The link between extraversion and service outputs: a moderated mediation model of work vigor and coworker support

Abstract

Purpose

Based on the broaden-and-build theory, this study aims to clarify that the relationship between extraversion and service outcomes will be mediated by work vigor, and that, in turn, this mediating effect will be moderated by coworker support. Specifically, the authors examine vigor as an attitudinal resource to drive organizational performance.

Design/methodology/approach

This research collected 181 valid questionnaires from service industries through a two-wave survey. The authors used hierarchical regression analysis to conduct each hypothesis test. Owing to the conditional mediating effect, the authors differentiated each variable centering and used the fractional number and the product as the predictor variable, moderator, and interaction effects after centering.

Findings

The relationships between extraversion and customer orientation and service performance mediated by work vigor in that the indirect relationships are stronger when perceived coworker support is higher than is lower.

Research limitations/implications

Future studies are suggested to probe into different forms of social support (e.g. family support), mechanisms of coworker support (e.g. task-related vs. non-task-related assistance), and different workplace contexts.

Practical implications

Extraversion, as a personality trait, is a significant reference index to examine an applicant's qualifications during recruitment, particularly in service organizations. Appropriate job assistance and emotional conciliation from coworkers can effectively facilitate employees' work vigor and service outputs.

Originality/value

Previous studies suggested the influence of different personality traits on different dimensions of work engagement. Accordingly, investigation indicates that extraversion can effectively predict work vigor which is an important attitude of willingness to put personal efforts at work to facilitate frontline service outcomes.

Citation

Hu, W.-H. and Lin, C.-J. (2021), "The link between extraversion and service outputs: a moderated mediation model of work vigor and coworker support", Journal of Service Theory and Practice, Vol. 31 No. 6, pp. 974-995. https://doi.org/10.1108/JSTP-02-2020-0039