{"title":"The benefits of service employees’ resilience in the workplace: a mediation and moderation analysis","authors":"Kieu-Giang Hoai Le, Nguyen-Hau Le","doi":"10.1007/s11628-024-00561-3","DOIUrl":null,"url":null,"abstract":"<p>Resilience has been considered a salient capability of employees who face hardships at work. However, prior studies have shown inconsistent outcomes of this construct. Within the service sector, this study aims to elucidate how resilience affects three important aspects of employees in the workplace. A structural model was developed and tested using the CB-SEM method with the data obtained from 224 employees. The results show that employee resilience, directly and indirectly, brings benefits for themselves (job performance), their co-workers (organizational citizenship behavior), and the firm (job embeddedness). Further, resilience negatively moderates the impacts of job embeddedness on organizational citizenship behavior, and organizational citizenship behavior on job performance. Theoretical and managerial implications are then discussed.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"1 1","pages":""},"PeriodicalIF":4.4000,"publicationDate":"2024-06-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Service Business","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1007/s11628-024-00561-3","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0
Abstract
Resilience has been considered a salient capability of employees who face hardships at work. However, prior studies have shown inconsistent outcomes of this construct. Within the service sector, this study aims to elucidate how resilience affects three important aspects of employees in the workplace. A structural model was developed and tested using the CB-SEM method with the data obtained from 224 employees. The results show that employee resilience, directly and indirectly, brings benefits for themselves (job performance), their co-workers (organizational citizenship behavior), and the firm (job embeddedness). Further, resilience negatively moderates the impacts of job embeddedness on organizational citizenship behavior, and organizational citizenship behavior on job performance. Theoretical and managerial implications are then discussed.
期刊介绍：
The mission of Service Business is to be an outlet for the most advanced research in business related to the service sector. The journal is designed to be international and multidisciplinary. Service Business focuses on business research for the service sector and provides a means of communication for those working in the business field of service and service industries irrespective of discipline, functional area, sector or nationality. Service Business is a journal for issues related to business in the service sector of the economy, focusing on both the profit and non-profit areas of the sector. Authors share their experiences in developing, implementing, and evaluating their business decisions and strategies and explore not only the latest research and methodologies in the field, but also examine the theoretical and managerial implications, and future research opportunities in service sector. An editorial review board of leading international scholars and practitioners assures content which encompasses rigorous conceptual and empirical papers, practice-oriented papers, teaching-oriented papers, special issues, case studies, book reviews, and conference reports. Every article published in the SB is subject to a double blind review process to ensure its relevance and quality.
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