Master of Science / Department of Hospitality Management and Dietetics / Jichul Jang / Working as a front line employee in the hospitality industry is not always easy. There can be long working hours, high work demand and many other disadvantages that can lead to increased stress on an employee of the industry. These disadvantages have led to one of the highest turnover rates compared to most other industries (NRA, 2017). Managers have been looking at possible ways to reduce turnover by giving employees more freedom. In most organizations, the manager implements changes in each employee’s job design and roles within the organization. Recent job design has focused on letting the employee develop some of the task they do. This certain type of job redesign is called job crafting. Job crafting is a theoretical concept where an employee is allowed to implement change or redesign certain aspects of their job (Wrzesniewski & Dutton, 2001). According to Wrzesniewski and Dutton (2001), the three main ways that one can craft their job are through changes in work tasks, relationships, and perception of one’s job. So the question is, “How does job crafting have a creative impact on front line hospitality employee behavior at work?” The purpose of this study is to examine whether job crafting is related to creative self- efficacy, which can in turn lead to employee organizational citizenship behaviors. That is, the more employees participate in crafting activities, the more they will believe that they can be creative and follow through with their creative idea, which will lead the employees to having more organization citizenship behavior. The sample for this study consists of 323 front line employees in the hotel industry. Participants’ job crafting, creative self-efficacy and organizational citizenship behaviors were measured. After running the variables through a regression analysis, the results showed a significant positive relation between job crafting and organizational citizenship behavior with creative self-efficacy as a mediator. From a theoretical perspective, this study contributes to an understanding of organizational citizenship behavior in the hotel context by shedding light on the role of job crafting. Practical implications from this study could encourage managers that are focused on improving organizational citizenship behavior in their hotels to look into promoting job crafting.

El propósito de esta investigación es determinar el efecto del job crafting sobre la intención de rotar, así como comprobar el rol mediador del burnout y el engagement sobre las relaciones entre las demandas y recursos laborales respectivamente y la intención de rotar dentro de empresas de call center de Lima-Perú. Para ello, se plantearon tres hipótesis de investigación. En primer lugar, se empleó la definición de intención de rotar de Mobley et al. (1978) en el marco del modelo de demandas y recursos laborales de Bakker y Demerouti (2013), donde se aborda el proceso de deterioro de la salud (burnout) y el proceso motivacional (engagement) como variables mediadoras de la relación entre las demandas y recursos laborales y la intención de rotar y se incorpora a dicho análisis, la determinación del efecto indirecto del job crafting. Para este fin, se diseñó un estudio cuantitativo no experimental de tipo explicativo-predictivo de corte transversal. Participaron en el estudio 518 colaboradores de tres empresas de call center dedicadas a la venta de servicios de telefonía en Lima; los colaboradores completaron las escalas de medición de las respectivas variables del estudio durante su jornada de trabajo. Los resultados del modelo de ecuaciones estructurales confirmaron las tres hipótesis del estudio, destacando que el burnout cumple un rol mediador en la relación positiva de las demandas laborales y la intención de rotar, el engagement mantiene un rol mediador sobre la relación negativa entre recursos laborales y la intención de rotar, así como el efecto indirecto del job crafting que reduce la intención de rotar, a través del engagement y el burnout de forma simultánea. De este modo, destaca el efecto que tiene el ser humano (job crafter) sobre su medio de trabajo para hacerlo un mejor lugar para trabajar. Finalmente, el estudio propone un plan de acción con el fin de reducir la intención de rotar en los colaboradores de las empresas de call center estudiadas, a través de la intervención eficiente sobre las variables organizacionales e individuales que, de acuerdo a los hallazgos de la investigación, tienen mayor efecto para la reducción del burnout y el incremento del engagement, así como la promoción de prácticas individuales del job crafting en los colaboradores.

<p>Job crafting refers to work-related behaviors employees take to make their job better fit with their preferences. While job crafting is based on the premise that employees can make such proactive changes on their own volition, recent work has suggested social context plays an important role in determining whether an employee has the opportunities and ability to engage in job crafting. Such contextual factors include the level of support one’s manager provides as well as one’s ability to obtain instrumental resources such as information and advice as well as emotional resources such as social support from the wider organizational community. Applying conservation of resources (COR) theory, Study 1 proposes that when a manager is perceived to provide a low level of support, employees can leverage their social network in order to engage in job crafting initiatives. For instance, when one’s manager offers relatively little encouragement and availability, it can hinder their subordinate’s ability to engage in job crafting. Additionally, when one’s manager has relatively low status in the organization, they may be less able to help their subordinates develop a network to obtain the types of instrumental resources that fuel job crafting behaviors. Findings based on a survey of 276 full-time workers suggest that employees seeking to job craft can compensate for their manager’s shortcomings by building bonding social capital in the former scenario (i.e., when the manager offers little encouragement and availability) and bridging social capital in the latter (i.e., when the manager has relatively low status). Study 2 focuses on the extent to which employees with differing dispositions towards their work engage in different kinds of job crafting behaviors. Findings from survey data (<em>n</em> = 307) suggest that compared to career orientation (i.e., the tendency to view work as a means for advancement and status enhancement), calling orientation (i.e., the tendency to view work as one’s “calling” in life) reduces the tendency for employees to engage in withdrawal behaviors. However, both calling and career orientation were associated with the tendency to proactively leverage technological and other knowledge-based resources in the execution of their work. Additionally, the study tests how virtual work contexts may influence how employees across different dispositional types engage in specified forms of job crafting. Findings suggest these dynamics persist regardless of telecommuting frequency. Implications for theory and practice are provided for both Studies 1 and 2. </p>

Magister Commercii (Industrial Psychology) - MCom (IPS) / The construction industry plays a crucial role in the South African economy. In this high-risk industry, a lack of engagement by employees can have serious and costly health and safety consequences. Because construction companies work under conditions of tight deadlines and stringent requirements, executives and managers are often unable to reduce the demands on their employees. Hence, if employees are to increase their own levels of work engagement (and so improve health, promote safety, and guard against burnout), they need to exert personal agency by recrafting their own jobs. The term job crafting refers to proactive employee behaviours that seek to optimise the work environment, frequently by addressing the balance between job demands and job resource. Previous literature suggests that employees who use job crafting behaviours show higher work engagement, lower disengagement, more positive emotions, and better adaptive performance.

Job Crafting – durch Beschäftigte initiierte Veränderungen des Jobs – hat in der Wissenschaft und Praxis in den letzten Jahren einen hohen Stellenwert eingenommen. Die Job Crafting Literatur hebt besonders die positive Seite des Job Craftings hervor – sowohl auf inter- als auch intraindividueller Ebene. Allerdings scheinen Job Crafting und seine Folgen komplexer zu sein und benötigen ein besseres Verständnis. Daher war das Ziel der Dissertation bisherige Job Crafting Theorien anhand von drei Ansätzen zu erweitern. Dafür habe ich vier Studien durchgeführt, aus denen drei Manuskripte hervorgingen. Erstens, in Studie 1 bezog ich mich auf die ressourcen-konsumierende Natur des Job Craftings und fand einen kurvilinearen Job Crafting-Effekt auf das Arbeitsengagement. Dies galt nur für erschöpfte Beschäftigte (d.h. Moderationseffekt). Zweitens, Studie 2 fokussierte sich auf den fluktuierenden Anteil des Job Craftings innerhalb von Beschäftigten (d.h. intraindividuelle Ebene) und untersuchte reziproke Beziehungen zwischen Job Crafting, Arbeitsengagement und Leistung von einer zur nächsten Woche. Daten aus einer wöchentlichen Tagebuchstudie wurden mit Hilfe eines Random-Intercept Cross-Lagged Panel Modells (RI-CLPM) analysiert. Es gab keine reziproken Beziehungen zwischen Job Crafting, Arbeitsengagement und Leistung auf intraindividueller Ebene zwischen den Wochen, die Beziehungen waren sehr heterogen. Drittens, in Studien 3 und 4 haben wir die Approach-Avoidance Job Crafting Skala basierend auf dem Approach-Avoidance Crafting Model entwickelt und validiert. Die Skala bildet Approach und Avoidance Crafting als unabhängige Faktoren ab und misst 8 verschiedene Dimensionen resultierend aus einer hierarchischen Struktur, die frühere Job Crafting Konzepte integriert. Unsere Ergebnisse zeigten inkrementelle Validität von Approach und Avoidance Crafting bei der Vorhersage von arbeitsbezogenen Outcomes. / Job crafting – employee-initiated changes to the job – has received a high priority in science and practice in the recent years. Job crafting literature often emphasizes its positive effects – both at the between-person and within-person level. However, job crafting and its consequences seem to be more complex and, thus needs further understanding. Doing so, the aim of the dissertation was to expand current job crafting theories by using three approaches. Therefore, I conducted four studies resulting in three manuscripts. Firstly, in Study 1, I referred to the resource-consuming nature of job crafting and found a curvilinear effect (U-shaped curve) of the job crafting strategy crafting social resources (i.e., increasing social resources) on work engagement. This only applied to exhausted employees (i.e., a moderation effect). Secondly, in Study 2 focused on the fluctuating portion of job crafting within employees and investigated reciprocal relationships between job crafting, work engagement, and performance from one week to the next at the within-person level. Data from a weekly diary study were analyzed with a random-intercept cross-lagged panel model (RI-CLPM). There were no reciprocal relationships between job crafting, work engagement, and performance at the within-person level across weeks, rather the relations were more heterogeneous than anticipated. Thirdly, in Study 3 and 4, we developed and validated the Approach-Avoidance Job Crafting Scale based on my approach-avoidance crafting model. The scale depicts approach and avoidance crafting as two independent factors and assesses eight different job crafting dimensions. These result from a hierarchical structure in which previous job crafting concepts are integrated. Our results showed that approach and avoidance crafting have incremental validity in predicting work-related outcomes beyond previous job crafting scales.

Job Crafting (JC) är en teori om hur anställda aktivt formar sina jobb. I denna tvärsnittsstudie undersöktes hur 530 anställda och chefer i svensk och spansk äldreomsorg skattade JC. Syftet var att undersöka hur land, position och JC kunde predicera psykisk hälsa och vårdkvalitet. JC mättes med Job Crafting Questionnaire, JCQ. Variablernas relation analyserades med multipel hierarkisk regressionsanalys. Huvudresultaten visade att variabelmodellen i viss mån predicerade psykisk hälsa och vårdkvalitet. Land gav högst grad av utfall. De svenska skattningarna visade lägre psykisk hälsa och vårdkvalitet än de spanska. Fler studier kan ge förståelse skillnaderna mellan länderna som framkom. För kunskap om JC behövs longitudinella studier av både kvalitativ och kvantitativ art. Det kan visa sätt att hantera europeisk äldreomsorgs framtida rekryteringsbehov och arbetsvillkor.

This thesis concerns the relatively recent phenomenon of part-time managers and professionals. The focus is the part-time working arrangement (PTWA) and specifically the process by which it emerges and develops, building on existing literature on working-hours preferences, the role of the organization in part-time working and alternative work organization for temporal flexibility. Two large private-sector organizations, each operating in the UK and the Netherlands, provided four different research sites for narrative interviews with 39 part-time managers and professionals. The key contribution to knowledge is to identify the process of developing a PTWA as a combination of the formal negotiation of a flexibility task i-deal and an informal process of job crafting. In a situation of high constraint – where the individual’s goals conflict with organizational norms and expectations – the tensions between ‘being part-time’ and ‘being professional’ necessitated identity work at each stage, as individuals constructed a ‘provisional self’ which in turn enclosed each stage of the development of the PTWA. The four stages were: first, evaluation of alternative options, including postponing the transition to part- time until more appropriate circumstances arise; secondly, preparation of the individual business case for part-time; thirdly, formal negotiation of a flexibility task i-deal; and finally an informal, unauthorized adaptation of the arrangement over time. Collaborative crafting of working practices (predictability, substitutability, knowledge management) provided greater opportunities for adaptation than individual activities. This study’s contribution to theory in the nascent field of part-time managers and professionals is a process model which suggests how three sets of discourses act as generative mechanisms at each stage of the emergence and development of the PTWA, creating or destroying ‘action spaces’. These discourses are: the perceived ‘nature’ of managerial and professional work, the perception of part-time as a personal lifestyle choice, and the understanding of part-timers as either ‘other’ or the ‘new normal’.

以前如果你討厭你的工作，可能只有辭職或忍耐這兩種選擇，但是最近學者開始鼓吹第三條路：從事「工作塑造」，想辦法給你討厭的工作一個新樣子，讓你覺得工作其實也可以是一件很有意思的事情。 本研究的目的在於：(一)歸納幼兒園園長與教師工作塑造之樣貌；(二)探討幼兒園園長與教師工作塑造之歷程；(三)比較幼兒園園長與教師工作塑造之異同。本研究主要採取質性研究方法，從臺北市、新北市91~95年幼兒園教育評鑑績優名單中，立意取樣選取公、私立各25位園長和教師進行個別訪談，所有訪談錄音在轉換成逐字稿後，再以MAXQDA質性分析軟體進行資料的編碼分類。 本研究獲致之結論歸納如下： 一、幼教工作者的工作內涵多元，因此，其所從事的工作塑造樣貌非常豐富。 二、幼教工作者的工作塑造歷程，可分為：動機、學習歷程、工作疆界改變、挑戰、及調適行動五大部分。 三、幼兒園園長與教師所從事的工作塑造有許多異同處。 (一)相同處：由於園長與教師的背景與工作環境相似，在從事工作塑造的動機、學習歷程、改變的工作疆界、遭遇的挑戰、及採取的調適行動，皆有大範圍的重疊。 (二)相異處： 1.園長─工作疆界改變主要聚焦在全園園務上，然受限僵固的園所文化、害怕干擾他人，而減少從事工作塑造的頻率，故採取調適行動幫助自己創造更多的工作塑造機會。 2.教師─工作疆界改變主要聚焦在班級課程與教學上，然受限缺乏權力，而減少從事工作塑造的頻率，故採取調適行動幫助自己尋找更多支援以獲得工作塑造機會。 / Once upon a time, if you hated your job, maybe you only can choose to quit or to endure it. Recently, a group of researchers is trumpeting a third option：Doing “Job Crafting“ to make a new shape for your disagreeable job. Then, you will think that work is very interesting. This research aims to：(a) sum up the forms of Job Crafting at preschools；(b) probe into the course of Job Crafting at preschools；(c) compare the similarities and differences between principal and teacher at preschools. This study adopts qualitative research way in the main. We are in the light of “The list of outstanding performance educational evaluation in Taipei City and New Taipei City at 91 - 95” and using the purposeful sampling method to select each 25 of principal and teacher in public and private preschools to have an individual interview. And all the sound recordings are converting to verbatim recordings. Than we put data into the MAXQDA for coding and classification. Results show as follows: I. Due to principal and teacher at preschools has multiple contents of work, the forms of Job Crafting they engaged are rich. II. Principal and teacher at preschools have the same course of Job Crafting, including:motivation, learning, change of working boundary, challenge, and adaptive move. III. There are a lot of similarities and differences between principal and teacher at preschools, when they are engaged in the Job Crafting. A. The similarities：Due to principal and teacher at preschools has the same background and working environment, they have a lot of similarities on motivation, learning method, change of working boundaries, challenge, and adaptive move for Job Crafting. B. The differences： 1. Principals ─ The change of working boundaries is focused on affairs about program. They limited by the rigid culture of program and not encroaching on others. They take adaptive moves to create more opportunities of Job Crafting. 2. Teachers ─ The change of working boundaries is focused on affairs about curriculum and teaching. They limited by lacking formal power. They take adaptive moves to find support to get more opportunities of Job Crafting.

This thesis concerns the relatively recent phenomenon of part-time managers and professionals. The focus is the part-time working arrangement (PTWA) and specifically the process by which it emerges and develops, building on existing literature on working-hours preferences, the role of the organization in part-time working and alternative work organization for temporal flexibility. Two large private-sector organizations, each operating in the UK and the Netherlands, provided four different research sites for narrative interviews with 39 part-time managers and professionals. The key contribution to knowledge is to identify the process of developing a PTWA as a combination of the formal negotiation of a flexibility task i-deal and an informal process of job crafting. In a situation of high constraint – where the individual’s goals conflict with organizational norms and expectations – the tensions between ‘being part-time’ and ‘being professional’ necessitated identity work at each stage, as individuals constructed a ‘provisional self’ which in turn enclosed each stage of the development of the PTWA. The four stages were: first, evaluation of alternative options, including postponing the transition to part- time until more appropriate circumstances arise; secondly, preparation of the individual business case for part-time; thirdly, formal negotiation of a flexibility task i-deal; and finally an informal, unauthorized adaptation of the arrangement over time. Collaborative crafting of working practices (predictability, substitutability, knowledge management) provided greater opportunities for adaptation than individual activities. This study’s contribution to theory in the nascent field of part-time managers and professionals is a process model which suggests how three sets of discourses act as generative mechanisms at each stage of the emergence and development of the PTWA, creating or destroying ‘action spaces’. These discourses are: the perceived ‘nature’ of managerial and professional work, the perception of part-time as a personal lifestyle choice, and the understanding of part-timers as either ‘other’ or the ‘new normal’.

The present study examined the relationship between perceived overqualification and work engagement through basic need satisfaction at work and further incorporated job crafting and nonwork crafting to understand the indirect role of need satisfaction. In study 1, a new measure for targeted nonwork crafting was developed and validated. The final scale provided adequate reliability and validity evidence, and predicted life satisfaction and job satisfaction above and beyond the measures of intrinsic motivation and recovery experiences. The main study included a total of 321 full-time employees who had been working in their current job for at least 3 months and represented diverse occupations and industries. Results indicated that basic need satisfaction at work explains the negative relationship between perceived overqualification and work engagement. However, job crafting and targeted nonwork crafting do not moderate the indirect effect of basic need satisfaction at work. Supplemental analyses revealed that job satisfaction emerges as a reactive response to unmet needs at work while targeted nonwork crafting serves as a buffer for the relationship between perceived overqualification and burnout. These findings underscore the importance of considering motivational implications of overqualification on work outcomes and integrating cross-domain variables to the overqualification research.