Having control or lacking control? Roles of job crafting and service scripts in coping with customer incivility.
基于工作要求-控制模型，研究酒店员工如何通过工作重塑（高控制策略）和服务脚本（低控制策略）应对顾客不文明行为，发现工作重塑能缓解情绪耗竭和绩效下降，而服务脚本则加剧负面影响。
Despite previous studies that examined factors that would help service employees cope with customer incivility, the role of employee-initiated job strategies has rarely been explored in the context of customer incivility. Drawing on the job demand-control model, we proposed that a high-control job strategy (such as job crafting) alleviates the deleterious effect of customer incivility on job performance through emotional exhaustion, whereas a low-control job strategy (such as service scripts) aggravates this effect. To test the proposed moderated mediation effects, we collected three-wave data from 272 hotel employees and their 54 team leaders over a 6-month period. As predicted, job crafting and service scripts performed contrasting moderating functions. Specifically, the customer incivility-emotional exhaustion relationship was weaker for employees who engaged in job crafting more often than for those who did not. Job crafting also mitigated the negative indirect effect of customer incivility on job performance through emotional exhaustion. In contrast, the customer incivility-emotional exhaustion relationship was more pronounced among employees who used service scripts more often. Service scripts further exacerbate the negative indirect effect of customer incivility on job performance through emotional exhaustion. These findings have theoretical and practical implications for occupational health research. (PsycInfo Database Record (c) 2022 APA, all rights reserved).