Job crafting and customer service behaviors in the hospitality industry: Mediating effect of job passion

By Hsiu-Yu Teng. International Journal of Hospitality Management, 2019

117 citations recorded by the source corpus.

Abstract Customer service behaviors play a critical role in determining customer satisfaction. However, studies examining how employees’ job crafting affects customer service behaviors are scant. The objective of this study is to examine the effect of job crafting on customer service behaviors and to clarify the mediating role of job passion. Survey data from 518 hotel employees demonstrate that job crafting is positively related to harmonious passion. Harmonious passion is positively associated with role-prescribed service behaviors and extra-role service behaviors. Obsessive passion is positively associated with extra-role service behaviors. Moreover, harmonious passion mediates the association between job crafting and customer service behaviors. This study extends current knowledge regarding job crafting and examines the associations among job crafting, job passion, and customer service behaviors. The results can serve as a reference for mangers in human resources practices and services management.

Subfields: Demography, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/926dc6a6270c9726437ddf5a8838999c700f93cd

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In Demography

1. Muhammad Usman
2. Moazzam Ali

In Organizational Behavior and Human Resource Management

1. Muhammad Usman
2. Moazzam Ali
3. Muhammad Luqman Tauheed Rana
4. Muhammad Khalid Anser
5. Zahid Yousaf

Citations in the corpus

• Ethical leadership and knowledge hiding: an intervening and interactional analysis (2020, background): “HWP positively shapes service employees’ pro-social and proactive behaviors (Teng, 2019).”