如何以及何时对特许经营餐厅经理的服务绩效做出贡献？总部控制系统的适度性

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-03-09 DOI:10.1108/jstp-10-2021-0214

Won‐Moo Hur, Yuhyung Shin, Hansol Hwang

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引用次数: 8

摘要

目的本研究旨在探讨经理人的工作塑造如何及何时对其服务绩效有所贡献。本研究的第一个目的是评估特许经营餐厅经理的工作制作、工作投入和服务绩效之间的中介关系。其第二个目标是检验组织控制系统对工作工艺-工作投入关系的调节作用。设计/方法/方法作者对韩国235名特许经营餐厅经理进行了纸笔调查。作者通过Process 3.5宏和bootapping验证了他们的假设。研究结果证实了工作投入在工作塑造与工作投入之间的中介作用。此外，当总部使用高水平的基于结果的控制系统和低水平的基于行为的控制系统时，这种关系更为明显。独创性/价值不同于研究服务员工的工作制作，本研究揭示了管理工作制作在服务绩效中的作用。这些发现通过对管理工作制定和组织控制系统之间的相互作用提供新颖的见解，有助于服务理论和实践。

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How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems

PurposeThis study aims to explore how and when managers' job crafting contributes to their service performance. The first objective of the research was to assess the mediating relationship between franchised restaurant managers' job crafting, work engagement and service performance. Its second objective was to examine the moderating effect of organizational control systems on the job crafting–work engagement relationship.Design/methodology/approachThe authors administered paper-and-pencil surveys to 235 franchised restaurant managers in South Korea. The authors tested their hypotheses via Process 3.5 macro and bootstrapping.FindingsThe results confirmed the mediating effect of work engagement on the relationship between job crafting and work engagement. Furthermore, this relationship was more pronounced when the headquarters used a high level of outcome-based control systems and a low level of behavior-based control systems.Originality/valueDistinct from studies that have examined service employees' job crafting, this study uncovers the role of managerial job crafting in service performance. The findings contribute to service theory and practice by providing novel insights into the interplay between managerial job crafting and organizational control systems.

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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.