systems
Tourism, Leisure and Hospitality Management
Marketing

More information

10.1080/19368623.2020.1790077

Cite this

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abstract = "The present study explores the underlying mechanism of problems at home and proactive customer service performance (PCSP) in the hospitality industry. Integrating conservation of resources theory and boundary theory, it investigates the impact of hotel service employees{\textquoteright} problems at home on PCSP as well as the mediating role of thriving at work and the moderating role of home–work segmentation preferences. We employed a three-wave survey and achieved 316 valid employee–supervisor dyads from five hotels in Guangdong Province in southern China. The results demonstrate that problems at home have a negative effect on PCSP and that thriving at work mediates this association. Furthermore, home–work segmentation preferences could weaken the effect of problems at home on thriving at work and the indirect effect of problems at home on PCSP via thriving at work.",

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note = "Funding Information: This work was supported by MOE (Ministry of Education in China) Project of Humanities and Social Sciences (Grant No. 17YJC630031), Guangdong Basic and Applied Basic Research Foundation (Grant No. 2019A1515011464), Guangdong Science and Technology Special Fund Project (Grant No. 2019ST002), Humanities and Social Sciences Innovation Team Major Project of Educational Commission of Guangdong Province (Grant No. 2016WCXTD003) and Research Institute for Guangdong-Taiwan Business Cooperation of Shantou University. Publisher Copyright: {\textcopyright} 2020 Taylor & Francis Group, LLC.",

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Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry the overlooked side of the work-family interface. / Cheng, Bao; Guo, Gongxing; Dong, Yun et al.
In: Journal of Hospitality Marketing and Management, Vol. 30, No. 3, 04.2021, p. 354-372.

Research output: Journal article publication › Journal article › Academic research › peer-review

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AU - Guo, Gongxing

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AU - Peng, Yan

N1 - Funding Information: This work was supported by MOE (Ministry of Education in China) Project of Humanities and Social Sciences (Grant No. 17YJC630031), Guangdong Basic and Applied Basic Research Foundation (Grant No. 2019A1515011464), Guangdong Science and Technology Special Fund Project (Grant No. 2019ST002), Humanities and Social Sciences Innovation Team Major Project of Educational Commission of Guangdong Province (Grant No. 2016WCXTD003) and Research Institute for Guangdong-Taiwan Business Cooperation of Shantou University. Publisher Copyright: © 2020 Taylor & Francis Group, LLC.

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Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry the overlooked side of the work-family interface

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Keywords

ASJC Scopus subject areas

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