Linking customer participation to service employees’ work‐to‐family enrichment: The role of job crafting and OBSE

Abstract

Building on work–home resources model, we develop a conceptual model examining job crafting as the mediator between perceived customer participation and service employees’ work‐to‐family enrichment, and organization‐based self‐esteem (OBSE) as the moderator on this indirect relationship. Using two‐wave survey data collected from hotel service employees, we found that customer participation can enrich employees’ family role through increased cognitive and relational job crafting. In addition, employees’ OBSE accentuates the positive linkage between customer participation and employees’ relational crafting, and subsequently their work‐to‐family enrichment. This study makes important contributions to extant literature on work‐to‐family enrichment and job crafting as well. It also carries important implications for organizations to support employees’ proactive participation in job crafting and enrich employees’ family life.Practitioner points Organizations should well manage customer participation in order to enhance service employees’ job crafting. Managers should be aware of how different types of job crafting can enrich their employees’ family domain. To cultivate effective work‐to‐family enrichment, organizations should develop employees’ self‐worth and sense of competence within the organization.