This study examines whether job crafting of Indian frontline retail banking employees improves their service recovery performance. A total of 327 customers, who experienced a service failure and requested for a recovery in the past three months or less, were identified and their response was sought on the recovery performance of the employee whom they had approached for recovery. Subsequently, the corresponding employees were approached for data regarding their job crafting, burnout and work engagement. A common identification number was used to facilitate the matching of customer and employee responses. The results suggest that job crafting positively influences service recovery performance and work engagement, but negatively influences burnout. Further, employee burnout and engagement significantly mediate the relationship between job crafting and service recovery performance.

这项研究检查了印度一线零售银行员工的工作手艺是否能改善他们的服务恢复表现。总共确定了327名客户，他们在过去三个月或更短的时间内遇到服务故障并要求恢复，并寻求他们对他们寻求恢复的员工的恢复绩效的回应。随后，与相应的员工联系以获取有关其工作制定，职业倦怠和工作投入的数据。使用通用的识别号来促进客户和员工响应的匹配。结果表明，工作制定对服务恢复性能和工作投入有积极影响，但对职业倦怠有负面影响。进一步，