Job crafting and customer service behaviors in the hospitality industry: Mediating effect of job passion

Customer service behaviors play a critical role in determining customer satisfaction. However, studies examining how employees' job crafting affects customer service behaviors are scant. The objective of this study is to examine the effect of job crafting on customer service behaviors and to clarify the mediating role of job passion. Survey data from 518 hotel employees demonstrate that job crafting is positively related to harmonious passion. Harmonious passion is positively associated with role-prescribed service behaviors and extra-role service behaviors. Obsessive passion is positively associated with extra-role service behaviors. Moreover, harmonious passion mediates the association between job crafting and customer service behaviors. This study extends current knowledge regarding job crafting and examines the associations among job crafting, job passion, and customer service behaviors. The results can serve as a reference for mangers in human resources practices and services management.