Extending a helping hand: How receiving gratitude makes a difference in employee performance during a crisis

Abstract

Although organizational crises, particularly the COVID-19 pandemic, are shocks for employees, their expression of gratitude can be viewed as a silver lining. Drawing on social exchange theory and the social functions of emotion perspective, we develop a model that elucidates why and when benefactors who receive gratitude expression can perform better in the COVID-19 crisis. We propose that receiving gratitude expression as a potential consequence of providing crisis-related help to coworkers enhances one’s crisis self-efficacy and perceived social impact, which, in turn, positively relates to adaptation to a crisis, task performance, and helping behaviors toward leaders. The perceived novelty of the COVID-19 crisis strengthens the positive effect of receiving gratitude expression on crisis self-efficacy, and the perceived criticality of the crisis strengthens the positive effect of receiving gratitude expression on perceived social impact. A scenario-based experiment and five-wave field survey with Eastern and Western employees generally support our hypotheses.