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Family and Work Role Conflicts of Hotel Employees’ with its Impact on Guest Relations

Abstract


 The current empirical swot examines the “habitat- job interface” dimension of quality of work life (QWL) of the hotel front line employees, and assesses the collision between the work role and family role variables that are positively related to emotional exhaustion. As a result, the service attitude towards the guest is affected adversely, directly hitting on the major revenue generator i.e. the Guest. Findings show that Work-family conflict negatively associates with job satisfaction. “Receptiveness” is simply a constituent of service viewpoint that is not substantially opinionated by the job environment. “Complaint management” has a finer influence on guest gratification than any other service attitude. This study reveals chief areas where the hotel workers articulate their discontent.


Keywords

Motivation, Attrition, Work culture, QWL, Service quality, Professional Approach, Employability, Service Triangle, decision making process

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