10 1108 - JSTP 10 2022 0235

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JSTP
33,6 Relaxation, morning recovery state
and customer- and coworker-
directed extra-role service
748 behavior: the moderating effect
Received 13 October 2022
Revised 19 January 2023
of work–family interface
8 May 2023
20 July 2023 Hyewon Park
Accepted 7 August 2023
College of Business, Tennessee Technological University, Cookeville, Tennessee, USA
Won-Moo Hur
College of Business Administration, Inha University, Incheon, Republic of Korea, and
Seung-Yoon Rhee
College of Business Administration, Hongik University, Seoul, Republic of Korea
Abstract
Purpose – This study aims to investigate the impact of overnight off-work relaxation on the performance of
frontline service employees (FLEs). Specifically, the authors focused on FLEs’ customer-directed extra-role
service behavior (C-ERSB) and coworker-directed extra-role service behavior (CW-ERSB) as indicators of
outstanding service performance. Drawing on the conservation of resources (Hobfoll, 1989) and ego depletion
theories (Baumeister, 2002), the authors hypothesized that the positive effect of overnight relaxation on ERSBs
will be mediated by the state of recovery. Additionally, the authors examined the boundary conditions of these
relationships by testing the moderating effects of work–family conflict (WFC) and family–work conflict (FWC).
Design/methodology/approach – The study employed an episodic sampling method. One hundred thirty-
five FLEs completed two daily surveys (before- and after-work) over five consecutive workdays, yielding 636
time-lagged day-level observations. Multilevel path modeling was performed to analyze the mediation and
second-stage moderated mediation effects.
Findings – Results showed that overnight off-work relaxation was positively related to FLEs’ next-day
C-ERSB and CW-ERSB via next-morning recovery state. The positive relationship between overnight off-work
relaxation and the next-morning recovery state was weaker for FLEs who experienced overnight WFC. FWC
during work hours weakened the positive relationship between the next-morning recovery state and CW-
ERSB, but not the relationship between the next-morning recovery state and C-ERSB.
Originality/value – The study used an episodic sampling method to reveal the significance of off-work
relaxation, recovery and family–work interface on FLEs’ ERSBs, a critical yet underexplored phenomenon in
service literature. This study sheds light on the pathways to achieve exceptional service performance by
revealing the importance of overnight off-work relaxation and the conditions that promote ERSBs.
Keywords Relaxation, Recovery, Extra-role service behavior, Work–family conflict, Family–work conflict
Paper type Research paper
Introduction
Frontline service employees (FLEs) play a central role in enhancing customer satisfaction and
loyalty. Thus, sustaining a competitive advantage in the service industry hinges on FLEs’
willingness and readiness to deliver high-quality, outstanding services to customers beyond
their expectations (Bettencourt and Brown, 1997; Grewal et al., 2009). However, recent studies
have shown that FLEs struggle with high levels of stress and burnout due to emotional
Journal of Service Theory and
Practice
burdens, overwork, loss of control and unfavorable customer encounters (Choi et al., 2019;
Vol. 33 No. 6, 2023
pp. 748-770
© Emerald Publishing Limited This work was supported by an Inha University research grant.
2055-6225
DOI 10.1108/JSTP-10-2022-0235 The authors declare that they have no conflicts of interest.
Wang and Wang, 2020; Yang and Lau, 2019). Burnout and stress from work have accelerated FLE’s
during the COVID-19 pandemic owing to changes in work practices (Nijland et al., 2021; relaxation and
Sanghera et al., 2020). Long-term exposure to this burnout syndrome leads to emotional
detachment, withdrawal from work and chronic mental and physical disorders, inevitably
extra-role
resulting in decreased service quality (Demerouti et al., 2009). service behavior
The core challenge for FLEs is to sustain their ability to recover from stress caused by
repetitive, exhausting and demanding situations while striving to improve service quality.
Thus, it is crucial to lower their stress levels and restore mental and physical well-being daily 749
to prepare for the next day’s battle (Binnewies et al., 2010). Although the potential for recovery
exists in the workplace during brief respites such as microbreaks (Trougakos et al., 2008), the
majority of recovery has been reported to occur during nonwork hours, specifically evenings
or weekends (Sonnentag et al., 2022). Hence, it is important for FLEs to initiate the recovery
process from home after a day’s work (Tuan, 2021). Without daily restoration from home, it
can be challenging to achieve competitive service quality, as this often requires FLEs to
surpass above and beyond their job duties to fulfill customer needs. Thus, our study aims to
identify a mechanism that facilitates FLEs’ daily recovery, eventually leading to exceptional
service behaviors. We specifically focused on the role of overnight relaxation that may
initiate the recovery process from home (Demerouti et al., 2009).
Relaxation is a deliberate process that focuses on reducing physical arousal and effort to
achieve a state of calmness and tranquility (Binnewies et al., 2010). Deliberately selected
activities such as meditation, hot baths and gentle strolls can promote relaxation (Sonnentag
and Fritz, 2007) which decreases negative affect and fatigue while increasing emotional
resources, serenity and positive affect (Demerouti et al., 2009; Sonnentag et al., 2008). As a
result, it helps individuals return to pre-stressor states and prevents job stress from
progressing to chronic illnesses (Sonnentag and Fritz, 2007). The benefits of relaxation have
significant ramifications for the overall well-being of FLEs, who frequently deal with
constant emotional burdens, demanding customer service and mistreatment (Baumeister
et al., 1998; Hochschild, 1983; Lilius, 2012). Recently, Demerouti and Bakker (2023) found that
relaxation outcomes are particularly significant for managing FLEs’ work environments
amid crises, such as the COVID-19 pandemic because individual resources increase work
motivation and reduce psychological distress.
Traditionally, the significance of relaxation has been discussed in the context where job
demands no longer exist so that employees can focus on relaxation in non-work time
(Demerouti et al., 2009; Hur et al., 2020; Sonnentag et al., 2008). This relaxation is called
evening, overnight, or off-work relaxation because it starts after work and lasts until work
resumes the next day. Although some studies have dealt with short breaks involving
relaxation during work hours (Yue et al., 2021), our research focuses on relaxation that occurs
overnight at home, to isolate the relaxation period from work settings and working hours.
Despite the continued research interest in the role of relaxation in promoting the well-
being of FLEs, we identified three important gaps in the service literature. First, the extent to
which relaxation helps FLEs engage in exceptional service behaviors beyond their job duties
(i.e. extra-role service behavior (ERSB)) has been underexplored. According to Hur et al.
(2020), relaxation leads FLEs to engage in a more effective emotional labor strategy: more
deep acting and less surface acting, resulting in better service outcomes. However,
exceptional services that exceed customer expectations often necessitate extra efforts, such
as “going extra miles.” This concept has gained popularity as competition in the service
industry has intensified (Seger-Guttmann and Medler-Liraz, 2020; Sun and Pang, 2017; Wang
et al., 2020). Hence, it is meaningful and timely to investigate whether relaxation can prompt
FLEs to exhibit outstanding service behaviors that surpass their regular job duties (i.e.
ERSB). To fill this gap, we draw on the conservation of resources (COR) (Hobfoll, 1989) and
ego depletion theories (Baumeister, 2002, 2003) and postulate that FLEs’ dedication to ERSBs
JSTP hinges on the availability of regulatory resources and how they allocate them. More
33,6 specifically, we propose that overnight relaxation contributes to the recovery of these
resources depleted during work, enabling FLEs to have sufficient resources to engage in
ERSBs the next day. In this process, it is essential that relaxation experiences reach the state
of recovery the next day to the point that FLEs feel replenished and regain strength and vigor,
indicating sufficient input for ERSBs (Sonnentag et al., 2008). Therefore, this study aims to
examine the relationship between overnight relaxation experiences and next-day ERSBs via
750 the state of recovery the next morning.
Second, another gap in the service literature concerns the insufficient investigation into
the influence of the family–work interface on relaxation experiences and service performance
(Allen et al., 2020; Wang et al., 2021a). Considering the recent integration of family and work
driven by new working practices and advanced communication technologies during the
pandemic, addressing this gap is crucial. These emerging trends foster greater permeability
between work and home, which increases the possibility of conflict between the two
(Demerouti and Bakker, 2023). Specifically, work can interfere with family (i.e. work–family
conflict, WFC), or family can interfere with work (i.e. family–work conflict, FWC). Extant
research has demonstrated that WFC and/or FWC are associated with stress, burnout and
decreased performance (Amstad and Semmer, 2009; Chan and Wan, 2012). However, there is
a limited understanding of how the interface between family and work influences resource
recovery and the ESRBs of FLEs (Tortorella et al., 2021). Accordingly, this study explores the
moderating roles of WFC in the relationship between overnight relaxation and the next
morning recovery state, as well as FWC in the recovery state–ERSB relationship.
Third, there is a lack of research investigating how FLEs manage different types of
ERSBs over the course of daily performance: customer-directed ERSB (C-ERSB) and
coworker-directed ERSB (CW-ERSB). Although both forms of ERSBs have been linked to
improved FLE performance (Rapp et al., 2013; Van der Borgh et al., 2019), maintaining a
balance between the two can be challenging because dedicating time to coworkers may result
in less time being available for customers. Moreover, in service settings, knowledge regarding
how FLEs’ depleted resources may influence the pattern of the (im)balance between C-ERSBs
and CW-ERSBs (i.e. whether one form of ERSB is prioritized over the other) is scant. By
studying both types of ERSBs and revealing the underlying mechanism of the (im)balance
between them, this study contributes to a more nuanced understanding of conditions that
promote different types of ERSBs.
In this research, we opted for an episodic sampling method to reflect the dynamic and
momentary nature of off-work relaxation experiences and service interactions during work
(French and Allen, 2020; Groth et al., 2019). This method allows us to track changes in FLEs’
recovery states and ERSBs according to their resource levels.
Theoretical framework
Relaxation from a resource perspective
Relaxation refers to a deliberate process aimed at reducing physical activation and exertion to
reach a state of calmness and serenity (Sonnentag and Fritz, 2007). Relaxation tends to result
from deliberately chosen activities, such as meditation, hot baths, listening to music,
breathing exercises and light walks. These low-effort, low-activation activities provide rest
for the brain, mind and body instead of posing demands on one’s psycho-physiological
system. The primary objectives of relaxation experiences are to decrease mental and physical
activation while promoting positive affect and serenity. In these ways, overnight relaxation
can prevent prolonged activation caused by work stress, thus diminishing the likelihood of
stress turning into illness. Moreover, relaxation can undo the negative impact of stressful
events on the body and mind by inducing positive affect (Sonnentag and Fritz, 2007). As such,
relaxation enhances psycho-physiological well-being by boosting positive affect, sleep FLE’s
quality and life satisfaction while reducing stress, fatigue, tension and negative affect relaxation and
(Demerouti et al., 2009; Steed et al., 2021). The ultimate goal of relaxation is to return to one’s
pre-stressor state and replenish mental and physical resources such as vigor and energy.
extra-role
The importance of overnight relaxation is heightened for FLEs, as their job nature service behavior
necessitates intensive emotion regulation during service encounters, leading to extensive
resource depletion (Ashforth and Humphrey, 1993; Hochschild, 1983; Hur et al., 2020; Zhang
et al., 2022). The COR theory posits that perceived and actual resource depletion is closely 751
related to stress and burnout experiences (Hobfoll, 1989). If not restored, such resource
deficiencies can result in further stress, burnout and work withdrawal (Bani-Melhem, 2020;
Demerouti et al., 2001; Hobfoll, 1989). While COR theory provides insight into how FLEs’
resource depletion may lead to negative psychological and behavioral outcomes, the ego
depletion theory (Baumeister, 2002, 2003) illustrates why FLEs’ resources tend to deplete
quickly by focusing on regulatory resources.
According to ego depletion theory, an individual’s regulatory resources are limited and
require recharging. Thus, if an individual consumes enough energy and strength on a task at
hand, it impairs subsequent tasks due to limited regulatory resources (Baumeister, 2002).
Consequently, the more one engages in self-regulation (e.g. emotion regulation), the quicker
the resources are depleted (Baumeister, 2002, 2003). During ego depletion, an individual
concentrates on essential work (e.g. job duties, in-role behavior, obligations) to conserve
regulatory resources and withdraws resources from less essential tasks (e.g. extra-role
behavior) (Baumeister, 2002). Given that FLEs constantly need to engage in self-regulation
(emotional labor) to serve customers, resulting in substantial consumption of regulatory
resources, it is vital to replenish these resources daily to provide exceptional customer service
beyond their duties (Ashforth and Humphrey, 1993). Taken together, both theories suggest
that overnight relaxation can be crucial for FLEs to deliver high-quality customer service the
following day.
Extra-role service behavior (ERSB)

ERSB is a discretionary behavior that surpasses job requirements to enhance service
performance and exceed customer expectations (Bettencourt and Brown, 1997). FLEs
commonly encounter situations where their prescribed roles fall short of addressing
customers’ issues or needs, leading them to go beyond their job responsibilities to satisfy
customers. Thus, a primary driver of FLEs’ ERSB is to enhance customer experience during
service interactions and boost an organization’s market-driven capabilities (Bettencourt and
Brown, 2003).
ERSB focuses on elevating overall customer satisfaction through exceptional customer
assistance (C-ERSB) and prosocial behavior toward peer employees (CW-ERSB) involved in
the service delivery process (Bettencourt and Brown, 1997; Jin et al., 2021). The C-ERSB is
prosocial behavior that exceeds an organization’s formal job requirements toward customers
to enhance service performance (Bettencourt and Brown, 1997). As a result, C-ERSB improves
customer satisfaction, loyalty (Castro et al., 2004; Yi and Gong, 2008), customer-FLE
identification, customer-firm identification (Chan et al., 2017), customer citizenship behavior
(Yi and Gong, 2008), service quality perception (Rafaeli et al., 2008; Huang and Brown, 2016),
purchase intent (Netemeyer et al., 2005) and sales performance (Schneider et al., 2005). The
CW-ERSB involves prosocial behavior that assists peer employees in delivering outstanding
customer service (Bettencourt and Brown, 1997). Service provision often requires integrative
team efforts, interdepartmental coordination and adaptable problem-solving (Podsakoff et al.,
2000; Van der Borgh et al., 2019). By sharing best practices with coworkers, FLEs can more
effectively address customer requests and swiftly adapt to external emergencies, resulting in
JSTP greater overall service value (Jin et al., 2021). Thus, CW-ERSB nurtures good soldiers in
33,6 providing customer assistance and satisfaction (Ma et al., 2021).
Both C-ERSB and CW-ERSB are essential for FLEs to deliver exceptional service
efficiently. When FLEs underperform in C-ERSB, they fail to fulfill or surpass customer
expectations or enhance customer experiences (Shin et al., 2017). Likewise, when FLEs
underperform in CW-ERSB, they are less able to share improved techniques and skills for
seamless service delivery (Van der Borgh et al., 2019). The combination of C-ERSB and CW-
752 ERSB has significant implications for service settings (Bettencourt and Brown, 2003). FLEs
serve as representatives, shaping customer perceptions of a firm’s image and its commitment
to customer orientation through their ERSBs. Moreover, as boundary spanners, FLEs
understand customers’ evolving needs and how to meet them. Therefore, customer
satisfaction and loyalty largely depend on FLEs’ passionate and strong engagement,
which often entails going beyond their job duties and exhibiting ERSBs. Consequently, FLEs’
C-ERSB and CW-ERSB are considered crucial elements of customer-centric services (Van der
Borgh et al., 2019).
Hypotheses
Relationship between relaxation and recovery
According to the COR and ego depletion theories, the state in which resources are
successfully restored after a period of rest is defined as a state of recovery, leading individuals
to feel replenished (Hobfoll and Shirom, 2001). During rest periods, individuals can recharge
physical and mental resources such as energy, attentive focus, self-esteem and a sense of
purpose. A daily recovery process (i.e. relaxation) typically occurs between the end of a
workday and the beginning of the next day (Chawla et al., 2020; Demerouti et al., 2009; Parker
et al., 2020). For FLEs to reach a state of recovery, it is crucial to regain regulatory resources
before the next day commences (Hur et al., 2020).
Relaxation is regarded as a critical antecedent for the restoration of regulatory resources.
Activities most conducive to the recharging of regulatory resources are generally those that
allow regulatory functions to rest without demanding significant self-control, such as making
choices, taking responsibility, initiating or inhibiting behaviors, formulating action plans and
executing them (Baumeister, 2002; Lilius, 2012). Relaxation, which requires less effort and
reduces the activation of functional systems, has been found most effective in restoring
regulatory resources for FLEs (Hur et al., 2020; Oerlemans et al., 2014). Furthermore, non-
taxing and pleasurable experience of relaxation fosters physical and mental rest, boosts
energy levels (Parker et al., 2020; Sonnentag and Fritz, 2007), and diminishes FLEs’ lingering
negative emotions following adverse interactions with customers (Hur et al., 2020). Given the
importance of regulatory resource recovery for FLEs due to their job nature, our study
focuses on relaxation as a key predictor of recovery.
Relationship between recovery and ERSBs

Recovery has been associated with reduced burnout and exhaustion (Beal et al., 2005) and
increased work engagement and proactive behaviors (Binnewies et al., 2009). These findings
indicate that recovery is not only related to fulfilling job requirements but also to going the
extra mile through active work engagement and proactive attitudes (Bani-Melhem, 2020;
Cheng and Chen, 2017).
One explanation for the link between recovery and ERSBs is based on a dynamic
performance model (Beal et al., 2005). As job performance is a joint function of resource levels
and allocation (Binnewies et al., 2009), resources restored through recovery can be converted
into sufficient inputs that enable FLEs to engage in ERSBs. Secondly, per COR theory
(Hobfoll, 1989), individuals with ample resources are more likely to invest those resources in FLE’s
helping others at work, such as customers and coworkers (Tu et al., 2021). This investment relaxation and
aims to create more available resources for future use, thereby transforming a resource-
threatening environment into a resource reservoir. Finally, per ego depletion theory
extra-role
(Baumeister et al., 1998), when individuals suffer from limited regulatory resources such as service behavior
energy or strength, their depleted self is less capable of performing tasks that require self-
regulation until resources are recharged. Consequently, individuals only carry out essential
and inevitable tasks until their resources are fully restored (Muraven et al., 2019). Thus, if 753
FLEs have not fully recovered from the previous day’s resource depletion, they are less likely
to engage in ERSBs. We propose that recovery promotes both C-ERSB and CW-ERSB.
Mediating effect of recovery on the relationship between relaxation and ERSBs

Service encounters require intense self-regulation, which can drain mental and physical
resources (Hur et al., 2020). Past research has shown that restoring depleted regulatory
resources during non-work hours and returning to pre-stressor levels are strong predictors of
daily performance (Binnewies et al., 2009; Lilius, 2012). Through relaxation, FLEs may reach
a state of recovery in which regulatory resources are successfully restored, enabling them to
engage in both C-ERSB and CW-ERSB.
H1. The next-morning recovery state mediates the positive relationship between
overnight relaxation and next-day C-ERSB.
H2. The next-morning recovery state mediates the positive relationship between
overnight relaxation and next-day CW-ERSB.
Moderating effect of work–family conflict (WFC) on the relationship between relaxation and
recovery
Under optimal circumstances, regulatory resources are expected to be fully restored through
overnight relaxation in preparation for the next workday. However, relaxation experiences
can be disrupted primarily by an incomplete shutdown from work, such as extended work
demands or newly introduced work-related stressors (Geurts and Sonnentag, 2006). In such
cases, the following workday may begin with insufficient resources, leading to low-quality
service performance (Demerouti et al., 2009). These disturbances during off-work hours are
referred to as WFC (French and Allen, 2020).
The conflict between work and family arises when an individual perceives the demands of
work and family to be incompatible, and the direction can be either work interfering with
family (WFC) or family interfering with work (FWC) (French and Allen, 2020; Rubenstein
et al., 2020). Although both WFC and FWC create conflicts at the family–work interface, they
are distinct constructs with different directions of impacts, antecedents, outcomes and
potential moderators. For example, unfinished work affects family life (WFC), while childcare
affects work life (FWC). Furthermore, different locations where conflicts occur lead to
different outcomes, such as a negative relationship with a spouse for WFC and decreased
work performance for FWC. Finally, distinctions in the directions and locations of conflict
result in different potential moderators, such as the number of children for WFC and
leadership style for FWC (Amstad et al., 2011). Since our study focuses on the role of the
family–work interface in explaining FLEs’ service performance, it is essential to incorporate
these separate constructs in the current research (Allen et al., 2021).
In the case of WFC, work interferes with family life due to work demands spilling over into
off-work hours or sustained work-related activation. Hughes and Galinsky (1994) discovered
that overwork and lingering work pressures increased tension and negative interactions with
family members, suggesting that negative spillover from work disrupted relaxation at home.
JSTP To fully recover from a mentally and physically drained state, employees must shift their
33,6 mental gears from work to off-work (Lilius, 2012). Otherwise, lingering activation and
tensions from work may disrupt overnight relaxation, thus preventing FLEs from reaching a
state of recovery (Allen et al., 2020; Wang et al., 2021a). Hence, we hypothesize as follows:
H3. The positive effect of overnight relaxation on the next-morning recovery state is
stronger (weaker) under low (high) overnight WFC.
754
Moderating effect of family–work conflict (FWC) on the relationship between recovery
and ERSBs
While WFC interferes with the recovery process during off-work hours, FWC may influence
the allocation of resources and the rate of depletion during work. Although performance is a
joint function of resource levels and allocation, the degree of resource allocation towards the
task at hand (i.e. the latter) becomes increasingly crucial over time for attaining high
performance (Beal et al., 2005). Hence, if FLEs encounter incompatible demands between
family and work, they may have difficulty in allocating a desirable level of resources to tasks
due to distractions. Consequently, they may be less attentive towards assisting customers
and coworkers (Binnewies et al., 2009; Karatepe and Karadas, 2016).
Ego depletion theory offers further insight into the process of resource depletion and its
connection with resource allocation (Baumeister et al., 1998). In situations involving incompatible
roles and distractions such as FWC, FLEs need to exert compensatory efforts towards self-
regulation (Baumeister et al., 1998; Schaufeli and Bakker, 2004) to maintain focus on their tasks.
This forced regulation leads to a faster depletion of regulatory resources than is normal, as FLEs
experience additional cognitive and emotional pressure in addition to their existing work
demands (Muraven et al., 2019). This rapid depletion of resources hinders FLEs from
demonstrating ERSBs beyond their job requirements (Netemeyer et al., 2005; Wu et al., 2020).
A series of experimental studies by Baumeister (2002, 2003) illustrated that resource-depleted
subjects struggled to maintain self-regulation for another task, while selectively allocating their
scarce resources to more essential tasks by withdrawing resources from less essential ones.
Based on these findings, under FWC, FLEs are expected to prioritize the required role-prescribed
services rather than providing ERSBs because of rapid resource drainage.
H4. The positive effect of next-morning recovery state on next-day C-ERSB is stronger
(weaker) under low (high) FWC during work.
H5. The positive effect of next-morning recovery state on next-day CW-ERSB is stronger
(weaker) under low (high) FWC during work.
Methods
Sample and procedure
FLEs were recruited from an online survey platform in South Korea. Data obtained from such
platforms (e.g. MTurk) have been found to be of similar quality to traditional samples and
even more diverse (see meta-analytic evidence by Walter et al., 2019; Miller et al., 2017). In
three studies by Daly and Nataraajan (2015), data gathered using MTurk showed minimal
non-response bias, making it a reliable and cost-effective data collection tool. Upon
registration, the platform users reported their current occupations, and based on this
information, we emailed research invitations to non-managerial FLEs who had worked full-
time in their current positions for over a year. This one-year criterion ensured that the FLEs
had been on the job sufficiently long to experience FWC and WFC. Furthermore, only FLEs
who followed a standard work schedule (five days per week with fairly typical work hours)
and used smartphones at work were permitted to participate in the mobile survey.
Consistent with prior research on relaxation (Hur and Shin, 2022; Hur et al., 2020), we FLE’s
employed the experience sampling method (ESM), which allows repeated measurement of relaxation and
focal variables across consecutive working days. This design offers two key methodological
advantages. First, it addresses the gap in the service literature that has primarily focused on
extra-role
between-FLE differences, overlooking potential short-term fluctuations in employees’ service behavior
feelings (e.g. relaxation, FWC and WFC) and behaviors (e.g. C-ERSB and CW-ERSB) (Park
et al., 2020; Yu et al., 2020). By using ESM and a longitudinal design, the current study
investigated within-individual relationships among the variables, contributing to the still 755
sparse research on fluctuations in FLEs’ feelings and action intentions in the service industry.
Second, the use of ESM for data collection ensures ecological validity of the study and
minimizes the risk of retrospective bias, addressing the call for a longitudinal design to
uncover causal relationships among relaxation, morning recovery state, C-ERSB and
CW-ERSB.
A total of 311 FLEs from various service organizations (e.g. financial, hospitality, food and
beverage and retail sectors) in South Korea participated in the survey. We informed
participants that this study was for “starting a workday.” Two weeks after completing an
initial background survey (e.g. demographics), participants filled out two online surveys
daily for five consecutive days. This method enhances internal validity and reduces the
possible drawbacks of common method bias (Podsakoff et al., 2012). Specifically, mobile web
links were sent for morning (before work) and evening (after work) surveys, which were
completed before and at the end of each workday, respectively (Schreurs et al., 2014; Scott and
Barnes, 2011; Van Gelderen et al., 2017). Participants who submitted all surveys received a
gift card equivalent to US$30.
Of the 311 participants, 185 completed both morning and evening surveys. Among
these, 50 completed surveys for fewer than three days: 34 (one day) and 16 (two days).
Based on previous within-subject studies (Schilpzand et al., 2018), only data from
participants who responded for more than three days (n 5 135) were retained for
analysis to minimize missing data and maximize statistical power. Researchers
recommend a minimum sample size of 60 participants with a minimum of five days’
participation for adequate statistical power (power > 0.8) for the analysis of within-
person relationships (Shi et al., 2020). Our sample size (N5days 5 112, N4days 5 7 and
N3days 5 16) fulfilled this requirement. Finally, the data collected from 135 participants
were analyzed, which included 636 out of a possible 675 days (135 participants 3 5 days)
with a 94.2% response rate and an average of 4.7 days per participant. The following are
average demographics of participants (Table 1): female (59.3%), age (37.37, SD 5 8.82),
organizational tenure (5.75, SD 5 4.92), educational levels (high school 5 13.3%, two-
year vocational college 5 16.3%, four-year university 5 65.9% and graduate
school 5 4.4%). Participants completed the before-work survey between 7:00 and
11:00 and the after-work survey between 19:00 and 23:59.
Measures
Similar to prior diary method surveys, we employed abbreviated versions of scales to lower
participants’ burdens to complete daily surveys (Beal and Weiss, 2003; Nicholson and Griffin,
2015; Volmer et al., 2012). All variables were measured using a five-point Likert scale ranging
from strongly disagree (1) to strongly agree (5).
Overnight relaxation (morning survey). To assess the degree of relaxation during the
previous evening, we used four questions (α 5 0.96) from Sonnentag et al.’s (2008) relaxation
survey. We adjusted the original questions to denote the extent of relaxation the previous
evening, such as “Yesterday after work, I kicked back and relaxed” and “Yesterday after
work, I took time for leisure.”
JSTP Category Sample
33,6 Variable (N 5 135)
Gender Female 80 (59.3%)

Male 55 (40.7%)
Age 21–29 years 36 (26.7%)
30–39 years 42 (31.1%)
756 40–49 years 42 (31.1%)
50 years and above 15 (11.1%)
Job tenure Less than 3 years 41 (30.4%)
3 to less than 5 years 32 (23.7%)
5 to less than 10 years 39 (28.9%)
Over 10 years 23 (17.0%)
Education High school 18 (13.3%)
Two-year vocational college 22 (16.3%)
Four-year university 89 (65.9%)
Graduate school 6 (4.4%)
Industry Retail 62 (45.9%)
Table 1. Banking and financial services 51 (37.8%)
Demographic Food and beverages 14 (10.4%)
characteristics of the Hospitality and tourism 8 (5.9%)
participants Source(s): Authors own
Overnight work–family conflict (morning survey). The participants rated their level of
WFC during the previous evening using a three-item scale (α 5 0.93) from Netemeyer et al.
(1996), such as “Yesterday, the amount of time my job took up made it difficult to fulfill family
responsibilities” and “Yesterday, the demands of my work interfered with my home and
family life.”
Next-morning recovery state (morning survey). The participants indicated their level of
next-morning recovery state with four items (α 5 0.93) from the Morning Recovery State
Scale (Binnewies et al., 2009), which included the statements “This morning, I feel well rested”
and “This morning, I feel mentally recovered.”
CW-ERSB during work (evening survey). Participants rated their CW-ERSB with four
questions (α 5 0.94) administered by Van Dyne and LePine’s (1998) helping behavior survey,
for example, “Today, I assisted coworkers in this team with their work for the benefit of the
group” and “Today, I helped coworkers in the team learn about the work.”
C-ERSB during work (evening survey). For C-ERSB, we adopted three questions (α 5 0.91)
from Yue et al.’s (2017) customer helping behavior scale (e.g. “Today, I voluntarily assisted
customers even if it meant going beyond job requirements” and “Today, I helped customers
with problems beyond what was expected or required”).
Family–work conflict during work (evening survey). To assess the level of FWC during
work, we used the four-item (α 5 0.93) work–family interface scale by Netemeyer et al. (1996),
which included “Today, I had to put off doing things at work because of demands on my time
at home” and “Today, family-related strain interfered with my ability to perform job-related
duties.”
Control variables. To avoid confounding effects on the within-person analysis, we
controlled daily affect (positive and negative affect) that possibly could contaminate the
causal relationships in our model (Hox, 2002). We used daily affect as a baseline while
analyzing the hypotheses, as previous research has indicated potential confounding effects of
daily affect on morning recovery state (Park and Kim, 2019), C-ERSB (Yue et al., 2017) and
CW-ERSB (Shin and Hur, 2019). Participants rated their morning positive and negative affect
using six questions from the short form of the international positive and negative affect FLE’s
schedule (Thompson, 2007) (positive affect: inspired, attentive and determined; α 5 0.88; relaxation and
negative affect: upset, nervous and ashamed; α 5 0.92).
extra-role
service behavior
Analytic strategy
Our analysis involved the nesting of day-level data within each FLE. To account for the non-
independence of endogenous variables, we employed random coefficient modeling (i.e. 757
multilevel path modeling) using M-plus 8.5 (Muthen and Muthen, 1998/2017), consistent with
previous service studies (Curșeu et al., 2022; Seger-Guttmann and Medler-Liraz, 2020; Tan
et al., 2020; Yue et al., 2021). Prior to analyzing the hypotheses, the intraclass correlation
coefficient (ICC(1)) was defined for each variable to determine the proportion of variance
attributed to each level of analysis. The ICC(1) represents the variance explained by within-
person variations. Since all constructs had ICC(1) values greater than 0.25 (low: 0.01;
moderate: 0.10; large: 0.25; LeBreton and Senter, 2008), we proceeded with multilevel path
modeling (Table 2) as recommended by Dyer et al. (2005). All exogenous variables were
person-mean-centered for the multilevel analyses. We used a maximum likelihood estimator
to correct standard errors in all regressions and a full-information maximum likelihood to
estimate missing data. To clear biased indirect effects in our hypothesis analysis, we used an
unconflated multilevel modeling structure (Preacher et al., 2010; Zhang et al., 2009). We tested
the mediation and moderated mediation effects by conducting bootstrapping analysis based
on the Monte Carlo method, which is well known for its robust estimations of indirect effects
(Preacher et al., 2010).
Results
Table 1 presents the means, standard deviations and inter-correlations of all variables in the
model. The average reliability coefficients for all measurements indicated acceptable
reliability (ranging between 0.88 and 0.94) (Nunnally, 1978). To define the convergent and
discriminant validity of the measurements, we administered a multilevel confirmatory factor
analysis, and the results demonstrated that our proposed model exhibited a good fit to the
data (χ 2(322) 5 723.45, p < 0.05, comparative fit index 5 0.95, Tucker–Lewis index 5 0.94, root
mean square error of approximation 5 0.04 and standardized root mean square residual
within 5 0.05). All indicators fell within the acceptable range for convergent validity, with
composite reliability estimates ranging from 0.81 to 0.92 (Table 2).
Hypothesis testing
Hypotheses 1 and 2 posited that the next-morning recovery state mediates the relationship
between overnight relaxation and next-day C-ERSB and CW-ERSB, respectively. We
estimated these effects by constructing a multilevel mediation model (Preacher et al., 2010).
After controlling for baseline affect, we verified the mediation effect of the next-morning
recovery state for Hypotheses 1 and 2, revealing that overnight relaxation had a significant
indirect effect on next-day C-ERSB (b 5 0.020, 95% CI 5 [0.001, 0.042]) and CW-ERSB
(b 5 0.024, 95% CI 5 [0.008, 0.043]) through the next-morning recovery state.
Hypothesis 3 proposed a two-way interaction effect between overnight relaxation and
overnight WFC on the next-morning recovery state, suggesting that the positive effect of
overnight relaxation on the next-morning recovery state weakens under high WFC. In
support of the hypothesis, the two-way interaction effect was statistically significant (b 5
0.14, p < 0.05) (Table 3). A follow-up simple slope analysis (plotting simple slopes at ±1 SD of
the moderator) demonstrated that the positive association between overnight relaxation and
the next-morning recovery state was stronger for FLEs reporting low to average overnight
33,6
758
JSTP
Table 2.
and correlations
Descriptive statistics
Variables Mean SD ICC(1) 1 2 3 4 5 6 7 8
** ** ** **
1. Positive affect (morning) 2.34 0.87 0.63 (0.88) 0.01 0.18 0.04 0.47 0.16 0.23 0.01
2. Negative affect (morning) 2.04 0.97 0.67 0.01 (0.92) 0.26** 0.38** 0.42** 0.09* 0.02 0.36**
3. Overnight relaxation (morning) 3.39 0.90 0.52 0.20* 0.33** (0.96) 0.28** 0.34** 0.15** 0.02 0.37**
4. Overnight WFC (morning) 2.70 0.96 0.64 0.04 0.49** 0.35** (0.93) 0.38** 0.05 0.01 0.44**
5. Next-morning recovery state (morning) 3.02 0.82 0.61 0.59** 0.51** 0.47** 0.37** (0.93) 0.25** 0.20** 0.20**
6. Coworker-directed ERSB (evening) 3.46 0.74 0.59 0.18* 0.09 0.18* 0.10 0.30** (0.94) 0.42** 0.10*
7. Customer-directed ERSB (evening) 3.07 0.79 0.51 0.34** 0.06 0.08 0.00 0.28** 0.55** (0.91) 0.11*
8. FWC during work (evening) 2.32 0.88 0.68 0.04 0.45** 0.52** 0.60** 0.21* 0.11 0.14 (0.93)
Within-person variance – – – 0.29 0.31 0.39 0.33 0.27 0.22 0.30 0.25
Between-person variance – – – 0.50 0.63 0.43 0.58 0.42 0.32 0.32 0.54
Composite reliability – – – 0.81 0.86 0.92 0.88 0.88 0.87 0.83 0.87
Average variance extracted 0.59 0.68 0.74 0.71 0.64 0.63 0.62 0.64
Note(s): The average reliability (α) across days is shown along the diagonal in italic. The correlations above the diagonal represent within-person correlations (computed
using individuals’ aggregated scores: N 5 636), and the correlations below the diagonal represent between-person correlations (computed using individuals’ aggregated
scores: N 5 135). WFC 5 work–family conflict. FWC 5 family–work conflict. ERSB 5 extra-role service behavior. *p < 0.05, **p < 0.01 (two-tailed)
Source(s): Authors own
Next-morning Coworker- Customer-
FLE’s
recovery state directed ERSB directed ERSB relaxation and
Variables b(SE) b(SE) b(SE) extra-role
Positive affect 0.17(0.04)** 0.02(0.04) 0.01(0.04) service behavior
Negative affect 0.12(0.04)** 0.02(0.04) 0.01(0.05)
Overnight relaxation 0.16(0.04)** 0.02(0.04) 0.10(0.04)*
Overnight WFC 0.09(0.04)* 759
Overnight relaxation 3 0.14(0.07)*
overnight WFC
Next-morning recovery state 0.12(0.04)** 0.09(0.05)y
FWC during work 0.35(0.17)* 0.39(0.20)y
Next-morning recovery state 3 0.12(0.06)* 0.11(0.06)y
FWC during work
Within-person residual variance 0.24 0.22 0.30
Between-person variance 0.41 0.30 0.30
Within-person R2 9.9% 2.8% 2.0%
Hypothesized relationships b Results
H1: Overnight relaxation → next-morning recovery state → customer-directed ERSB 0.020 Accept
H2: Overnight relaxation → next-morning recovery state → coworker-directed ERSB 0.024 Accept
H3: Overnight relaxation 3 overnight WFC → next-morning recovery state 0.14 Accept
H4: Next-morning recovery state 3 FWC during work → customer-directed ERSB 0.11 Reject
H5: Next-morning recovery state 3 FWC during work → coworker-directed ERSB 0.12 Accept Table 3.
Note(s): Unstandardized coefficients are reported. WFC 5 work–family conflict. FWC 5 family–work Estimation of path
conflict. ERSB 5 extra-role service behavior. yp < 0.10, *p < 0.05, **p < 0.01 (two-tailed) coefficients for the
Source(s): Authors own hypothesized model
WFC levels (low: b 5 0.30, p < 0.01; average: b 5 0.16, p < 0.01). In contrast, the relationship
between overnight relaxation and the next-morning recovery state was insignificant for
FLEs experiencing high levels of overnight WFC (high: b 5 0.02, p > 0.05), thus supporting
Hypothesis 3 (Figure 1).
Hypotheses 4 and 5 predicted that FWC during work would mitigate the positive effect of the
next-morning recovery state on next-day C-ERSB and CW-ERSB, respectively. The results
indicated that the effect of the next-morning recovery state on next-day C-ERSB was not
moderated by FWC with significance (b 5 0.11, p 5 0.098), leading to the rejection of
Hypothesis 4. On the other hand, the positive effect of the next-morning recovery state on next-
day CW-ERSB was diminished by FWC (b 5 0.12, p < 0.05) (see Table 2). As depicted in
Figure 2, the positive influence of the next-morning recovery state on next-day CW-ERSB was
not significant for average to high levels of FWC (average: b 5 0.09, p > 0.05; high: b 5 0.00,
p > 0.05). Conversely, when FWC during work was low, the positive impact of the next-morning
recovery state on next-day CW-ERSB was statistically significant (low: b 5 0.18, p < 0.05; see
Figure 2), which supports Hypothesis 5. The findings are summarized in Figure 3.
Post-hoc analyses
To check the robustness of our findings, we conducted a supplementary analysis using the
data. Based on the finding that FLEs’ daily job outcomes (e.g. job performance) positively
influenced evening relaxation (Hur et al., 2020), we assessed a reverse causality model in
which daily C-ERSB and CW-ERSB affected overnight relaxation, which in turn predicted the
next-morning recovery state. As shown in Figure 4, the indirect effects of daily CW-ERSB on
the next-morning recovery state through overnight relaxation were not significant (b 5 0.022,
95% CI 5 [–0.001, 0.057]). Only the indirect effects of daily C-ERSB on the next-morning
recovery state via overnight relaxation were significant (b 5 0.030, 95% CI 5 [0.002, 0.064]).
JSTP
33,6
760
Figure 1.
Moderation effect of
overnight relaxation
and overnight work–
family conflict on next-
morning recovery state
Figure 2.
Moderation effect of
next-morning recovery
state and family–work
conflict during work on
coworker-directed
extra-role service Note(s): *p < 0.05, Unstandardized coefficients are reported
behavior
We speculate that the positive emotions experienced by performing C-ERSB may have
created a pool of resources for dealing with stress (Diener et al., 2020; Hur et al., 2020),
potentially facilitating overnight relaxation. However, owing to the nonsignificant indirect
effects of daily CW-ERSB and the nonsignificant three interaction effects (i.e. C-ERSB3FWC,
CW-ERSB3FWC and overnight relaxation3WFC), we conclude that our proposed research
model is more viable than the reverse-causality model.
Discussion
The aim of our study was to investigate the relationship between FLEs’ overnight off-work
relaxation and different dimensions of ERSBs via the state of recovery in the morning.
Specifically, we focused on C-ERSB and CW-ERSB at work as indicators of exceptional
FLE’s
relaxation and
extra-role
service behavior
761
Note(s): †p < 0.10, *p < 0.05, **p < 0.01, Unstandardized coefficients are reported. For Figure 3.
parsimony, the control variables (morning positive and negative affect) are not included Results for the
in this figure proposed
research model
b = –0.08
Note(s): *p < 0.05, **p < 0.01. Unstandardized coefficients are reported. For parsimony,
the control variables (evening positive and negative affect) are not included in this figure Figure 4.
Source(s): Authors own Results for the
alternative model
JSTP service performance. Furthermore, we examined the moderating effect of family–work
33,6 interface on the relationships between overnight off-work relaxation, morning recovery state
and ERSBs.
Theoretical implications
This paper makes several contributions to the literature on relaxation, service performance
762 and family–work interface. First, our study is among the few that investigate the impact of
overnight relaxation on FLEs’ service performance. While earlier studies have mainly
focused on relaxation’s influence on employee well-being (Demerouti et al., 2009; Sonnentag
et al., 2008), the present study verifies a pathway through which overnight relaxation leads to
exceptional service performance in the form of C-ERSB and CW-ERSB. This study
emphasizes the importance of undisturbed relaxation for initiating next-day ERSBs. Drawing
on COR and ego depletion theories, we verified our assumption that engaging in both ERSBs
requires full strength of regulatory resources facilitated by complete recovery (Beal et al.,
2005; Wu et al., 2020). These findings expand our understanding of ways to elicit ERSBs in
service literature (Bettencourt and Brown, 1997; Podsakoff et al., 2000).
Second, our findings contribute to the literature on the family–work interface by
demonstrating that WFC and FWC are primary causes of hindrances in FLEs’ recovery and
outstanding service performance. This emphasizes the importance of the family–work
interface in service and family–work literature, considering the rise of flexible service
management and increased family–work interactions during work (e.g. traveling service
agents, work from home and advanced communication technologies). Organizations and
supervisors often underestimate the impact of the family–work interface on job performance,
despite its growing importance throughout the pandemic (Demerouti and Bakker, 2023).
Although flexible work practices can provide benefits such as cost reduction, increased
adaptability and lean staffing (Tortorella et al., 2021), neglecting the negative spillover
between work and family may lead service organizations to rely solely on FLEs’ prescribed
services (Tortorella et al., 2021; Wu et al., 2020).
Third, unlike previous research that has primarily focused on C-ERSB (for review, Van der
Borgh et al., 2019), the present study investigated FLEs’ engagement in both C-ERSB and CW-
ERSB, and identified how FLEs allocated resources to one over the other as they ran out of the
resources. According to Van der Borgh et al. (2019), the simultaneous performance of C-ERSB
and CW-ERSB allows FLEs to transform customer-oriented ideas into best service practices.
Our research is among the first to demonstrate how and why imbalances between C-ERSB and
CW-ERSB occur, revealing that FLEs experiencing FWC tend to reduce CW-ERSB more than
C-ERSB. This implies that resource depletion is the primary mechanism for imbalances in
ERSBs. We observed a significant decrease in the positive effect of next-morning recovery
state on next-day CW-ERSB, but not on C-ERSB. This indicates that FWC may cancel out the
recovery effect by depleting FLEs’ resources through distraction and compensatory effort.
Nevertheless, FLEs maintain their engagement in C-ERSB up to the next-morning recovery
state. This finding aligns with the ego depletion theory, which postulates that individuals do
not shut down entire regulatory functions (ERSBs) but prioritize more essential tasks
(C-ERSB) by withdrawing from less essential ones (CW-ERSB) when regulatory resources are
depleted (Baumeister, 2002, 2003). By revealing that FWC leads FLEs to withdraw from
CW-ERSB first, we identified FWC as a key cause of ERSB imbalances, a discovery not yet
made in the existing literature (Podsakoff et al., 2000) to the best of our knowledge.
Fourth, contrary to our prediction, FWC did not moderate the relationship between the state
of recovery and C-ERSB. Specifically, the effect of recovery state on C-ERSB was not influenced
by resource depletion as much as CW-ERSB. This suggests that research on ERSBs in the
service industry needs to incorporate role theory, as FLEs’ involvement in ERSBs may depend
on their role perceptions. Recent developments in service management suggest that FLEs might FLE’s
view C-ERSB as an in-role service behavior. Schepers and Van der Borgh (2020) contend that relaxation and
organizational value systems including work methods, training and reward systems, shape
FLEs’ perception of what is valued in the organization. In a highly competitive environment,
extra-role
service organizations generally implement work practices that set FLEs’ service roles above and service behavior
beyond their job descriptions (Wang et al., 2022). Consequently, FLEs may perceive C-ERSB as a
moral obligation to customers, consistently maintaining their engagement in C-ERSB regardless
of regulatory resource availability. Therefore, our research highlights the need for further 763
exploration of service environments that affect FLEs’ role perceptions.
An alternative explanation for the disparity in ERSBs is that C-ERSB can help replenish
FLEs’ mental resources (Chan et al., 2017; Wang et al., 2021b). As serving customers is a
fundamental aspect of their job, quality reciprocity with customers often helps FLEs view
their work as meaningful and resourceful, leading to a sense of self-fulfillment (Fisk and
Neville, 2011; Lee and Hwang, 2016). C-ERSB comes most naturally to FLEs as a primary
work behavior and may demand fewer resources than other types of ERSBs (Wang et al.,
2021b). Similarly, Ma et al. (2021) propose that quality reciprocity with customers is a vital
source of psychological resources; thus, FLEs tend to invest in their relationship with
customers by performing C-ERSB even when resources are scarce (Jones and Taylor, 2012).
These insights suggest that C-ERSBs are underpinned by distinct mechanisms and
motivations compared with other types of ERSBs (i.e. Podsakoff et al., 2000).
Practical implications
The current research has practical implications for attending to work practices. First, an
incomplete overnight off-work relaxation due to WFC was found to hinder C-ERSB and CW-
ERSB the next day. To ensure high-quality customer service, managers should be mindful
of—and eliminate—lingering work pressures or burdens that spill over into employees’
personal lives. Supervisors’ leadership can be crucial in directing FLEs to concentrate on
daily accomplishments instead of unfinished tasks or failures after work. Hur et al. (2020)
noted that incomplete tasks or perceived subpar performance are major factors that disrupt
the relaxation process and full recovery. By focusing on daily achievements, FLEs may
overcome lingering work pressure during overnight relaxation, leading to complete recovery.
Second, resource availability for FLEs has become increasingly important during the
pandemic as hostility toward FLEs in service environments has amplified, such as overwork,
safety/health-related hazards and altered work procedures, all of which contribute to
extensive burnout and mistreatment (Demerouti and Bakker, 2023). Consequently, many
service organizations have struggled with understaffing (Memon et al., 2021). In this context,
management cannot expect FLEs to engage in ERSBs for customer satisfaction (Demerouti
and Bakker, 2023). Therefore, organizations should raise awareness of the significance of
resource recovery by prioritizing FLEs’ well-being over organizational efficiency.
Third, we found that FLEs tend to forgo CW-ERSB when regulatory resources are
depleted due to FWC. CW-ERSB not only contributes to exceptional service quality but also
safeguards FLEs from extensive depletion of psycho-physiological resources through peer
support and team spirit. Coworker support expands the resource pool to replace or reinforce
one’s limited or drained resources (Hobfoll, 1989). Furthermore, such support directly aids in
coping with stress better and reduces work demands (Hu and Lin, 2021). With these benefits
of assistance and support, FLEs can enhance overall service quality even under stress.
According to Demerouti and Bakker (2023), during the pandemic, help and support from
coworkers can alleviate chronic resource depletion caused by unpleasant threats and changes
in the work environment. It is therefore critical for service organizations to monitor FLEs’
FWC levels and institute family-friendly practices to help FLEs achieve an optimal balance
JSTP between work and family (Wu et al., 2020). Our suggestion aligns with Tuan’s (2021) finding,
33,6 which established that increased family resilience augments the resources available to deal
with stressful work conditions during the pandemic.
Lastly, there has been a significant trend towards establishing service-oriented systems in
the service industry (Chan and Lam, 2011). These service-oriented high-performance work
systems (SHPWS) (Liao et al., 2009) can boost FLEs’ motivation and capabilities in delivering
exceptional customer service. Despite the advantages of SHPWS, however, practitioners in
764 the service industry should carefully monitor its impact on FLEs’ well-being, burnout and
work stress (Wang et al., 2022), as this system encourages FLEs to engage in C-ERSB
regardless of their resource availability.
Limitations and future research directions

Our research has several limitations, which point to potential avenues for future research.
First, our study centered on overnight off-work relaxation among various recovery processes
including psychological detachment (a mental withdrawal from work-related thoughts),
mastery (participation in challenging leisure activities that offer a sense of accomplishment)
and control (deciding how to utilize non-work hours) (Sonnentag and Fritz, 2007). While
relaxation has been suggested as the most potent recovery process for replenishing
regulatory resources (Lilius, 2012), further research should examine the effects of diverse
recovery experiences on FLEs’ ERSBs.
Second, past research has reported that even a brief work break can significantly improve
overall job performance (Sonnentag et al., 2022; Trougakos et al., 2008). For instance,
temporarily stepping away from work after encountering customer incivility allows FLEs to
immediately restore regulatory resources and prevents further emotional exhaustion and
burnout (Yue et al., 2021). For a more nuanced understanding of the dynamics between the
family–work interface and ERSBs, future studies need to explore whether the negative
impact of FWC on FLEs’ engagement in ERSBs can be reduced by the swift replenishment of
regulatory resources during work breaks.
Third, while the present study focused on ERSBs as major indicators of FLEs’ exceptional
service behavior, future research may consider in-role service behavior as well. The role
theory perspective contends that FLEs interpret their roles based on organizational norms
and value systems. Schepers and Van der Borgh (2020) suggest that, to better understand
how FLEs’ role processes and evaluations manifest in service behavior, it is recommended to
consider both in-role and extra-role service behaviors. By integrating resource perspective
theories and role theory, future studies may capture the dynamics of FLEs’ engagement in
service behaviors with limited regulatory resources.
Finally, future research should examine the individual consequences of ERSBs, such as
FLEs’ well-being. Previous research has mainly shown the effect of FLEs’ ERSBs on
organizational performance (Liao et al., 2009; Wang et al., 2022) and customer-related
outcomes (Castro et al., 2004; Chan et al., 2017). However, our understanding of how extensive
ERSBs impact FLEs’ stress, burnout or emotional exhaustion remains limited (Ma et al., 2021;
Wang et al., 2022). Further research is warranted to explore how FLEs’ role definitions
regarding C-ERSB and CW-ERSB shape their long-term well-being under a strong service-
oriented organizational culture.
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Corresponding author
Won-Moo Hur can be contacted at: wmhur@inha.ac.kr
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Extra-role service behavior (ERSB)

Relationship between recovery and ERSBs

Mediating effect of recovery on the relationship between relaxation and ERSBs

Gender Female 80 (59.3%)

Limitations and future research directions

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