| Statistics in 2020 show that despite the impact of COVID-19,the tertiary industry still contributes 47.3%to the GDP,ranking first among the three industries,which shows that the service economy has become an important engine for Chinese economic development.With the rapid and comprehensive development of Chinese service industry,the hotel industry which is an important part of the service industry has entered a period of rapid development.However,in the wake of growth of the hotel industry,the competition in the industry is becoming more and more fierce.From the perspective of enterprise practice,it has become the only way for enterprises to stand out in the competition to stimulate the high level of service behavior of employees,improve their service performance,reduce the willingness of employees to quit,and retain excellent service talents for enterprises.Front-line service personnel in the hotel industry directly face customers,and the quality of the services they provide will directly affect the service performance level of the hotel.Moreover,as a labor-intensive enterprise,hotel enterprises pay special attention to talents,and how to reduce employees’ willingness to quit their careers and retain excellent service talents for the enterprise is the key for hotels to improve their competitiveness.Therefore,how to improve the service performance of employees and reduce their willingness to quit their careers has become a key concern in the theoretical field.From the current research,the role conflict between employees’ work and family is an important factor that affects employees’ service performance and career withdraw intention.Through this survey,it was found that front-line employees in the hotel industry are difficult to balance their work and family at the same time due to long and irregular working hours,heavy workload and low salary levels,resulting in the problem of role conflict between work and family becoming more prominent.Therefore,this study will take hotels’ front-line service employees as the research object,and focus on work-family conflict,specifically work-family conflict(interference with family responsibilities due to work commitments)and family-work conflict(interference with work performance due to family responsibilities),to explore their mechanisms and boundary conditions with employees’ service performance and career withdraw intentions.This will help service-oriented companies to use relevant initiatives to solve the problem of work-family conflict,which in turn will improve employees’ service performance,reduce employees’ willingness to quit their careers,and ultimately improve their competitiveness in the market.Based on the above theories and practical background,this study takes front-line service personnel of hotel enterprises in the service industry as the research object.After reviewing relevant literature,based on the conservation of resources theory,the following aspects of research are carried out:first of all,in this study,the relationships between work-family conflict,family-work conflict and employee service performance and career withdraw were discussed while combing the literature related to service performance and career withdraw;secondly,the mediation mechanisms of work-family conflict,family-work conflict and employee service performance and career withdraw were also the focus of this study;thirdly,the boundary conditions of the relationships between work-family conflict,family-work conflict and employee service performance and career withdraw were also discussed.This paper empirically tested the research model with data from 1020 employees in 54 hospitality companies.The results showed that work-family conflict positively influenced employees’ willingness to quit their careers,positively influenced employees’ emotional exhaustion,and negatively influenced employees’ work engagement;family-work conflict negatively influenced employees’ service performance,positively influenced employees’willingness to quit their careers,positively influenced employees’ emotional exhaustion,and negatively influenced employees’ work engagement;emotional exhaustion positively influenced employees’ willingness to quit their careers,and work engagement positively affects employees’ service performance,negatively affects employees’ willingness to quit their careers;emotional exhaustion mediated between work-family conflict and employees’willingness to quit their careers,emotional exhaustion mediated between family-work conflict and employees’ willingness to quit their careers;work engagement mediated between family-work conflict and employees’ service performance,work engagement mediated between family-work conflict and employees’ mediating role between family-work conflict and employees’ career withdraw intentions;work-family boundary management preferences moderated the relationship between work-family conflict and employee emotional exhaustion,moderated the relationship between family-work conflict and employee emotional exhaustion,moderated the relationship between work-family conflict and employee work engagement,moderated the relationship between family-work conflict and employee work engagement,moderated the impact of family-work conflict on career withdraw intentions through employee emotional exhaustion:Work-family boundary management preferences moderated the effect of family-work conflict on career withdraw intentions through employee work engagement and the effect of family-work conflict on service performance through employee work engagement.The findings of this study has the following theoretical significance:first of all,through the theoretical deduction and empirical testing of the relationships between work-family conflict,family-work conflict and service performance and career withdraw,this paper answered the question whether the above two conflicts will affect the employees’ service performance and career withdraw,which helps to expand the understanding of the literature on service performance and career withdrawal intention.Secondly,based on the conservation of resources theory,this study reveals the different mechanisms of work-family conflict and family-work conflict on employee’s service performance and career withdraw,which is helpful to expand the research of work-family conflict on service performance and career withdraw;Finally,this study explores the moderating effect of work-family boundary management preferences,and answers the question of what are the boundary conditions of work-family conflict,family-work conflict affecting service performance and career withdraw of employees,which is conducive to enrich the study of boundary factors of effectiveness of enterprise management practices.At the same time,the findings of this study also have the following practical implications:first of all,service-oriented enterprises need to pay more attention to the work-family relationship of their employees,and promote the balance between work and family through the introduction of relevant policies.Secondly,enterprises should alleviate the emotional exhaustion of employees at work and improve the level of employees’ work engagement.Finally,enterprises should promote the matching of organizational boundary management with employees’ boundary management preferences,in order to alleviate the negative effects of work-family conflict for employees. |
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