This study examines how customers' perceptions of corporate social responsibility (CSR) affect their customer citizenship behaviour and the mediated link through customer‐company identification and ...affective commitment. Working with a sample of 615 banking service customers in South Korea, structural equation modelling is employed to test the research hypotheses. The results of this study suggest that customers' perceptions of CSR are positively related to their customer citizenship behaviour. Second, customer‐company identification was found to mediate the positive relationship between customers' perceptions of CSR and customer citizenship behaviour. Third, customers' affective commitment towards their organization also mediated the positive relationship between customers' perceptions of CSR and customer citizenship behaviour. Finally, the relationship between customers' perceptions of CSR and customer citizenship behaviour is sequentially and partially mediated by customer‐company identification and affective commitment. The theoretical and managerial implications of the results and the limitations of the study are discussed, and future research directions are suggested.
Since the outbreak of the COVID‐19 pandemic in South Korea in January 2020, many South Korean employees have been experiencing work stressors, threats of job insecurity, and feelings of isolation, ...which together lead to emotional exhaustion. The present study aimed to compare the emotional exhaustion of South Korean employees before and after the pandemic, as well as to examine how the demographic characteristics of employees affected their emotional exhaustion. We administered surveys to 276 employees before the COVID‐19 pandemic (from July to October 2019) and 301 employees after its onset (from March to April 2020). A series of t‐tests demonstrated that both employee samples were similar demographically. Hierarchical regression analyses revealed that even when controlling for baseline emotions, the employees assessed after the COVID‐19 experienced significantly higher emotional exhaustion than those assessed before. Furthermore, in reaction to COVID‐19, female employees felt more emotionally exhausted than their male counterparts. Finally, after the COVID‐19 pandemic, younger and short‐tenured employees reported higher emotional exhaustion than older and more experienced employees. These findings provide insight into managing the mental health of employees during the COVID‐19 crisis.
Practitioner points
The emotional exhaustion of the South Korean workforce increased after the COVID‐19 pandemic.
After the pandemic, female employees experienced a higher level of emotional exhaustion than their male counterparts.
After the pandemic, younger and short‐tenured employees experienced a higher level of emotional exhaustion than older and long‐tenured employees.
Abstract
Despite mounting research on job crafting, relatively little attention has been paid to the roles of recovery and sleep in daily job crafting. Drawing on self‐regulation theory, we proposed ...that overnight recovery experiences (i.e. relaxation and psychological detachment) and sleep quality replenish the self‐regulatory resources necessary for day‐level job crafting. We further isolated feelings of recovery as a self‐regulatory resource that mediates the relationship between overnight recovery experiences and sleep quality and day‐level job crafting. The results of the experience sampling method conducted with 126 employees for 5 consecutive working days revealed that overnight recovery experiences and sleep quality positively affected day‐level promotion‐oriented job crafting through increased feelings of recovery in the morning. However, we found no significant indirect effect of overnight recovery experiences and sleep quality on day‐level prevention‐oriented job crafting. These findings provide novel insights into the roles of recovery experiences and sleep quality in the context of job crafting.
This research aims to test the mediating effect of work engagement on the relationship between job crafting and job performance, as well as the moderating effects of two forms of coworker support on ...the job crafting-work engagement relationship. We collected survey-based data from two South Korean samples. Study 1 was conducted on 175 flight attendants. The results of Study 1 were then replicated in Study 2 wherein 181 hotel employees reported their own job crafting and work engagement, and their supervisors rated their job performance one month later. In both studies, work engagement fully mediated the relationship between job crafting and job performance. The positive association between job crafting and work engagement was more pronounced when coworker emotional support was high than when it was low. In contrast, the positive link between job crafting and work engagement was stronger when coworker instrumental support was low than when it was high. Coworker emotional and instrumental support further moderated the indirect effect of job crafting on job performance through work engagement.
This study aims to examine how service employees' perceptions of corporate social responsibility (CSR) affect their creativity at work and its mediated link through compassion at work and their ...intrinsic motivation. Working with a sample of 250 hotel employees in South Korea, structural equation modeling is employed to test research hypotheses. The results of this research suggest that employees' perceptions of CSR are positively related to employee creativity. Second, compassion at work mediated the positive relationship between employees' perceptions of CSR and creativity. Third, employees' intrinsic motivation also mediated the positive relationship between employees' perceptions of CSR and employee creativity. Finally, the relationship between employees' perceptions of CSR and employee creativity is sequentially and fully mediated by compassion at work and their intrinsic motivation. The theoretical and managerial implications of the results and limitations of the study are discussed, and future research directions are suggested.
This study aims to investigate the effects of customers' perception of corporate social responsibility (CSR) on their CSR participation intention via customer–company identification (C–C ...identification). The authors also examine how CSR credibility strengthens the customers' CSR perception–C–C identification relationship and the indirect relationship between CSR perception and CSR participation intention through C–C identification. We conducted a survey of 567 South Korean bank customers and performed structural equation modeling to test our hypotheses. C–C identification partially mediated the relationship between customers' CSR perception and CSR participation intention. The positive association between customers' CSR perception and C–C identification was more pronounced when CSR credibility was higher than when it was lower. CSR credibility further moderated the indirect effect of customers' CSR perception and CSR participation intention through C‐C identification. This study deepens CSR research by showing how a cognitive CSR perception leads to a behavioral CSR participation based on a research model.
Workplace incivility has received increasing attention from hospitality and tourism scholars because of its implications for service outcomes. In the present study, we focused on supervisor ...incivility as a factor that negatively affects flight attendants' service performance. The objective of the present study was to examine how supervisor incivility affects flight attendants' service performance and when this relationship can be buffered. We proposed the indirect effect of supervisor incivility on service performance through job insecurity and the moderating effect of coworker emotional and instrumental support on this relationship. To test these effects, we administered two-wave surveys to 222 South Korean flight attendants. Results indicated the significant mediating effect of job insecurity on the relationship between supervisor incivility and service performance. Of the two types of coworker support, only emotional support significantly lessened the positive relationship between supervisor incivility and job insecurity. Coworker emotional support further mitigated the indirect effect of supervisor incivility on service performance through job insecurity. These findings have implications for theory and practice.
Drawing on the job demands-resources model, this study aims to explore the boundary conditions that buffer the negative effect of job insecurity on work engagement and job performance. It is ...predicted that job insecurity is negatively associated with job performance by undermining work engagement. This relationship is proposed to weaken when employees give and receive help arising from prosocial motivation. To test these propositions, we conducted two cross-sectional studies in the South Korean service sector, which demonstrated a similar pattern of results. Work engagement significantly mediated the link between job insecurity and job performance. We further found a significant three-way interaction between job insecurity, giving help, and prosocial motivation on work engagement such that the negative relationship between job insecurity and work engagement was weakest when employees’ help-giving and prosocial motivation were both high. The indirect effect of job insecurity on job performance through work engagement was also weakest for high levels of help-giving and prosocial motivation. Contrary to our prediction, we found no support for the three-way interaction between job insecurity, receiving help, and prosocial motivation on work engagement as well as on the indirect effect on job performance through work engagement. These findings have theoretical and practical implications for managing employees in job-insecurity contexts.
Drawing on self-determination theory, which suggests that individuals’ autonomous and controlled motivations determine their behavior and performance, our research examined the relationship between ...motivation, emotional labor, and service performance. We predicted that autonomous motivation will be positively associated with service performance through deep acting and that controlled motivation will be negatively associated with service performance through surface acting. To test these hypotheses, we collected three-wave data from 282 hotel employees and 21 general managers over a 15-month period. As predicted, autonomous motivation was positively related to deep acting and negatively related to surface acting 1 year later, whereas controlled motivation was positively related to surface acting 1 year later. Deep acting was positively associated with supervisor-rated service performance 3 months later. Further, the indirect effect of autonomous motivation on service performance through deep acting was significant. The robustness of these findings was established by reanalyzing the data without controlling for potential confounds and conducting a validation study among 70 flight attendants across 5 consecutive days. The findings highlight the importance of service employees’ autonomous motivation in effective emotion regulation and resulting service performance.
Purpose
Due to volatile changes and crises in the business environment, frontline service employees (FSEs) are faced with increasing work stressors in the new service marketplace. Of these, customer ...incivility has been found to negatively affect their work outcomes. This study aims to examine the moderating effect of experiencing an imminent environmental crisis (i.e. the COVID-19 pandemic) on the relationship between customer incivility, work engagement and job crafting, using pre- and postpandemic samples.
Design/methodology/approach
The authors administered two-wave surveys to 276 FSEs (prepandemic sample) in July and October 2019 and to 301 FSEs (postpandemic sample) in March and April 2020.
Findings
Moderation analyses showed that the relationship between customer incivility, work engagement and job crafting varied between FSEs who experienced the pandemic and those who did not; the relationship was stronger for the postpandemic than the prepandemic sample. There was a positive relationship between work engagement and job crafting; it was weaker for the postpandemic sample.
Research limitations/implications
The deleterious effect of customer incivility exacerbated after the onset of the COVID-19 pandemic; however, the authors did not explore why the pandemic aggravated the negative effect. The mechanism underlying the moderating effect of the pandemic and the effect of more diverse types of incivility should be explored in future research.
Practical implications
It is critical to provide FSEs with instrumental and emotional support to cope with the crisis brought on by the pandemic. Service organizations must monitor customers’ uncivil behaviors to identify their causes and develop interventions to improve service quality. Furthermore, service organizations are advised to enhance the coping capabilities of FSEs by using diverse interventions, such as emotion regulation training, debriefing sessions, short breaks and job crafting.
Originality/value
To the best of the authors’ knowledge, this study is the first to reveal the moderating effect of the pandemic on the relationships between customer incivility, work engagement and job crafting, using pre- and postpandemic samples. This study offers necessary insights to improve FSEs’ engagement at work and enhance their job crafting in the new service marketplace.
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