Unleashing service recovery excellence: exploring the power of dimensional autonomy and thriving at work as catalysts during COVID-19

Farid H., Zhang Y., Tian M., Raza J., Aamir M.

The present study explores the link between organizational supportive measures i.e., perceived organizational support during COVID (POS-COV) and employees’ satisfaction with the organization’s COVID-19 responses (SOCV19R) in boosting employees’ thriving at work leading to their job performance grounding on the conservation of resources (COR) theory. The study further delves deeper into how servant leadership moderates the rapport between (POS-COV, SOCV19R) and thriving at work. Two wave dyadic data from 265 full-time frontline hotel workers in China, through a simple random sampling technique and adapted questionnaire design based on 5-point Likert scale. The study performed analysis including descriptive statistics, correlation, multicollinearity diagnosis, reliability, validity, and model fitness indexes. It further examined the direct, indirect and moderation analysis based on 5000 bootstrapped samples with 95% confidence interval through the Structural equation model (SEM) technique using AMOS and PROCESS macro comprising five hypotheses. The results illustrate that POS-COV and employees’ SOCV19R tend to influence employees’ thriving positively and thriving affects job performance positively. Thriving mediates (POS-COV, SOCV19R) and job performance. Servant leadership moderated the positive link between (POS-COV, SOCV19R) and thriving. This study brings inferences for the hospitality industry by highlighting the importance of organizational supportive measures to promote their thriving and job performance amid COVID-19.

Wu C., Chen T., Wang Y.

Building upon self-determination theory and social exchange theory, this study proposes a research framework and examines the formation of service innovation performance. Data was collected during the COVID-19 pandemic in 2021. A total of 374 hotel employees from 92 departments were collected in Taiwan. The results revealed that both leader-member exchange (LMX) and coworker support exert positive effects on thriving at work and change-oriented organizational citizenship behavior (OCB). Besides, thriving at work exerted positive effects on change-oriented OCB, and change-oriented OCB exerted positive effects on service innovation performance. Furthermore, thriving at work partially mediated (1) the relationship between LMX and change-oriented OCB, and (2) the relationship between coworker support and change-oriented OCB.

Jindal D., Boxall P., Cheung G.W., Hutchison A.

PurposeThe authors examine the interactive effects of work engagement and work autonomy in enhancing job crafting behaviour and performance.Design/methodology/approachDyadic data from a sample of 320 white-collar employees in an Indian manufacturer are analysed through structural equation modelling.FindingsThe level of job crafting is highest when both work engagement and work autonomy are high. Job crafting fully mediates the interactive effect of work engagement and autonomy on task performance and partially on contextual performance.Practical implicationsThere is value in reviewing organisational constraints on employee autonomy to foster the ways in which highly motivated workers can craft their jobs and, thus, maximise their performance.Originality/valueThis study demonstrates the interactive effects of work engagement and autonomy in enhancing job crafting and, through this mechanism, employee performance.

Ortiz-Bonnin S., Blahopoulou J., García-Buades M.E., Montañez-Juan M.

PurposeThis study examines how satisfaction with work-life balance (WLB) in combination with satisfaction with organization's COVID-19 responses (SOCV19R) helps to enhance subjective well-being and performance during the lockdown due to COVID-19.Design/methodology/approachThe data of this time-lagged study were gathered through an online survey with three-waves between March and May 2020 in Spain (N = 167). Hierarchical multiple regression and PROCESS were used to test the hypotheses.FindingsDirect relationships between SOCV19R and subjective well-being and performance were not significant. Instead, SOCV19R increased employees' well-being and performance through a higher satisfaction with WLB (full mediation).Originality/valueThe novelty of this study is the evaluation of SOCV19R as a form of organizational support in times of crisis. This study suggests that a good organizational reaction to face a crisis such as the pandemic, encourages employees' WLB and helps them to boost their well-being and performance. It may be concluded that work-life balance (WLB) in Spain was seen as a luxury in good times and turned out to be a necessity in bad times. The present study recommends practical implications and provides lessons for human resource management for future crises or similar work conditions.

Adamopoulos I., Lamnisos D., Syrou N., Boustras G.

• There are increased levels of emotional exhaustion Greek Public Health Inspectors - (PHI). • Decreased levels job satisfaction among (PHI). • Emotional exhaustion was linked to psychosocial and ergonomic job risks. • Indicating high job demands, and harassment contribute to work-related stress. • Exposure to Chemical and Biological agents are perceived by(PHI) as more prevalent in terms of frequency and severity. • Risk factors that were identified, lack of personal protective equipment & overlapping of responsibilities. This is a cross-sectional, nationwide pilot study conducted in the first quarter of 2021 in Greece. The aim of this study was to report the job risks of public health inspectors in Greece and investigate possible relationships with burnout and job satisfaction. An online survey was created, and the web link was distributed to respondents by email, through the National Public Health Inspectorate Administration, while anonymity was retained. A total number of 78 Public Health Inspectors were contacted and 46 responses were collected (response rate 58.97%). The study found that biological, ergonomic, and psychosocial risks are perceived as most severe in public health inspection. Higher levels of emotional exhaustion were associated with more prevalent ergonomic and psychosocial risks. Job satisfaction was associated with ergonomic risks, but it was most strongly predicted by demographic variables. Perceived quality of job training was found to be negatively related to psychosocial risks. It was concluded that Public Health Inspectors in Greece face a variety of job risks the severity of which contribute to burnout and more specifically to emotional exhaustion. These findings are among the first to address occupational health and safety of Public Health Inspectors in Greece and worldwide and can contribute significantly to the development of the appropriate framework to reduce job risks and emotional exhaustion among employees of Public Health Inspection.

Sarfraz M., Ji X., Asghar M., Ivascu L., Ozturk I.

The coronavirus pandemic (COVID-19) has undoubtedly created immense health problems in the global healthcare sector. Apart from its impact on physical health, it has devastatingly affected the psychological well-being of individuals. Based on Affective Events Theory (AET), the current study aims to contemplate the relationship between Fear of COVID-19 (CVF), psychological concerns (PC), and financial concerns (FC) while considering the impact on the healthcare employees’ job performance (JP). Moreover, this study investigates the mediating role of job anxiety (ANX), stress (ST), and depression (DEP). The data were collected through an online structured questionnaire (Google Forms) from 489 employees working in the healthcare centers of Pakistan. The structured equation modeling (partial least square) approach is adopted for data analysis. The study results showed that Fear of COVID-19, psychological and financial concerns positively and significantly affect healthcare workers’ job performance. Depression, anxiety, and stress mediated the relationship between Fear of COVID-19, psychological concerns, financial concerns, and job performance. The study theoretically and practically contributes to the existing literature on psychological and mental health by providing a better understanding of the individual variables that affect employees’ job performance.

Magson N.R., Craven R.G., Ryan R.M., Dillon A., Mooney J., Blacklock F., Yeung A.S., Kadir M.S., Franklin A.

Self-determination theory (SDT) posits universality without cross-cultural uniformity of the three basic psychological needs (autonomy, competence, and relatedness) which have been associated with desirable job outcomes. Yet these promising directions in theory and research have not been extended to Indigenous samples and different occupational types. This is unfortunate as Indigenous peoples globally remain the most disadvantaged on all socio-economic indicators, including employment. This study adopted a strengths-based approach to investigating associations between SDT’s need satisfaction and job outcomes in Australian Indigenous and non-Indigenous professionals and non-professionals. Participants included 1,146 Indigenous (48.8%) and non-Indigenous Australians (39.1% men), aged 18 to 81 years ( Mage = 43.54). Structural equation modeling (SEM) revealed that autonomy and competence need satisfaction were associated with multiple positive work outcomes and less job ambiguity, whereas satisfaction of the need for relatedness was associated with increased job satisfaction and greater resilience in the workplace. Moderation by Indigenous status and occupation type revealed few differences in the direction and strength of the associations between need satisfaction and job outcomes. However, non-professionals reported significantly lower satisfaction of all three needs, and Indigenous participants reported significantly lower levels of autonomy need satisfaction. As need satisfaction was shown to be equally beneficial for all workers regardless of culture or occupation type, these findings highlight the need for employers to invest more in cultivating the need satisfaction of their Indigenous and non-professional staff. Overall, the results extend upon previous research by demonstrating that SDT is generalizable to an Australian Indigenous population and that workplace need satisfaction is important for Indigenous and non-professional employee outcomes.

Vu T., Vo-Thanh T., Nguyen N.P., Nguyen D.V., Chi H.

How do organizations and employees react to the COVID-19 pandemic? Can workplace safety management practices (WSPs) maintain employees' organizational citizenship behavior (OCB) in this time of global health crisis? Can employees' perceptions of the risk associated with COVID-19 and job insecurity mediate the WSPs-OCB relationship? Drawing upon social exchange and protection motivation theories, this research aims to answer such questions. Analyzing the survey data from 501 Vietnamese employees using SmartPLS software, we find that WSPs positively influence the OCB and negatively influence the perceived job insecurity. Furthermore, the perceived risk associated with COVID-19 positively affects perceived job insecurity and OCB. Unexpectedly, in the context of Vietnam, a developing country with a collectivist culture, WSPs increase the employees' perceived risk associated with COVID-19 instead of reducing their fear. Also, employees' perceptions of job insecurity are not statistically correlated with OCB. In addition, we reveal a partial mediating role of the perceived risk associated with COVID-19 in the WSPs-OCB relationship. This research highlights the power of WSPs as well as measures to psychologically reassure employees during the pandemics.

Farid H., Xiongying N., Raza J., Gul H., Hanif N.

This study tests a model of three-dimensional organizational justice (i.e., distributive, procedural, and interactional) and extra-role customer service, with thriving at work as a mediator, based on social exchange theory. We also explore how servant leadership moderates the linkages between these organizational justice dimensions and thriving. Our analysis of data collected from 292 employee-supervisor dyads in the hotel industry affirms that organizational justice dimensions are positively associated with thriving, and thriving is positively related to extra-role customer service. The analysis also corroborates that thriving mediates the associations among distributive, procedural, interactional justice, and extra-role customer service. Moreover, servant leadership strengthens the positive relationships of all three organizational justice dimensions and thriving at work. Building on the analysis results, our study discusses theoretical contributions and practical implications related to the perception of justice in enabling thriving and illustrates how social exchange shapes employee behavior.

Azeem M., Ahmed M., Haider S., Sajjad M.

This research empirically investigates the relationship between organizational culture, knowledge sharing, organizational innovation, and competitive advantage. Data were collected from 294 industrial managers, and PLS-SEM was used to validate data and examine the hypothesized relationships. Results revealed that organizational culture, knowledge sharing, and organizational innovation positively affect competitive advantage. More specifically, organizational culture fosters knowledge-sharing and innovation activities among the workforce and links them with high-level business processes that could be conducive to acquiring advanced manufacturing capabilities. The present study highlighted that organizational culture is indispensable for business operational success, and knowledge-sharing and organizational innovation appear to be key drivers for gaining competitive advantage. • Organizational culture is important to sustain competitive advantage. • We suggest KS and OI as modern-firms drivers important to expand CA. • This study explores KS and OI contribute to sustainable business development.

Shifrin N.V., Michel J.S.

Flexibility regarding where and when work is completed is becoming increasingly available to employees, especially following the COVID-19 outbreak and subsequent shift in the nature of work. There is a plethora of research linking various flexible work arrangements (FWA) to a variety of positive outcomes across domains including reduced work–family conflict, better psychological health, and increased role satisfaction. While several studies have suggested that FWA are related to positive health, others have found no relationship between flexible work arrangements and health outcomes. To clarify these inconsistent findings, the current meta-analytic review (k = 33, n = 90,602) examines the relationship between flexible work arrangements available to employees and health behaviours and outcomes, specifically physical health, absenteeism, somatic symptoms, and physical activity. Results demonstrate that FWA are associated with better physical health, reduced absenteeism, and fewer somatic symptoms, suggesting that flexible work arrangements can facilitate employees in maintaining their health. There was no association between FWA and physical activity, though these results should be interpreted cautiously given the limited number of primary studies examining this relationship. These findings hold implications for future research and practice, including support for offering individualised flexible work arrangements as means of promoting employee health. [ABSTRACT FROM AUTHOR] Copyright of Work & Stress is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Ray T.K., Pana-Cryan R.

Work organization practices, including work flexibility, are changing and can affect worker well-being. Common work flexibility types include working at home, taking time off when needed, and changing one’s work schedule. Given the changes in and the importance of work flexibility, the study assesses its prevalence and association with worker well-being in the United States. We used 2002–2018 General Social Survey—Quality of Worklife (GSS-QWL) data, descriptive statistics, and regression analyses to assess the reported likelihood of job stress, job satisfaction, healthy days, and days with activity limitations among workers reporting work flexibility. The prevalence of work flexibility remained relatively stable during the period examined. Working at home increased the likelihood of job stress by 22% and job satisfaction by 65%. Taking time off decreased the likelihood of job stress by 56% and days with activity limitations by 24%, and more than doubled the likelihood of job satisfaction. Changing one’s schedule decreased the likelihood of job stress by 20% and increased the likelihood of job satisfaction by 62%. This study used all the available data from GSS-QWL and demonstrated the ongoing importance of work flexibility for well-being.

Rampa R., Agogué M.

The resilience of organizations is increasingly dependent on their ability to develop radical innovation capabilities. While the literature documents numerous cases of organizations that already have radical innovation capabilities, the question of organizational devices that can be used to stimulate the emergence of such capabilities remains poorly addressed. Specifically, training for innovation and creativity has been proposed as a means to foster innovation capabilities; however, there has been little empirical evidence concerning the long‐term impacts of such training. To fill this gap, this article aims to document and evaluate the efforts of the research institute of a major Canadian energy company to provide training for innovation and creativity to initiate a radical innovation capability. We rely on a longitudinal study over the span of 18 months, where we observed 128 h of training and conducted 70 semi‐structured interviews with a sample of 40 researchers. We found that training for creativity and innovation has the potential to develop individual creative skills for exploration, to catalyze and federate collective action through common methods and a shared sense of what innovation entails, and to help create a common language and vocabulary between the different groups or divisions of an organization to talk about exploration.

Jung H.S., Jung Y.S., Yoon H.H.

COVID-19 has caused an unprecedented crisis in all industries around the world. This study sought to verify that job insecurity, as perceived by deluxe hotel employees, significantly affects their job engagement and turnover intent and to determine the moderating effect of generational characteristics. The finding showed that perceptions of job insecurity had negative effects on the engagement of deluxe hotel employees. Also, employees' job engagement can decrease turnover intent. The engagement of employees fully mediated the relationship between perceptions of job insecurity and turnover intent, and job insecurity caused by COVID-19 had a greater influence on Generation Y than Generation X in reducing job engagement, indicating that the negative impact of job insecurity is higher in Generation Y.

Grobelna A.