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

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.