Can customers help employee work-to-family enrichment? The role of job crafting and OBSE (WITHDRAWN)

Abstract

This study explores how and when customer participation in service delivery promotes employees work-to-family enrichment. Using two-wave data collected from 160 employees in a hotel, we found that, when customers participate more in their daily work, employees would enrich their family role from their work role more through increased relational job crafting. In addition, employees organizational-based self-esteem (OBSE) accentuates the positive linkage between customer participation and employees relational crafting, and subsequently work-to-family enrichment. By taking different parties in one's work life (i.e., customers, work per se, and family) into consideration, this study makes important contributions to extant literature on work-to- family enrichment and job crafting as well. It also carries important implications for service organizations to support employees proactive participation in job crafting and enrich their family life.