放松、晨间恢复状态与顾客、同事导向的角色外服务行为:工作家庭界面的调节作用

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2023-09-11 DOI:10.1108/jstp-10-2022-0235

Hyewon Park, Won‐Moo Hur, Seung-Yoon Rhee

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引用次数: 0

摘要

目的本研究旨在探讨夜间下班放松对一线服务员工绩效的影响。具体而言，作者重点研究了企业顾客导向的角色外服务行为(C-ERSB)和同事导向的角色外服务行为(CW-ERSB)作为卓越服务绩效的指标。根据资源守恒理论(Hobfoll, 1989)和自我耗竭理论(Baumeister, 2002)，作者假设过夜放松对erbs的积极影响将由恢复状态介导。此外，作者通过测试工作-家庭冲突(WFC)和家庭-工作冲突(FWC)的调节作用来检验这些关系的边界条件。设计/方法/方法本研究采用情景抽样法。135名调查人员在连续五个工作日内完成了两次每日调查(上班前和下班后)，产生了636个时间滞后的日水平观察结果。采用多层次路径模型分析中介效应和第二阶段的调节效应。结果显示，夜间下班放松与次日早晨恢复状态的C-ERSB和CW-ERSB呈正相关。夜间工作放松与第二天早上恢复状态的正相关关系在经历过夜间工作放松的员工中较弱。工作时间的FWC减弱了第二天早上恢复状态与CW-ERSB的正相关关系，但没有减弱第二天早上恢复状态与C-ERSB的正相关关系。独创性/价值本研究采用情景抽样方法揭示了下班放松、恢复和家庭-工作界面对员工ersb的影响，这是服务文献中一个重要但未被充分探讨的现象。这项研究揭示了夜间下班放松的重要性，以及促进雇员加班的条件，从而揭示了实现卓越服务绩效的途径。

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Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface

PurposeThis study aims to investigate the impact of overnight off-work relaxation on the performance of frontline service employees (FLEs). Specifically, the authors focused on FLEs' customer-directed extra-role service behavior (C-ERSB) and coworker-directed extra-role service behavior (CW-ERSB) as indicators of outstanding service performance. Drawing on the conservation of resources (Hobfoll, 1989) and ego depletion theories (Baumeister, 2002), the authors hypothesized that the positive effect of overnight relaxation on ERSBs will be mediated by the state of recovery. Additionally, the authors examined the boundary conditions of these relationships by testing the moderating effects of work–family conflict (WFC) and family–work conflict (FWC).Design/methodology/approachThe study employed an episodic sampling method. One hundred thirty-five FLEs completed two daily surveys (before- and after-work) over five consecutive workdays, yielding 636 time-lagged day-level observations. Multilevel path modeling was performed to analyze the mediation and second-stage moderated mediation effects.FindingsResults showed that overnight off-work relaxation was positively related to FLEs' next-day C-ERSB and CW-ERSB via next-morning recovery state. The positive relationship between overnight off-work relaxation and the next-morning recovery state was weaker for FLEs who experienced overnight WFC. FWC during work hours weakened the positive relationship between the next-morning recovery state and CW-ERSB, but not the relationship between the next-morning recovery state and C-ERSB.Originality/valueThe study used an episodic sampling method to reveal the significance of off-work relaxation, recovery and family–work interface on FLEs' ERSBs, a critical yet underexplored phenomenon in service literature. This study sheds light on the pathways to achieve exceptional service performance by revealing the importance of overnight off-work relaxation and the conditions that promote ERSBs.

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.