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

IF 1.4 Q3 MANAGEMENT

South Asian Journal of Human Resource Management Pub Date : 2021-10-05 DOI:10.1177/23220937211046451

A. Zahoor

引用次数: 2

Abstract

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.

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通过工作制作感知和行为预测服务恢复绩效:主动性有影响吗?

本研究的主要目的是探讨一线服务员工的主动人格(PP)是否会调节感知到的制作机会(POC)对实际工作制作(JC)行为的影响。我们还研究了JC对员工工作敬业度(We)和感知服务恢复绩效(SRP)的影响。从624对印度一线银行员工及其直接同事(同行)中收集的原始数据构成了实证分析的基础。员工自我报告JC感知、WE和JC行为的数据。另一方面，邀请同行对一线员工的PP和恢复绩效进行评价。实证结果表明，主动员工的POC导致实际JC的可能性显著高于被动员工。结果还表明，JC培养WE，进而提高SRP。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

South Asian Journal of Human Resource Management MANAGEMENT-

CiteScore

2.30

自引率

23.50%

发文量

期刊介绍： South Asian Journal of Human Resources Management (SAJHRM) is a peer-reviewed scholarly outlet for publications on HRM in and out of South Asia. It includes countries that are members of the South Asian Association for Regional Cooperation (SAARC), namely, Afghanistan, Bangladesh, Bhutan, India, Maldives, Nepal, Pakistan, and Sri Lanka. In terms of the discipline focus, all articles broadly focusing on the theory and practice of managing human resources for the benefit of individuals, firms and community at large will be acceptable. In view of the contemporary focus on Strategic HRM, the journal coverage would also include comparative research and other related management disciplines as long as one of the key aims of the manuscript is on harnessing the potential of human capital. Considering the uneven economic development within the South Asian region, the journal encourages potential authors to explore broader implications of their scholarly views and findings on the region as a whole. A distinguishing feature of the journal is its focus on “HR in Practice”. Apart from theory, it will pay significant attention on how HRM is practiced in and out of South Asia. The journal features conceptual and empirical research papers, research notes, interviews, case studies and book reviews. In short, to be considered for publication, a manuscript should broadly focus on managing people and contextualised within one or more South Asian countries at the firm, regional, national and international levels.