Collective job crafting and team service recovery performance: a moderated mediation mechanism

Tuan Trong Luu (Swinburne Business School, Swinburne University of Technology, Melbourne, Australia)

Marketing Intelligence & Planning

ISSN: 0263-4503

Publication date: 7 August 2017

Abstract

Purpose

The clinical team’s recovery performance for the failures in the patient care processes plays a crucial role in leveraging the healthcare service quality. The purpose of this paper is to investigate the relationship between collective job crafting and team service recovery performance via the mediation mechanism of team work engagement.

Design/methodology/approach

Clinicians including physicians and nurses from hospitals in Ho Chi Minh City of Vietnam were recruited as sources of data for the current study. Structural equation modeling was utilized to conduct the data analysis.

Findings

The data analysis demonstrated the role of team work engagement as a mediator for the positive link between collective job crafting and team service recovery performance. Serving culture was also found to have an interaction effect with collective job crafting in predicting team work engagement.

Originality/value

The current research extends service recovery research by examining service recovery performance at the team level as well as collective job crafting as its team-level antecedent.

Keywords

Citation

Luu, T.T. (2017), "Collective job crafting and team service recovery performance: a moderated mediation mechanism", Marketing Intelligence & Planning, Vol. 35 No. 5, pp. 641-656. https://doi.org/10.1108/MIP-02-2017-0025

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Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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