Abstract
This study examined the effect of service employees’ resilience on deep acting in the job demands–resources model (JD-R model). It set and verified person–job fit and work engagement as double-mediation factors between service employees’ resilience and deep acting. To accomplish this, surveys targeting service employees working in the retail finance industry in Korea were administered. The analysis showed that resilience significantly increased person–job fit, and person–job fit improved work engagement. Additionally, it showed that work engagement improved deep acting. With regard to the double-mediation effect, the direct effect of resilience on deep acting was not statistically significant, but the double-mediation effect through person–job fit and work engagement was significant. In other words, person–job fit and work engagement fully mediated the relationship between resilience and deep acting. Additionally, person–job fit alone did not mediate the relationship between resilience and deep acting, but the independent mediation effect of work engagement was significant.
Highlights
Relationships between service organizations and customers are built on mutual exchange and the fulfillment of commitments [1]
Hypothesis 2 predicted that work engagement would increase as service employees’ person–job fit increased, and the analysis showed that person–job fit did increase work engagement
Person–job fit and work engagement fully mediated the relationship between resilience and deep acting
Summary
Relationships between service organizations and customers are built on mutual exchange and the fulfillment of commitments [1]. Service organizations provide services to customers by making and fulfilling feasible commitments. This process involves external marketing, internal marketing, and interactive marketing and, of these, interactive marketing is the most critical from the customers’. Interactive marketing occurs at the moment of truth when service employees and customers come into contact. At this juncture, service employees protect or break the relationship [2]. Service employees protect or break the relationship [2] For this reason, service employees are a key factor in the sustainability of service organizations, and it is important that service employees remain positive in contact moments with customers
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