Research on Job Crafting of Front-Line Service Employees Scale Development and Model Construction

Yan Chen and Yuhang Wang ()
Additional contact information
Yan Chen: Macau University of Science and Technology, School of Business
Yuhang Wang: Zhuhai College of Jilin University, Department of Electronic Information

A chapter in Proceedings of the 2024 4th International Conference on Enterprise Management and Economic Development (ICEMED 2024), 2024, pp 476-482 from Springer

Abstract: Abstract The research on job crafting will help managers to have a deep understanding of the logical relationship between employees and organizations, and also help improve employees’ job satisfaction and commitment, so that they can gain more meaning in their work. Bottom-up job crafting and top-down organizational design complement each other and help enhance employees’ job adaptability. For the service industry, front-line service employees are located at the customer interface of the enterprise organization and represent the organization to the customer, playing a key role in the service situation. Empirical evidence shows that to the extent that employees are able to provide high-quality service, customers are more likely to have a favorable evaluation of the service experience, experience higher satisfaction, and increase their purchase volume and frequency of future visits. Therefore, front-line service personnel are crucial to the success of the organization, and it is very important to understand the behavioral rules of job crafting and its influencing mechanism for improving the operational efficiency of the organization.

Keywords: job crafting; scale development; psychological empowerment; customer empowerment (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-506-5_53

Ordering information: This item can be ordered from
http://www.springer.com/9789464635065

DOI: 10.2991/978-94-6463-506-5_53

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().