Job Crafting of Service Employees and Performance:An Empirical Evidence of Linkages

Abstract

The concept of job crafting continues to receive considerable attention from research scholars and business professionals in developed countries particularly in the area of organisational psychology. However, very little or no such research has focused on understanding the complex relationship between various dimensions of job crafting and service employee performance in a developing country like India. In order to plug the gap, the present study has been conducted in Indian service sector with samples from its retail banking sector. The study that matches perceptions from both the frontline employees and their customers reveals that various dimensions of job crafting exert its impact on service employee performance and customer loyalty. Using path analysis, the empirical results also report indirect positive effects of service employee job crafting on customer loyalty via their service performance. The service employee performance is found effectively mediating in-between thus acting as a conduit to link positive effects of job crafting to customer loyalty.