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

Recovery Performance ◽

The Impact ◽

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.

Predicting Service Recovery Performance through Job Crafting Perception and Behaviour: Does Proactivity Make a Difference?

South Asian Journal of Human Resources Management ◽

10.1177/23220937211046451 ◽

2021 ◽

pp. 232209372110464

Author(s):

Adil Zahoor

Keyword(s):

Service Recovery ◽

Analysis Data ◽

Job Crafting ◽

Primary Data ◽

Frontline Employees ◽

Service Employees ◽

Recovery Performance ◽

Frontline Service Employees ◽

The Impact

The central aim of this study is to investigate whether the proactive personality (PP) of frontline service employees moderates the impact of perceived opportunity to craft (POC) on actual job crafting (JC) behaviour. We also examine the consequent effect of JC on employee work engagement (WE) and perceived service recovery performance (SRP). Primary data collected from 624 dyads of Indian frontline banking employees and their immediate colleagues (peers) formed the basis of empirical analysis. Data on JC perception, WE and JC behaviour was self-reported by the employees. On the other hand, peer-rating was invited for frontline employees’ PP and recovery performance. Empirical results indicated that the likelihood of POC resulting in actual JC is significantly higher for proactive employees in comparison to their reactive counterparts. The results also suggest that JC nurtures WE which, in turn, enhances SRP.

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

Marketing Intelligence & Planning ◽

10.1108/mip-02-2017-0025 ◽

2017 ◽

Vol 35 (5) ◽

pp. 641-656 ◽

Cited By ~ 13

Author(s):

Tuan Trong Luu

Keyword(s):

Data Analysis ◽

Work Engagement ◽

Structural Equation ◽

Service Recovery ◽

Team Work ◽

Job Crafting ◽

Equation Modeling ◽

Content Type ◽

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.

The Relationship Between Job Crafting, Work Engagement, and Performance: A Meta-Analysis.

10.31234/osf.io/xpf2v ◽

2019 ◽

Author(s):

Benedikt Alexander Schuler ◽

Carmen Binnewies ◽

Paul - Christian Bürkner

Keyword(s):

Work Engagement ◽

Structural Equation ◽

Meta Analysis ◽

Job Demands ◽

Job Crafting ◽

Job Resources ◽

Equation Modelling ◽

Study Results ◽

And Performance ◽

Although much research on the relationship between job crafting, work engagement, and performance has been conducted, mainly building on the job demands-resources (JD-R) model, it is still unclear whether work engagement mediates the relationship between the job crafting dimensions and performance as assumed by the JD-R model. To test this we statistically integrated 44 primary studies via random effects meta-analysis and examined the assumed mediation through work engagement via meta-analytic structural equation modelling. Moreover, we conducted exploratory moderator analyses to identify systematic variations in the relationships under study. Results showed that increasing structural and social job resources, as well as increasing challenging job demands were positively related to work engagement and performance, whereas decreasing hindering job demands was negatively related to work engagement and unrelated to performance. The relationships between job crafting practices and performance were mediated by work engagement to various extents. Exploratory moderator analyses demonstrated that the employees’ culture (individualistic vs. collectivistic) consistently moderated the relationships under study.

Pengaruh Authentic Leadership terhadap Customer-Oriented Organizational Citizenship Behavior dan Service Recovery Performance melalui Job Crafting dan HR Flexibility

Jurnal Ilmu Manajemen ◽

10.26740/jim.v9n3.p1015-1031 ◽

2021 ◽

Vol 9 (3) ◽

pp. 1015-1031

Author(s):

Aziz Yogatama ◽

Dwiarko Nugrohoseno

Keyword(s):

Organizational Citizenship ◽

Organizational Citizenship Behavior ◽

Authentic Leadership ◽

Service Recovery ◽

Partial Least Square ◽

Job Crafting ◽

Citizenship Behavior ◽

Recovery Performance ◽

This study aims to determine and explain the effect of authentic leadership on service recovery performance and customer-oriented organizational citizenship behavior (Co-OCB) through job crafting and HR flexibility at a telecommunication company, PT. Telkom Indonesia in Surabaya region. This research is causality research with a quantitative approach”the sampling technique used non-probability sampling, namely purposive sampling. Statistical analysis used Partial Least Square (PLS) with SmartPLS 3.0 software. This study explains that authentic leadership does not affect customer-oriented OCB and service recovery performance. Then Co-OCB does not have any effect in mediating the relationship between authentic leadership and service recovery performance. However, job crafting has been shown to mediate the relationship between authentic leadership and Co-OCB and service recovery performance. HR flexibility is not proven in moderating the relationship between authentic leadership and job crafting in the context of high flexibility.

Employees’ Job Characteristics and Job Crafting Behavior: The Mediating Role of Perceived Opportunities to Craft

International Journal of Human Resource Studies ◽

10.5296/ijhrs.v8i4.13764 ◽

2018 ◽

Vol 8 (4) ◽

pp. 65

Author(s):

Jessica Van Wingerden ◽

Rob Poell

Keyword(s):

Health Care Professionals ◽

Structural Equation ◽

Job Demands ◽

Job Characteristics ◽

Job Crafting ◽

Job Resources ◽

Mediating Role ◽

Dutch Health ◽

The present study was designed to gain knowledge about the relationship between job characteristics in the workplace (job demands and job resources), employees’ perceived opportunities to craft, and subsequently their actual job crafting behavior. Specifically, the potential mediating role of perceived opportunities to craft could shed better light on the mechanisms that lead employees to job craft in the context of particular work characteristics. We collected data among a group of Dutch health care professionals working in an organization that offers care for patient with mental disabilities (N=522). Participants of the study reported their job demands; workload, emotional demands and work-home interference, their job resources; role clarity, communication and team cohesion, their perceived opportunities to craft, and their job crafting behavior. We tested the hypothesized antecedents of job crafting perceptions and behavior model with structural equation modelling (SEM) analyses. Results indicated that perceived opportunities to craft mediates the relationship between job resources and employees actual job crafting behavior. The insights provided in this study do not only build on job crafting literature but are also helpful to understand which aspects of the workplace influence employees’ job crafting behavior. Therefore, these insights may be useful for the deliberate cultivation of job crafting behavior within organizations.

PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

Indonesian Journal of Strategic Management ◽

10.25134/ijsm.v1i1.844 ◽

2018 ◽

Vol 1 (1) ◽

Author(s):

Ilham Akbar

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Relationship Marketing ◽

Customer Loyalty ◽

Structural Equation ◽

Marketing Relationship ◽

Negative Effect ◽

The Impact ◽

The Relationship ◽

Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

The effect of job insecurity on quitting intentions and service recovery performance

Human Resource Management International Digest ◽

10.1108/hrmid-09-2019-0231 ◽

2019 ◽

Vol 28 (2) ◽

pp. 12-14

Keyword(s):

Psychological Contract ◽

Job Insecurity ◽

Service Recovery ◽

Mediating Effect ◽

Full Time ◽

Content Type ◽

Career Opportunities ◽

Recovery Performance ◽

The Impact

Purpose The purpose of this study is to examine the impact of JIS on quitting intentions and service recovery performance (SRP) with JE as a mediating factor. Design/methodology/approach Data was gathered from 313 full time FHEs working in four and five star hotels in Iran. Questionnaires on JIS, JE, and quitting intentions were given in three waves to the FHEs over a two-week period and in addition supervisors provided a rating of SRP. Findings The findings support the mediating effect of JE with JIS related to the outcomes indirectly through JE. The greater the level of JIS the lower the JE of FHEs. The greater the level of JE the lower the quitting intentions and the higher the SRP of FHE’s. JE completely mediates the impact of JIS on quitting intentions and SRP. Practical implications Organizations should put steps in to retain key workers through adherence to the psychological contract, reduce the impact of JIS through providing clear information on career opportunities and progression, invest in high quality training to improve SRP and hire a workforce from the local communities to increase off-the job JE Originality/value This paper has contributed to an area where research is scarce with regard to how JIS can be reduced and the structure that links it to employee outcomes.

Corporate social responsibility, ambidextrous leadership, and service excellence

Marketing Intelligence & Planning ◽

10.1108/mip-05-2018-0157 ◽

2019 ◽

Vol 37 (5) ◽

pp. 580-594 ◽

Cited By ~ 5

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 ◽

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.

THE EFFECT OF MANAGEMENT COMMITMENT TO SERVICE QUALITY ON JOB EMBEDDEDNESS AND PERFORMANCE OUTCOMES

Journal of Business Economics and Management ◽

10.3846/16111699.2011.620159 ◽

2012 ◽

Vol 13 (4) ◽

pp. 614-636 ◽

Cited By ~ 29

Author(s):

Osman M. Karatepe ◽

Georgiana Karadas

Keyword(s):

Service Quality ◽

Customer Service ◽

Service Recovery ◽

Job Embeddedness ◽

Performance Outcomes ◽

Quality Data ◽

Management Commitment ◽

Recovery Performance ◽

The Impact

The purpose of this study is to develop and test a conceptual model that examines job embeddedness as a partial mediator of the impact of management commitment to service quality on service recovery performance and extra-role customer service. Training, empowerment, and rewards are regarded as the three important indicators of management commitment to service quality. Data were obtained from a sample of fulltime frontline hotel employees with a time lag of one week in Romania. The results reveal that training, empowerment, and rewards are positively related to job embeddedness. As hypothesized, empowerment, rewards, and job embeddedness enhance service recovery performance, while training and empowerment increase extra-role customer service. The results further demonstrate that job embeddedness acts as a partial mediator of the effects of empowerment and rewards on service recovery performance. Implications of the results are discussed and future research directions are offered.