The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent
Abstract
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.
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Cites
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003) · Journal of Applied Psychology · doi:10.1037/0021-9010.88.5.879 · Cited by 82,194
“Stress: appraisal and coping,”
Folkman, S. (2013) · Encyclopedia of Behavioral Medicine · doi:10.1007/978-1-4419-1005-9_215 · Cited by 27,833
PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.
Kahn, W. A. (1990) · Academy of Management Journal · doi:10.2307/256287 · Cited by 10,975
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000) · Journal of Management · doi:10.1177/014920630002600307 · Cited by 5,897
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Social and Psychological Resources and Adaptation
Hobfoll, S. E. (2002) · Review of General Psychology · doi:10.1037/1089-2680.6.4.307 · Cited by 4,594 · cited 3×
“Thus, WFC leads to job stress because resources are lost in the process of juggling both work and family, creating elevated levels of stress at work (Hobfoll 2002).”
BackgroundMethodDevelopment and validation of work–family conflict and family–work conflict scales
Netemeyer, R. G., Boles, J. S., & McMurrian, R. (1996) · Journal of Applied Psychology · doi:10.1037/0021-9010.81.4.400 · Cited by 3,864
Self-citationStress, Coping, and Social Support Processes: Where Are We? What Next?
Thoits, P. A. (1995) · Journal of Health and Social Behavior · doi:10.2307/2626957 · Cited by 3,496 · cited 1×
“…proposed for studying the work–family interface, our models are derived from three mostly complementary theoretical perspectives: (1) interrole conflict theory (Kahn and Byosiere 1992), (2) identity theory (Thoits 1991), and (3) conservation of resources (COR)/resource drain theory (Hobfoll 2002).”
MethodRole conflict and ambiguity as critical variables in a model of organizational behavior
House, R. J., & Rizzo, J. R. (1972) · Organizational Behavior and Human Performance · doi:10.1016/0030-5073(72)90030-x · Cited by 1,068 · cited 1×
“We measured job stress with three items from the anxiety–stress scale that House and Rizzo (1972) developed and with one item that we generated.”
Method
Cited by
Corporate Social Responsibility, Customer Satisfaction, and Market Value
Luo, X., & Bhattacharya, C. B. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.4.001 · Cited by 3,439
Amstad, F. T., Meier, L. L., Fasel, U., Elfering, A., & Semmer, N. K. (2011) · Journal of Occupational Health Psychology · doi:10.1037/a0022170 · Cited by 1,654
Chen, Y., & Chang, C. (2012) · Management Decision · doi:10.1108/00251741211216250 · Cited by 1,370
A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses
Brown, S. P., & Lam, S. K. (2008) · Journal of Retailing · doi:10.1016/j.jretai.2008.06.001 · Cited by 393
Yu, J., Park, J., & Hyun, S. S. (2021) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2021.1867283 · Cited by 312
Metadata
- Authors
- Netemeyer, R. G., Maxham, J. G., & Pullig, C.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2005-04
- Volume
- 69
- Issue
- 2
- Pages
- 130-143
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2180492167
- Cited by
- 451
- References
- 9
- FWCI
- 50.84
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent. https://app.cochat.ai/papers/10.1509/jmkg.69.2.130.60758
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- Netemeyer, R. G., Maxham, J. G., & Pullig, C. (2005). Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent. Journal of Marketing. https://doi.org/10.1509/jmkg.69.2.130.60758
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
