Job Crafting's Impact on the Relationships Between Customer Incivility, Service Performance and Job Satisfaction

Abstract

This study explores the impact of job crafting on the relationships between customer incivility, service performance, and job satisfaction among service employees, utilizing the Job Demands-Resources (JD-R) theory. It is important to study this as, based on the results, it would provide employees with viable strategies to use, to not be negatively influenced by uncivil customers anymore. Data was collected from 341 participants in various service industries via an online survey. The study examines how approach crafting (seeking additional job demands and resources) and avoidance crafting (reducing job demands) moderate these relationships. Results indicated that customer incivility negatively affected job satisfaction. However, customer incivility did not significantly impact service performance. Contrary to expectations, neither type of job crafting moderated the relationship between customer incivility and job satisfaction. Avoidance crafting did not moderate the relationship between customer incivility and service performance. However, approach crafting was positively correlated with both service performance and job satisfaction, and successfully moderated the relationship between customer incivility and service performance. These findings suggest the overall beneficial impact of approach crafting on job outcomes, highlighting the need for further research into the complex dynamics between job crafting and customer incivility.