Collective job crafting and team service recovery performance: a moderated mediation mechanism

2017 ◽  
Vol 35 (5) ◽  
pp. 641-656 ◽  
Author(s):  
Tuan Trong Luu
Keyword(s):  
Data Analysis ◽  
Work Engagement ◽  
Structural Equation ◽  
Service Recovery ◽  
Team Work ◽  
Job Crafting ◽  
Equation Modeling ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance

Purpose The clinical team’s recovery performance for the failures in the patient care processes plays a crucial role in leveraging the healthcare service quality. The purpose of this paper is to investigate the relationship between collective job crafting and team service recovery performance via the mediation mechanism of team work engagement. Design/methodology/approach Clinicians including physicians and nurses from hospitals in Ho Chi Minh City of Vietnam were recruited as sources of data for the current study. Structural equation modeling was utilized to conduct the data analysis. Findings The data analysis demonstrated the role of team work engagement as a mediator for the positive link between collective job crafting and team service recovery performance. Serving culture was also found to have an interaction effect with collective job crafting in predicting team work engagement. Originality/value The current research extends service recovery research by examining service recovery performance at the team level as well as collective job crafting as its team-level antecedent.

Corporate social responsibility, ambidextrous leadership, and service excellence

2019 ◽  
Vol 37 (5) ◽  
pp. 580-594 ◽  
Author(s):  
Tuan Luu ◽  
Le Viet ◽  
Eryadi Masli ◽  
Diana Rajendran
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Service Recovery ◽  
Job Crafting ◽  
Equation Modeling ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Corporate Social ◽  
Ambidextrous Leadership

Purpose The purpose of this paper is to delve into the interactive effects of corporate social responsibility (CSR) and ambidextrous leadership on customer-oriented organizational citizenship behavior (customer-oriented OCB) and service recovery performance among tourism industry workers. Design/methodology/approach The authors collected data from participants working in tour companies based in Ho Chi Minh City, Vietnam. The associations among the constructs in the research model were tested through multilevel structural equation modeling. Findings Data analysis supported the positive links between CSR and customer-oriented OCB and service recovery performance. Customer-oriented job-crafting emerged as a mediator for such relationships. Ambidextrous leadership played a moderating role to attenuate the positive impacts of CSR on customer-oriented job crafting, customer-oriented OCB and service recovery performance. Originality/value The study extends the tourism management literature by linking CSR to customer-oriented OCB and service recovery performance among tourism employees via customer-oriented job crafting as a mediator and ambidextrous leadership as a moderator.

Charismatic leadership and public service recovery performance

2018 ◽  
Vol 36 (1) ◽  
pp. 108-123 ◽  
Author(s):  
Luu Trong Tuan ◽  
Vo Thanh Thao
Keyword(s):  
Public Service ◽  
Local Governments ◽  
Structural Equation ◽  
Service Recovery ◽  
Moderated Mediation ◽  
Charismatic Leadership ◽  
Equation Modeling ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance

Purpose Public service failures need to be recovered to sustain citizen satisfaction with public services. The purpose of this paper is to investigate the role of charismatic leadership in leveraging public service recovery performance (PSRP) as well as a moderated mediation mechanism underlying such an effect. Design/methodology/approach Public employees and their managers from local governments were recruited to provide the data for this research. Data analysis was conducted through structural equation modeling. Findings From the research results, charismatic leadership demonstrated the positive association with PSRP via public service motivation (PSM) as a mediator. Besides, serving culture was also found to play a moderating role to strengthen the positive links between charismatic leadership and PSRP as well as PSM. Originality/value The research model adds further insights into charismatic leadership and service recovery knowledge through the relationship between these two concepts as well as a moderated mediation mechanism underpinning this relationship.

Reverse mentoring and job crafting as resources for health: a work engagement mediation model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Neha Garg ◽  
Wendy Marcinkus Murphy ◽  
Pankaj Singh
Keyword(s):  
Social Exchange ◽  
Work Engagement ◽  
Latent Variable ◽  
Structural Equation ◽  
Negative Relationship ◽  
Well Being ◽  
Job Crafting ◽  
Equation Modeling ◽  
Theoretical Frameworks ◽  
Content Type

PurposeThis paper examines whether employee-driven practices of reverse mentoring and job crafting lead to work engagement and, in turn, to higher levels of prospective mental and physical health.Design/methodology/approachIntegrating social exchange theory and the job demands and resources model as theoretical frameworks, survey data were collected from 369 Indian software developers to test the research model. Latent variable structural equation modeling was used to empirically test the hypothesized associations.FindingsThe findings reveal that both reverse mentoring and job crafting are significantly associated with work engagement. Work engagement fully mediated the negative relationship between 1) reverse mentoring and mental ill-health and 2) job crafting and physical ill-health, while it partially mediated the negative relationship between 1) reverse mentoring and physical ill-health and 2) job crafting and mental ill-health.Practical implicationsThe results demonstrate that by implementing the practices of reverse mentoring and job crafting, managers can achieve desired levels of engagement among employees and sustain organizational productivity by promoting employee health and well-being.Originality/valueThis study is one of the early attempts to empirically demonstrate the associated health outcomes of reverse mentoring and job crafting.

Employee proactivity, work engagement, job resources and service recovery performance: a study of structural linkages

2020 ◽  
Vol 3 (2) ◽  
pp. 153-168
Author(s):  
Adil Zahoor
Keyword(s):  
Work Engagement ◽  
Service Recovery ◽  
Proactive Personality ◽  
Job Resources ◽  
Frontline Employees ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Moderating Role

PurposeThis study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.Design/methodology/approachPrimary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.FindingsEmpirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.Originality/valueThis study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.

Does work engagement mediate the influence of job resourcefulness on job crafting?

2019 ◽  
Vol 31 (4) ◽  
pp. 1684-1701 ◽  
Author(s):  
Chien-Yu Chen
Keyword(s):  
Personality Traits ◽  
Work Engagement ◽  
Structural Equation ◽  
Work Conditions ◽  
Job Crafting ◽  
Equation Modeling ◽  
Content Type ◽  
Hotel Employees ◽  
The Relationship

PurposeResearchers and practitioners have remarked the critical nature of job crafting for employee and organizational effectiveness in the hotel industry. However, few studies have investigated the determinants of job crafting, especially the role of personality traits. Hence, this study aims to address this research gap by exploring how job resourcefulness influences job crafting and by clarifying the mediating role of work engagement.Design/methodology/approachThe sample of the present study comprised 433 Taiwanese frontline hotel employees. The hypothesized relationships were tested using structural equation modeling.FindingsThe results reveal that job-resourceful employees tend to engage themselves at work. Engaged employees tend to craft their jobs individually and collaboratively. That is, work engagement is a mediator between job resourcefulness and job crafting. Finally, the job resourcefulness–work engagement–individual crafting relationship is closer than the job resourcefulness–work engagement–collaborative crafting relationship.Research limitations/implicationsThe findings suggest that job resourcefulness can be considered as a criterion in selecting and retaining employees. Work engagement may serve as a mechanism for interpreting the relationship between job resourcefulness and job crafting. This study provides crucial insights to help hotel managers seek and aid employees who can actively reshape their work conditions. However, the sample comprises only frontline hotel employees and the generalization can be considered in the future studies.Originality/valueThis research is the first to examine the psychological process that mediates the connection between job resourcefulness and job crafting. The findings of this study contribute to the theory of the relationship between personality traits and job crafting and may serve as a reference in related practices.

To craft or not to craft

2015 ◽  
Vol 20 (2) ◽  
pp. 147-162 ◽  
Author(s):  
Veerle Brenninkmeijer ◽  
Marleen Hekkert-Koning
Keyword(s):  
Work Engagement ◽  
Regulatory Focus ◽  
Structural Equation ◽  
Job Crafting ◽  
Equation Modeling ◽  
Prevention Focus ◽  
Cross Sectional ◽  
Promotion Focus ◽  
Content Type ◽  
Perceived Employability

Purpose – The purpose of this paper is to examine relationships between regulatory focus, job crafting, work engagement and perceived employability. Regulatory focus theory distinguishes between promotion-focused individuals, who strive for growth and development, and prevention-focussed individuals, who strive for security. Job crafting refers to changes that individuals make in their work to meet their own preferences and needs. It was expected that job crafting would mediate associations between promotion focus and work-related outcomes. Design/methodology/approach – Questionnaires were collected among 383 registered candidates from a consultancy organization for recruitment, assessment and coaching that operates within the branches pharmacy, medical devices, food, and healthcare. Results were analyzed using structural equation modeling. Findings – Crafting structural and social resources were positively related to work engagement and employability, whereas negative relationships were found for crafting hindering demands. Promotion focus was associated with crafting resources and challenging demands, while prevention focus was associated with crafting hindering demands. Job crafting also mediated some of the relationships between promotion focus, prevention focus and work outcomes. Research limitations/implications – This study provided insight into possible antecedents and outcomes of job crafting. Unfortunately, this study used a cross-sectional design. Practical implications – These insights may help managers to encourage beneficial job crafting behaviors, while taking individuals’ foci into account. Originality/value – This study has provided insight in the relationships between regulatory focus, job crafting, work engagement, and perceived employability.

Reverse mentoring, job crafting and work-outcomes: the mediating role of work engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Neha Garg ◽  
Wendy Murphy ◽  
Pankaj Singh
Keyword(s):  
Work Engagement ◽  
Structural Equation ◽  
Work Performance ◽  
Job Crafting ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Content Type ◽  
Withdrawal Behavior ◽  
The Relationship

PurposeReverse mentoring and job crafting are innovative, employee-driven job resources that can lead to positive organizational outcomes. The purpose of this paper is to explore the role of work engagement in mediating the association of these resources with work performance and work withdrawal behavior.Design/methodology/approachHypotheses were tested using structural equation modeling on data obtained from 369 software developers in India.FindingsFindings demonstrate that reverse mentoring and job crafting are positively related to work engagement, which, in turn, increase performance and decreases work withdrawal behaviors. Work engagement partially mediates the association of job crafting with both outcomes. In contrast, work engagement fully mediates the relationship between reverse mentoring and withdrawal behavior and partially mediates the relationship between reverse mentoring and work performance.Research limitations/implicationsThis study is a cross-sectional, survey design in the understudied technical industry in India, which may limit generalizability. However, the authors also connect the previously unrelated literatures on reverse mentoring and work engagement and develop a scale for use in future reverse mentoring studies.Practical implicationsThis study provides evidence to support practitioners in implementing resources for reverse mentoring and job crafting to increase work engagement among employees and subsequent positive outcomes.Originality/valueOrganizations can support reverse mentoring and job crafting as cost effective employee development tools. The research focuses on the mentors, who tend to be the less experienced and younger counterparts in a reverse mentoring pair and a critical part of the workforce for the growing IT industry.

Customer Incivility and Service Recovery Performance: Job Crafting as a Buffer

2021 ◽  
pp. 097226292199196
Author(s):  
Adil Zahoor ◽  
Mushtaq Ahmad Siddiqi
Keyword(s):  
Structural Equation ◽  
Service Recovery ◽  
Job Demands ◽  
Job Crafting ◽  
Equation Modelling ◽  
Negative Effect ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Impact ◽  
The Relationship

This study explores the impact of customer incivility (CI) on service recovery performance (SRP) of Indian frontline banking employees with emotional exhaustion (EE) as a mediator. Whether job crafting behaviour of the employees would assuage the effect of uncivil customer interactions and, thereby, help in maintaining superior recovery performance is further investigated. Data from 428 dyads of employees were gathered to test the hypothesized relationships using structural equation modelling in AMOS 23. The results indicated that CI negatively influences SRP, and EE significantly mediates this relationship. Increasing social and structural resources significantly alleviate the negative effect of (a) CI on EE, (b) CI on SRP and (c) EE on SRP. On the other hand, increasing challenge job demands and decreasing hindrance job demands do not moderate the relationship between (a) CI and EE and (b) CI and SRP. However, decreasing hindrance job demands significantly moderate the negative effect of EE on SRP while, surprisingly, increasing challenge job demands strengthens the relationship between EE and SRP.

Job crafting and work-family enrichment: the role of positive intrinsic work engagement

2018 ◽  
Vol 47 (3) ◽  
pp. 651-674 ◽  
Author(s):  
Mansi Rastogi ◽  
Richa Chaudhary
Keyword(s):  
Work Engagement ◽  
Structural Equation ◽  
Job Demands ◽  
Job Crafting ◽  
Equation Modeling ◽  
Content Type ◽  
Work Family ◽  
Work Family Enrichment ◽  
Family Enrichment

Purpose The purpose of this paper is to examine the role of job crafting behaviors in predicting work-family enrichment. It is hypothesized that employees who are able to adjust their work environment proactively by increasing structural and social job resources, increasing challenging job demands and decreasing hindering job demands would be more engaged and experience work-family enrichment. Design/methodology/approach The sample for the study consisted of 496 employees working in diverse nature of organizations in India. Structural equation modeling with the help of SPSS AMOS 20 was used for testing the study hypotheses. Findings The results reveal a strong relationship between job crafting and work-family enrichment experiences among employees. The study also established the role of work engagement as a mediator of the relationship between job crafting and work-family enrichment. Research limitations/implications The study significantly advances the underdeveloped literature on work-family enrichment by establishing job crafting as a predictor and illuminating the underlying psychological processes in a non-western collectivist culture. The study also contributes to theory building around the construct of job crafting which is still in its infancy. Practical implications The practitioners are encouraged to provide opportunities, support and freedom for job crafting to their employees for better work and home outcomes. Originality/value The present study is one of the pioneer attempts to examine how employees themselves can influence work-family enrichment by enhancing their work engagement using job crafting.

Job crafting and turnover intention: The mediating role of work engagement and job satisfaction

2020 ◽  
Vol 48 (2) ◽  
pp. 1-9 ◽  
Author(s):  
Taotao Zhang ◽  
Bingxiang Li
Keyword(s):  
Job Satisfaction ◽  
Work Engagement ◽  
Turnover Intention ◽  
Employee Turnover ◽  
Structural Equation ◽  
Job Crafting ◽  
Equation Modeling ◽  
Employee Turnover Intention ◽  
Validated Questionnaire

The aims in this study were to examine the influence of job crafting, job satisfaction, and work engagement on employee turnover intention, and to investigate the role of work engagement and job satisfaction as mediators in the relationship between job crafting and employee turnover intention. A validated questionnaire was used to collect data from 212 employees of a service company in China. The results of structural equation modeling showed that work engagement and job satisfaction partially mediated the job crafting–turnover intention relationship. These findings extended prior research and confirmed that job crafting, job satisfaction, and work engagement were each a predictor of employee turnover intention. These findings suggest that the turnover intention of employees could be reduced through generating job-crafting behaviors, and by improving job satisfaction and work engagement.

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