English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113648/144635 (79%)
Visitors : 51574282      Online Users : 926
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/154705


    Title: Is insomnia detrimental to proactive service performance and customer-directed helping? Mediation of employee resilience and moderation of job crafting
    Authors: 鄭濬浩
    Chung, June-ho;Hur, Won-Moo;Shin, Yuhyung
    Contributors: 國貿系
    Keywords: Insomnia;Job crafting;Employee resilience;Proactive service performance;Customer-directed helping
    Date: 2024-11
    Issue Date: 2024-12-12
    Abstract: Despite the increasing severity of stressors in the service sector, little research has explored the impact of insomnia among frontline service employees (FSEs) on their service behavior, let alone the long-term consequences of insomnia. To fill this gap, this study aims to examine the mediating relationship between FSEs' insomnia, employee resilience, proactive service performance, and customer-directed helping while also exploring how job crafting moderates these relationships. To investigate the long-term effects of insomnia, we collected three-wave data from 318 FSEs in diverse service sectors over six months. The results of our mediation analyses demonstrated that FSEs’ insomnia negatively affected proactive service performance and customer-directed helping six months later by decreasing their resilience. Our findings further indicated that job crafting significantly attenuated the adverse effects of insomnia on employee resilience. In addition, our moderated mediation analyses revealed that insomnia negatively affected proactive service performance and customer-directed helping through employee resilience among FSEs engaged in a low or moderate level of job crafting. This negative effect was not observed among FSEs who engaged in high levels of job crafting, suggesting a buffering role of job crafting. These findings enrich the service literature and provide valuable insights and contributions to the field.
    Relation: Journal of Retailing and Consumer Services, Vol.81, 103955
    Data Type: article
    DOI 連結: https://doi.org/10.1016/j.jretconser.2024.103955
    DOI: 10.1016/j.jretconser.2024.103955
    Appears in Collections:[國際經營與貿易學系 ] 期刊論文

    Files in This Item:

    File Description SizeFormat
    index.html0KbHTML9View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback