The Impact of Frontline Employees’ Work–Family Conflict on Customer Satisfaction: The Mediating Role of Exhaustion and Emotional Displays

Cornell Hospitality Quarterly

Volumn 55, Issue 4, 2014, Pages 422-432

  Mattila, Anna S ^b   Ngan, Nei Na ^c  

^a Roy)   (China)

^b PENNSYLVANIA STATE UNIVERSITY   (United States)

^c Department of Health ^*  (China)

Author keywords

customer satisfaction; emotional displays; exhaustion; work family conflict

Indexed keywords

EID: 84901474080     PISSN: 19389655     EISSN: 19389663     Source Type: Journal    
DOI: 10.1177/1938965513517172     Document Type: Article

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