Research on Job Crafting of Front-Line Service Employees Scale Development and Model Construction

The research on job crafting will help managers to have a deep understanding of the logical relationship between employees and organizations, and also help improve employees’ job satisfaction and commitment, so that they can gain more meaning in their work. Bottom-up job crafting and top-down organizational design complement each other and help enhance employees’ job adaptability. For the service industry, front-line service employees are located at the customer interface of the enterprise organization and represent the organization to the customer, playing a key role in the service situation. Empirical evidence shows that to the extent that employees are able to provide high-quality service, customers are more likely to have a favorable evaluation of the service experience, experience higher satisfaction, and increase their purchase volume and frequency of future visits. Therefore, front-line service personnel are crucial to the success of the organization, and it is very important to understand the behavioral rules of job crafting and its influencing mechanism for improving the operational efficiency of the organization.