ScholarOne - The Dual-Path Mechanism Underlying the Influence of
Customers' Negative Feedback on the Job Crafting of Front-Line Employees
- Jiang Yun,
- Bo Liu,
- Jinjin Zhao
Abstract
Although prior literature has generally focused on the important role of
customers' negative feedback in shaping employees' behaviour, these just
mentioned the one-sided effect on the cognition or emotion of employees
only briefly. However, previous studies has not provided an in-depth
discussion of whether customers' negative feedback has both positive and
negative effects. Based on the CAPS, we constructed a dual-path model of
the impact of customers' negative feedback on job crafting via cognitive
and affective paths, discussed the moderating effect of error management
climate. A two-wave survey design is used to examine these assumptions
with data collected from 392 front-line employees in various tourism and
hospitality companies. As anticipated, we found that customers' negative
feedback can play a double-edged sword role in each of the two paths,
while error management climate moderated this dual-path mechanism.
Overall, we conclude by discussing the theoretical and practical
implications of our findings.26 Dec 2023Submitted to Advance 27 Mar 2024Published in Advance