Work–Family Conflict and Job Performance among Young Service-Industry Employees in Hubei Province, China: A Moderated Dual-Mediation Model

บทคัดย่อ

This study examined how work–family conflict affects job performance among young service-industry employees in Hubei Province and tested the mediating roles of psychological capital and emotional exhaustion, together with the moderating role of social support. Grounded in conservation of resources theory and the job demands–resources model, the study used a quantitative cross-sectional design. Data were collected from 420 employees aged 20–39 who worked in customer-facing service positions, including hospitality, catering, retail, finance, and online customer service. The proposed model was analysed using partial least squares structural equation modelling with SmartPLS 4.0. The results showed that work–family conflict had a significant negative effect on job performance (β = −0.108, p = 0.040) and psychological capital (β = −0.341, p < 0.001), while it significantly increased emotional exhaustion (β = 0.394, p < 0.001). Psychological capital positively influenced job performance (β = 0.236, p < 0.001), whereas emotional exhaustion negatively influenced job performance (β = −0.296, p < 0.001). Both psychological capital and emotional exhaustion significantly mediated the relationship between work–family conflict and job performance. Social support weakened the negative effect of work–family conflict on psychological capital (β = 0.115, p = 0.002) and reduced its positive effect on emotional exhaustion (β = −0.175, p < 0.001). These findings demonstrate that work–family conflict impairs performance through simultaneous resource-loss and strain pathways. Service organizations should therefore adopt family-supportive work arrangements, strengthen psychological capital development, monitor emotional exhaustion, and build integrated support systems involving supervisors, colleagues, families, and communities to sustain employee well-being and service quality.