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Researchers and practitioners have remarked the critical nature of job crafting for employee and organizational effectiveness in the hotel industry. However, few studies have investigated the determinants of job crafting, especially the role of personality traits. Hence, this study aims to address this research gap by exploring how job resourcefulness influences job crafting and by clarifying the mediating role of work engagement.

The sample of the present study comprised 433 Taiwanese frontline hotel employees. The hypothesized relationships were tested using structural equation modeling.

The results reveal that job-resourceful employees tend to engage themselves at work. Engaged employees tend to craft their jobs individually and collaboratively. That is, work engagement is a mediator between job resourcefulness and job crafting. Finally, the job resourcefulness–work engagement–individual crafting relationship is closer than the job resourcefulness–work engagement–collaborative crafting relationship.

The findings suggest that job resourcefulness can be considered as a criterion in selecting and retaining employees. Work engagement may serve as a mechanism for interpreting the relationship between job resourcefulness and job crafting. This study provides crucial insights to help hotel managers seek and aid employees who can actively reshape their work conditions. However, the sample comprises only frontline hotel employees and the generalization can be considered in the future studies.

This research is the first to examine the psychological process that mediates the connection between job resourcefulness and job crafting. The findings of this study contribute to the theory of the relationship between personality traits and job crafting and may serve as a reference in related practices.

This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance.

In this study, call centre FLEs completed a self‐administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53.

The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE service recovery performance.

Limitations of the study include the generalisability of the findings within one organisational context. Suggestions for future research include an examination of other personality traits specific to FLE jobs such as customer orientation.

The research advances understanding of the relationships between role stressors, emotional exhaustion, depersonalisation, job resourcefulness as a situational personality trait and FLE service recovery performance in a call centre environment. The findings highlight the value of job resourceful FLEs, and suggest a number of practical implications for the identification, recruitment and retention of call centre FLEs.

No attention has been given to examining the role of situational personality traits and their effect on the burnout process. By extending previous research on the relationship between role stressors and burnout symptoms, this study investigates the impact of job resourcefulness in the burnout process and in influencing the service recovery performance efforts of call centre FLEs directly.

Prosocial service behaviors play a major role in the hospitality industry. However, few studies have examined how job resourcefulness affects prosocial service behaviors. This paper aims to investigate the relationship between job resourcefulness and prosocial service behaviors as well as clarify the mediating effect of work engagement.

A questionnaire was developed to collect data from 282 frontline service employees in Taiwan’s hotel industry. Structural equation modeling was conducted to test the hypotheses of this research.

The results indicate that job resourcefulness is positively related to role-prescribed service behaviors, extra-role service behaviors and cooperation. Furthermore, work engagement mediates the relationship between job resourcefulness and prosocial service behaviors.

The design of cross-sectional research restricts inference to the findings of cause–effect relationships. Also, the design of this study could not rule out the effect of common method variance, as all the data used in the study were acquired using the same questionnaire.

The current study contributes to the hospitality management research by investigating the link between job resourcefulness and prosocial service behaviors, and elaborating the partially mediating role of work engagement in this relationship.

The study aims to examine whether job resourcefulness affects task performance through job crafting at the within-person level.

The data were collected from employees of the tour and travel firms and their supervisors. Multilevel structural equation modeling (MSEM) was used for analysis due to the repeated data structure, for example, days (n = 900) nested in individuals (n = 180).

Results show a positive association between job resourcefulness and task performance, with the full mediation of job crafting at the within-person level.

The study concludes that variation in job resourcefulness impacts job crafting and task performance at the within-person level.

This study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with the capacity to ameliorate burnout. Using data from Call Center frontline employees (FLEs) in a New Zealand banking context, the paper seeks to investigate the direct influence of job resourcefulness in a model examining the antecedents and outcomes of burnout.

Call Center FLEs completed a self‐administered questionnaire on job demands, job resources, burnout symptoms, job resourcefulness and service recovery performance. Data obtained from the FLEs were analyzed using the SEM‐based Partial Least Squares (PLS) methodology.

Eight of the 14 advanced hypotheses were supported and the results suggest that job resourcefulness plays a significant role in burnout and in influencing Call Center FLE service recovery performance.

Limitations of the study include the generalizability of the findings since the study was conducted within one organizational context and one country. Suggestions for future research include an examination of job resourcefulness as a moderator in the JD‐R model of burnout and other personality traits specific to frontline employee jobs such as Customer Orientation.

The research advances understanding of burnout, personality traits and FLE service recovery performance in a Call Center context and the findings indicate that managers can take actions on a number of fronts to assist in reducing burnout symptoms and progress toward the achievement of Call Center service recovery excellence.

Previously, no attention has been given to understanding the antecedents of service recovery performance mediated by the symptoms of burnout in a Call Center context. In addition, there has been no attempt to examine the role of situational personality traits and their effect in burnout. By expanding existing burnout research, the study investigates a partial mediated model of burnout and its influence on Call Center FLE service recovery performance.

The purpose of this paper is to report the findings of a study examining the relationship between authentic leadership (AL), attitudes and employees’ behaviours. More specifically, how AL influences affective commitment, job resourcefulness and creativity, which, in turn, influence individual performance.

Empirical research has analysed the data from a questionnaire administered to a sample of 543 employees belonging to various public and private organisations in Cape Verde. The model was tested using structural equation modelling.

The results reveal that AL influences employees’ attitudes (affective commitment and job resourcefulness) and their creativity, affective commitment and job resourcefulness predict the employees’ creativity, and job resourcefulness and creativity predict individual performance.

The results from this study can help managers to understand how to increase employees’ creativity and performance through AL, affective commitment and job resourcefulness. Indirectly, the study also suggests that organisations should focus on selecting leaders with authentic features and implement appropriate training activities, coaching and development that aim to increase AL since this may well result in a positive impact on employees’ attitudes and behaviours.

The originality of this study is that it focusses on the integration of the five concepts, AL, affective commitment, job resourcefulness, creativity and individual performance, in a single study, providing a model that depicts the chain of effects between AL, employees’ attitudes, employees’ creativity and individual performance.

Given the increasing intensity of highly competitive markets, this study aims to evaluate the effect of salespeople's emotional regulation, adaptive selling and customer-oriented behavior on sales performance.

A research model was tested by using a sample of 288 respondents from the logistics industry in Taiwan. Structural equation modeling was used to examine the relationships between emotional regulation, adaptive selling, job resourcefulness, customer-oriented behavior and sales performance.

The results indicate that emotional regulation, adaptive selling and job resourcefulness can improve customer-oriented behavior, and that customer-oriented behavior and job resourcefulness can enhance sales performance. By highlighting the role of job resourcefulness, the authors find a positive moderating effect among these four dimensions.

The findings can help salespeople integrate customer-oriented behaviors into strategic changes to regulate their own emotions and those of others to productively address and resolve difficult business conditions. The theoretical and managerial implications of this work's contributions to international logistics are also discussed.

The purpose of this paper is to explore and present the process of management as viewed through the lens of spirituality at work, and to identify the influence of a spiritual environment on individual performance, mediated by job resourcefulness and moderate by affective commitment. Structural equation modeling was used.

The sample size consisted of 273 individuals from Portugal. The methodological design is quantitative. Exploratory and confirmatory factor analysis were used to assess construct validity based on AMOS 21.

The results show that with the implementation of a spirituality culture, this fact increases the presence of spirituality at work and the individual performance, mediated by job resourcefulness.

There are methodological limitations, because the work is based on “perceptions.” Another limitation is about spirituality at work conceptualization, considering it is still subject to different perspectives and definitions.

The findings can provide fundamental guidance for managers and academics to implement a set of practices that promote the presence of spirituality at work as a new management tool to run a company.

Drawing on the conservation of resources theory, this study aims to apply the emotional labour concept to illustrate about the relationship between customer orientation (CO) and job burnout, further demonstrating how the relationship is established in the hospitality industry. This study intends to find that emotional intelligence moderates the relationship between CO and emotional labour.

The study uses descriptive statistical analysis and reliability analysis. Then, the study uses confirmatory factor analyses to ensure the model fit and discriminant validity of the measures. Finally, the hypothesised relationship model is tested and analysed via regression analysis.

The study finds three dimensions of emotional labour all partially mediated the relationship between CO and job burnout. Meanwhile, the study finds that emotional intelligence would moderate the relationship between CO and three dimensions of emotional labour.

First, the respondents in this study come from five-star hotels in Beijing, China. As the results of this study are based on a sample of Chinese five-star hotel employees, the selection of a single service setting and a single country may raise concerns for the issue of generalisability. Thus, the findings of this study may not generalise to other hospitality contexts, other cultures or other times; research in other settings, geographical areas or times might yield different results.

High employee job burnout is a thorny problem in the hospitality industry, so it is a great challenge for hospitality management to solve high employee job burnout. As a personality resource, CO will decrease job burnout. Emotional labour is a common issue in hospitality. The study intends to explore the lived experiences of the frontline employees in hospitality industry to explain the role of CO directives on employee job burnout in an emotional labour perspective. The results give suggestions for the hospitality management.

After reviewing of relevant literature, two research gaps are found. First, despite the amount of research showing a negative relationship between CO and job burnout, remarkably little is known about how these relationships are established. Second, a more important gap lies in overlooking the emotional nature of hospitality service work. The results of the study can fill the theoretical gap.

First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should teach and train the employees about the proper control of emotional labour. Third, the recruitment and selection of frontline employees should incorporate an assessment of the level of emotional intelligence; meanwhile, it is necessary to strengthen the emotional intelligence training.

The purpose of this paper is to examine whether the frontline employees’ emotional labour can illustrate the relationship between customer orientation (CO) and turnover intention in the hospitality industry. The study applies the job demands and resources (JD-R) theory to explain the relationship between variables in the proposed model.

The paper surveys a sample of 378 frontline employees in the hospitality industry.

The findings of this study show that the CO is strongly and positively associated with turnover intention. The three dimensions of emotional labour are all partially mediated with the relationship between CO and turnover intention.

The limitations of this study include the sample came from seven five-star hotels in Beijing, China. This study used perceptual self-reported measures, which may generate exaggerated relationships among variables. These issues are addressed in the analysis.

First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should train employees in the proper control of emotional labour.

Hospitality should make efforts to supply job resources, such as providing delicious food; more promotion opportunities; better training and recreation programs; more clarified job definitions; and position autonomy. Moreover, good interpersonal relationships, regular recreational activities and sharing working experiences with colleagues may be applied to cope with job demands.

This study is to explain the roles of the three dimensions of emotional labour (surface acting, genuine emotion and deep acting) in the relationship between CO and turnover intention. More specifically, this study demonstrates why hospitality employees with high (or low) CO have low (or high) levels of turnover intention applying the concept of emotional labour based on JD-R theory.