| Summary: | 博士 === 中國文化大學 === 國際企業管理學系 === 106 === According to an investigative report by the National Development Council (Executive Yuan, ROC), Taiwan’s service industry has thrived as domestic living standards since the mid-1980s. By 2016, the service sector accounted for up to 63.15% of Taiwan’s GDP and 59.17% of total employment. These numbers show that the service industry has become Taiwan’s main economic activity and its major source of job creation. Retail chains are a crucial business and play a major role in the service industry. However, few studies have explored role conflict and job stress of front-line employees in the retail service sector. In an industrially and commercially developed society, employees often encounter role overload when working and providing services within a company while trying to meet efficiency requirements and project deadlines. Sometimes employees are bound by tight schedules or buried in work projects and are unable to meet certain deadlines. This can cause role conflict. Excessive role conflict in retail service businesses may result in front-line workers being unable to complete tasks assigned by the company, resulting in job stress for employees. Therefore, this study primarily focuses on front-line employees in the retail service sector to investigate the relationship between role conflict and job stress. It is in corporations’ interest to control and adjust employee workloads to prevent overload from causing extreme job stress, so that employees can successfully complete tasks assigned by the company, while at the same time it is important for employees to accomplish work objectives efficiently. Because of this, the impact of role conflict on job stress must be investigated. The objectives of this study are to investigate the relationship between role conflict and job stress in front-line workers in the retail service industry and to assess whether social support has a moderating effect on this particular relationship. In this study, 260 questionnaires were distributed toward workers who are also studying in a university’s extension program. A total of 224 valid questionnaires were used as research samples and hierarchical regression was adopted to test the hypothesis. The results indicate a significant positive correlation between role conflict and job stress in front-line employees in the retail service industry. Moreover, social support of front-line employees in retail service weakens the relationship between role conflict and job stress.
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