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The effects of inter-role conflicts on turnover intention among frontline service providers: does gender matter?

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  • Min-Hsin Huang
  • Zhao-Hong Cheng

Abstract

This study contrasts the different levels of the work and family conflict on turnover intention between male and female service employees. A conceptual model of the relationship between work-family conflicts (WFCs), family-work conflicts (FWCs), job stress, job satisfaction, and turnover intention is proposed and empirically tested across male and female service providers. The moderated multiple regression models are applied to data collected from frontline employees within two service industries in Taiwan to test the hypotheses. Results of this study indicate that WFC affects female employees' job stress more strongly than it does in males; more importantly, FWC and job stress have stronger effects on turnover intention among female service employees.

Suggested Citation

  • 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.
    • Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:367-381
    DOI: 10.1080/02642069.2010.545391
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    References listed on IDEAS

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    1. Boles, James S. & Babin, Barry J., 1996. "On the front lines: Stress, conflict, and the customer service provider," Journal of Business Research, Elsevier, vol. 37(1), pages 41-50, September.
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    3. Schwepker, Charles Jr., 2001. "Ethical climate's relationship to job satisfaction, organizational commitment, and turnover intention in the salesforce," Journal of Business Research, Elsevier, vol. 54(1), pages 39-52, October.
    4. 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.
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