Research Article
The impact of customer empowerment behaviour on service workers' craftsman spirit: the role of professional identity enthusiasm and perceived organizational support
@INPROCEEDINGS{10.4108/eai.24-2-2023.2330681, author={Ping Shi and Junhong Wang}, title={The impact of customer empowerment behaviour on service workers' craftsman spirit: the role of professional identity enthusiasm and perceived organizational support}, proceedings={Proceedings of the 2nd International Conference on Engineering Management and Information Science, EMIS 2023, February 24-26, 2023, Chengdu, China}, publisher={EAI}, proceedings_a={EMIS}, year={2023}, month={6}, keywords={customer empowerment behaviour; professional identity; perceived organizational support; craftsman spirit; service employees}, doi={10.4108/eai.24-2-2023.2330681} }- Ping Shi
Junhong Wang
Year: 2023
The impact of customer empowerment behaviour on service workers' craftsman spirit: the role of professional identity enthusiasm and perceived organizational support
EMIS
EAI
DOI: 10.4108/eai.24-2-2023.2330681
Abstract
Customers' increasing demand for service quality has brought new challenges to the development of enterprises, and the cultivation of employees' craftsman spirit is conducive to the sustainable development of the service industry. Based on self-determination theory, this study examines the impact of customer empowerment behaviour on craftsman spirit by including professional identity and perceived organizational support in the research framework, taking the work of service workers as the object of study. A regression analysis of 399 questionnaires revealed that customer empowerment behaviour was significantly and positively related to service employees' craftsman spirit; the relationship between customer empowerment behaviour and craftsman spirit was partially mediated by occupational identity; and the relationship between occupational identity and craftsman spirit was mediated by perceived organizational support. In addition, perceived organizational support effectively moderates the mediating role of occupational identity, the intensity of the intermediary of occupational identity increases with the level of perceived organizational support. The results of this study have enriched the research on craftsman spirit in the service industry to a certain extent, and provide inspiration for the better development of the service industry.
