The Role of Moderators in Linking Job Crafting to Organizational Citizenship Behaviour: A Study on the Indian Hospitality Sector

Abstract

The purpose of this article is to test the conceptual model that addresses the association between job crafting (JC) and organizational citizenship behaviour (OCB) and also highlights how mindfulness and trust influence the JC and OCB relationship of front-line employees in hospitality sector. The data for the present study was collected from 246 front-line employees of Delhi-NCR regions of northern India. In order to avoid common method variance effect, the data was collected in two phases, namely T1 and T2. Techniques such as exploratory factor analysis (EFA), discriminant validity and confirmatory factor analysis were used to test the hypothesized model. The results show that JC strengthens OCB and also found that trust and mindfulness act as moderators for JC and OCB relationship. JC will help employees to manage their resources efficiently and this process of seeking resources and challenges at work is likely to increase OCB. Mindfulness promotes concentration and interest on work which in turn helps employees to explore new and creative ways to improve their work and makes it more meaningful which in turn improves the organization. The authors could not locate any study on JC in the Indian hospitality industry. In hotel industry, satisfaction and engagement of hotel workers is essential for superior customer service. Therefore, the outcomes of this research work could be helpful to the hotel managers in finding the alternative ways to motivate and engage employees in order to generate OCB. As the sample consisted of only 246 respondents belonging to the North Indian region, therefore, the outcomes of the study cannot be generalized. In future research, retesting of the new model can be done on a larger sample and different cultural contexts. Extended work of the current research work is likely to highlight the possible implications of JC in facilitating positive organizational outcomes and increased prosocial behaviour.