Workplace Family Resources and Service Performance: The Mediating Role of Work Engagement

Abstract

Drawing on the Job Demands-Resources (JD-R) model, this study examined processes through which informal workplace family resources influence service performance. Our findings reveal that family supportive supervisor behavior (FSSB) and perceived organizational family support (POFS) relate to work engagement directly and indirectly through satisfaction with work-family balance which, in turn, relates to service performance through work engagement. Furthermore, we find that employee expertise negatively interacts with work engagement to influence service performance, suggesting that employee expertise compensates for low engagement in predicting service performance.

FSSBs and Elderly Care: Exploring the Role of Organizational Context on Employees’ Overall Health and Work–Family Balance Satisfaction

“…While research to date has mainly focused on the consequences of FSSBs, understanding the mediating role of FSSBs is key as it signals the role of supervisors as enablers of family-friendly behaviors and may trigger a work environment where subordinates look up to and learn from their supervisors (Russo et al, 2015). Previous research has mainly focused on work-family balance (Aryee, Walumbwa, Gachunga, & Hartnell, 2016), work- family enrichment or work-family satisfaction (Qing & Zhou, 2017) as mediating mechanisms between various enabling resources at work (e.g., organizational culture, family supportive culture) and employee outcomes (e.g., work performance, work engagement). Our focus on FSSBs as a mechanism extends this body of literature by pointing out to the informal role of supervisors in displaying family supportive behaviors (Hammer et al, 2015) and, therefore, underscores the trickling down effect from supervisors to their subordinates in enhancing their overall health and the work-family satisfaction of their subordinates.…”

The moderating role of prosocial motivation on the association between family-supportive supervisor behaviours and employee outcomes

“…However, based on models such as the W-HR-model (ten Brummelhuis & Bakker, 2012), there are strong theoretical arguments for this mediating role of family performance. Also, there is more recent evidence (e.g., Li et al, 2017;Qing & Zhou, 2017;Aryee et al, 2016) showing that work-home enrichment and satisfaction with work-family balance mediate the association between FSSBs and work outcomes. We have now included a more elaborated review of the mediating role of family performance including the more recent evidence on page 9.…”

“…This is a newly written excerpt for our mediating hypothesis: "Indirect evidence for our argument comes from research which has started conceptualizing FSSBs as resources, and showing that FSSBs generate other resources that then turn into relevant outcomes, such as job satisfaction and work performance. Research has found that work-family enrichment, conceptualized as resource expansion (Li et al, 2017;Qing & Zhou, 2017), satisfaction with work-family balance (Aryee et al, 2016) and work-to-family positive spillover (Las Heras et al, 2017) mediate the association between FSSBs and employees' outcomes, including job satisfaction, family efficacy, turnover intentions, and job performance. Moreover, the findings in Hill et al (2015) revealed that work-family conflict mediates the negative association between FSSBs and employees' turnover intentions.…”

The effects of high performance work systems in employees’ service-oriented OCB

“…Overall, employees who are engaged in their job are strongly aware of their role duties and the organizational goals, and show extra role behaviors by engaging in OCB ( Luu, 2019, p. 793 ). Hence, engaged employees seek for better solutions to the every-day problems, support their colleagues, and find solutions when coming across with customers’ complaints ( Aryee et al, 2016 ; Reijseger et al, 2017 ).…”