Frontline employees continually face work-life conflict, which is detrimental to individual well-being and organizational effectiveness, making it a critical issue in the service industry. Guided by transactional stress theory, this study introduces self-concept clarity as a mediator and work-related rumination as a moderator to elucidate the mechanism and boundary conditions through which work-life conflict plays a role. A mixed-method approach was adopted. Study 1 utilized a qualitative research design through semi-structured interviews with frontline employees. Study 2 collected data from 231 employees via a questionnaire from different service sectors. The findings of study 1 indicate that a substantial proportion of employees experience work-life conflict, with particular concern arising from the disruptive impact of work encroaching upon personal life. This effect reduces self-concept and overall life experiences. Meanwhile, subjective cognitive processes, such as work rumination, can serve as a boundary moderating these adverse effects. Study 2 confirms that work-life conflict exerts a significant negative influence on subjective well-being, with self-concept clarity serving as a mediator. Furthermore, two types of work-related rumination differentially moderate the effect of work-life conflict on self-concept clarity. In view of the aforesaid findings, theoretical and managerial implications are discussed.
