Antecedents and consequences of frontline employees' job crafting: the mediating role of emotional exhaustion

Abstract EN

Given the crucial role of employee job crafting in the hospitality industry that describes a process by which employees take an active role in commencing modifications to their approach to work or by personalizing the working environment to be more effective and efficient.

Thus, the researcher in this study investigates the antecedents and consequences of frontline employees' job crafting.

Further, investigating the mediating role of employees' emotional exhaustion in relation to their organizational outcomes.

Survey data from 485 frontline employees in five-star hotels affiliated to chains in Egypt was conducted.

Actually, by applying partial least squares structured equational model and path estimates using Smart-PLS (version 3), the results indicated that, perceived organizational support positively influences employees' job crafting.

Also, job crafting influences strongly and positively employees' organizational outcomes (work engagement and service recovery performance).

In addition, emotional exhaustion does not mediate the relationship between job crafting and employees' organizational outcomes.

Actually, such findings suggest various implications for hospitality organizations, managers and frontline employees as well.

Theoretical and managerial implications and directions of new future research were addressed in this study.