What is Wrong With The Quality of Hotel Service? The Critical Role of Work – Family Conflict and Its Negative Outcomes
What is Wrong With The Quality of Hotel Service? The Critical Role of Work – Family Conflict and Its Negative Outcomes

Summary/Abstract: Hospitality jobs are characterised by long, unsocial working hours, irregular and inflexible work schedules, limited time off, shift work, etc. All these aspects, including changes in customers’ needs, create a stressful workplace, where increased demands require more time and energy from employees that “must be” devoted to work related activities instead of family life. Thus, unsurprisingly, hotel employees who try to deliver excellent service and meet high quality standards may be particularly prone to experience work-family conflict, which in turn may lead to very adverse effect for customer service and, as a result, many negative outcomes.

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