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.
The purpose of this study is to investigate the relationships among corporate social responsibility (CSR), corporate brand credibility, corporate brand equity, and corporate reputation. Structural ...equation modeling analysis provided support for the hypotheses from a sample of 867 consumers in South Korea. The results showed that CSR has a direct positive effect on corporate brand credibility and corporate reputation. In addition, the results indicate that corporate brand credibility mediates the relationship between CSR and corporate reputation. Moreover, corporate brand credibility mediates the relationship between CSR and corporate reputation. Finally, the relationship between CSR and corporate brand equity is sequentially and fully mediated by corporate brand credibility and corporate reputation. The theoretical and managerial implications of the results and limitations are discussed, and future research directions are suggested.
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 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.
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.
Despite previous studies that examined factors that would help service employees cope with customer incivility, the role of employee-initiated job strategies has rarely been explored in the context ...of customer incivility. Drawing on the job demand-control model, we proposed that a high-control job strategy (such as job crafting) alleviates the deleterious effect of customer incivility on job performance through emotional exhaustion, whereas a low-control job strategy (such as service scripts) aggravates this effect. To test the proposed moderated mediation effects, we collected three-wave data from 272 hotel employees and their 54 team leaders over a 6-month period. As predicted, job crafting and service scripts performed contrasting moderating functions. Specifically, the customer incivility-emotional exhaustion relationship was weaker for employees who engaged in job crafting more often than for those who did not. Job crafting also mitigated the negative indirect effect of customer incivility on job performance through emotional exhaustion. In contrast, the customer incivility-emotional exhaustion relationship was more pronounced among employees who used service scripts more often. Service scripts further exacerbate the negative indirect effect of customer incivility on job performance through emotional exhaustion. These findings have theoretical and practical implications for occupational health research.
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.
The aim of the study is to test not only the relative importance effect of employees' external and internal corporate social responsibility (CSR) perceptions on prosocial and proactive behaviors ...(i.e., organizational citizenship behavior OCB and job crafting) but also the impact of the interaction of these two kinds of employee CSR perceptions on proactive behaviors. Survey‐based data were collected from 181 employees at eight luxury hotels located in South Korea. Using a two‐wave longitudinal design, we measured employees' internal and external CSR perceptions, and then their supervisors rated OCB and job crafting one month after. Hierarchical moderated regression model is employed to test research hypotheses. The results showed that employees' internal CSR perceptions are more strongly related to prosocial and proactive behaviors than employees' external CSR perceptions are. Furthermore, the positive relationship between internal CSR perceptions and prosocial and proactive behaviors was more pronounced when external CSR perceptions were high than when they were low. The theoretical and managerial implications of the results and the limitations of the study are discussed, and future research directions are suggested.
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