Do customer orientation and job resourcefulness moderate the impact of interrole conflicts on frontline employees’ performance?

Abstract

The study reported in this article examines the nature of relationships among interrole conflicts and frontline service employees’ in-role and extra-role performances in the hospitality sector. A related objective of the study is to uncover whether these relationships are moderated by two personality traits (customer orientation (CO) and job resourcefulness). Frontline employees of several hotels throughout the Turkish Republic of Northern Cyprus serve as the study setting. Results of the study reveal that interrole conflicts are significantly related to frontline employees’ in-role and extra-role performances. Furthermore, results indicate that both CO and job resourcefulness moderate the relationships among interrole conflicts and employees’ in-role and extra-role performances. Implications of the results are discussed and avenues for future research are offered.