DOES WORK-FAMILY CONFLICT MEDIATE THE EFFECTS OF WORKING CONDITIONS ON JOB STRESS? A STUDY CARRIED OUT AMONG CUSTOMER CONTACT EMPLOYEES IN THE HOSPITALITY INDUSTRY

Abstract

The purpose of this article is to analyze the impact
of working conditions defined in terms of demand
and resources on job stress through the work-family
conflict, retaining as theoretical foundation the theory of conservation of resources (Hobfoll, 1989) but
also incorporating the individual characteristics and
the type of hotel as moderator variables. A study was
conducted among 648 customer contact employees
in the hospitality industry in France. The main
results show that the work-family conflict has a partial mediatory effect on the relationship between job
demands (and more particularly mental and physical
workload and verbal abuse from clients) and professional stress. These results also identify the mediatory effect of the work-family conflict on the relationship between the social support provided by the
immediate superior and colleagues and stress.
Besides the results of the moderated mediation test
show that individual characteristics and the type of
hotel are moderating variables.