Unleashing employee potential: The effects of customer-empowering behaviors on job crafting in hospitality industries

Abstract

Drawing upon an extensive analysis of customer-empowering behaviors (CEBs) research, this study strives to better understand the impacts of perceiving such authorization among service employees in hospitality industries. Employing a multi-wave questionnaire and a scenario-based experiment, we unveil three key findings: First, CEBs significantly influence service employees’ job crafting. Second, self-efficacy in service delivery serves as a mediator between CEBs and job crafting. Third, the unit’s climate of concern for customers not only moderates the association between CEBs and employees’ self-efficacy in service delivery, but also shapes how these behaviors indirectly affect job crafting. This research contributes to the existing literature on empowerment in service encounters and offers significant practical value to service enterprises.