Linking customer participation to service employees’ work-to-family enrichment: The role of job crafting and OBSE
Linking customer participation to service employees’ work-to-family enrichment: The role of job crafting and OBSE
复制标题
将客户参与与服务员工联系起来——工作与家庭的丰富：工作重塑和 OBSE 的作用
DOI：
10.1111/joop.12291
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发表时间：
2020
影响因子：
6.2
通讯作者：
Wilco W.H.Chan
中科院分区：
文献类型：
--
作者：
Raymond Loi;徐洁;Cheris W.C.Chow;Wilco W.H.Chan
基于社会学习理论和工作家庭丰富理论，我们开发了一个概念模型，检验工作塑造作为感知客户参与和服务员工工作家庭丰富之间的中介，以及基于组织的自尊（OBSE）作为这种间接关系的调节。使用从酒店员工收集的两波调查数据，我们发现客户参与可以通过增强认知和关系工作塑造来丰富员工的家庭角色。此外，员工的 OBSE 强调了客户参与与员工关系塑造之间的积极联系，以及随后的工作与家庭的丰富。这项研究也对现有关于工作与家庭丰富和工作塑造的文献做出了重要贡献。它还对组织支持员工积极参与工作塑造和丰富他们的家庭生活具有重要意义。
Building on social learning theory and work-family enrichment theory, we develop a conceptual model examining job crafting as the mediator between perceived customer participation and service employees’ work-to-family enrichment, and organization-based self-esteem (OBSE) as the moderator on this indirect relationship. Using two-wave survey data collected from hotel employees, we found that customer participation can enrich employees’ family role through increased cognitive and relational job crafting. In addition, employees’ OBSE accentuates the positive linkage between customer participation and employees’ relational crafting, and subsequently their work-to-family enrichment. This study makes important contributions to extant literature on work-to-family enrichment and job crafting as well. It also carries important implications for organizations to support employees’ proactive participation in job crafting and enrich their family life.