Research Article

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

Published in: Africa Journal of Management
Volume 2 , issue 2 , 2016 , pages: 138–165

DOI: 10.1080/23322373.2016.1175265

Author(s): Samuel Aryee King's College London, United Kingdom , Fred O. Walumbwa Florida International University, United States of America , Hazel Gachunga Jomo Kenyatta University of Agriculture and Technology, Kenya , Chad A. Hartnell Georgia State University, United States of America

Keywords: workplace family resources , work engagement , expertise , service performance

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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.

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