Résumé
The purpose of this article is to analyze the impact of working conditions defined in terms of demand and resources on job stress through the work-family conflict, retaining as theoretical foundation the theory of conservation of resources (Hobfoll, 1989) but also incorporating the individual characteristics and the type of hotel as moderator variables. A study was conducted among 648 customer contact employees in the hospitality industry in France. The main results show that the work-family conflict has a partial mediatory effect on the relationship between job demands (and more particularly mental and physical workload and verbal abuse from clients) and professional stress. These results also identify the mediatory effect of the work-family conflict on the relationship between the social support provided by the immediate superior and colleagues and stress. Besides the results of the moderated mediation test show that individual characteristics and the type of hotel are moderating variables. Reproduced by permission of Bibliothèque de Sciences Po