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Job crafting and service recovery performance: insight from Indian retail banking

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  • Adil Zahoor

    (Islamic University of Science and Technology)

Abstract

This study examines whether job crafting of Indian frontline retail banking employees improves their service recovery performance. A total of 327 customers, who experienced a service failure and requested for a recovery in the past three months or less, were identified and their response was sought on the recovery performance of the employee whom they had approached for recovery. Subsequently, the corresponding employees were approached for data regarding their job crafting, burnout and work engagement. A common identification number was used to facilitate the matching of customer and employee responses. The results suggest that job crafting positively influences service recovery performance and work engagement, but negatively influences burnout. Further, employee burnout and engagement significantly mediate the relationship between job crafting and service recovery performance.

Suggested Citation

  • Adil Zahoor, 2021. "Job crafting and service recovery performance: insight from Indian retail banking," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(1), pages 115-126, March.
    • Handle: RePEc:spr:decisn:v:48:y:2021:i:1:d:10.1007_s40622-020-00272-4
    DOI: 10.1007/s40622-020-00272-4
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    References listed on IDEAS

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    2. Adil Zahoor, 2018. "Teacher Proactivity Influencing Student Satisfaction and Loyalty Role of Job Crafting and Work Engagement," Vikalpa: The Journal for Decision Makers, , vol. 43(3), pages 125-138, September.
    3. Mushtaq A Siddiqi, 2015. "Work Engagement and Job Crafting of Service Employees Influencing Customer Outcomes," Vikalpa: The Journal for Decision Makers, , vol. 40(3), pages 277-292, September.
    4. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
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    6. Karatepe, Osman M. & Eslamlou, Aram, 2017. "Outcomes of job crafting among flight attendants," Journal of Air Transport Management, Elsevier, vol. 62(C), pages 34-43.
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    Cited by:

    1. Adil Zahoor, 2023. "Capitalizing on Service Failures: Implications for Customer Engagement and Loyalty," Business Perspectives and Research, , vol. 11(1), pages 81-93, January.

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    More about this item

    Keywords

    Job crafting; Burnout; Work engagement; Service recovery performance;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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