Department of Food Franchise Business, Kyungnam University, Changwon 51767, Korea.
Future IT Innovation Laboratory, Pohang University of Science and Technology, Pohang 37673, Korea.
Int J Environ Res Public Health. 2020 Oct 1;17(19):7198. doi: 10.3390/ijerph17197198.
This study examined the effect of service employees' resilience on deep acting in the job demands-resources model (JD-R model). It set and verified person-job fit and work engagement as double-mediation factors between service employees' resilience and deep acting. To accomplish this, surveys targeting service employees working in the retail finance industry in Korea were administered. The analysis showed that resilience significantly increased person-job fit, and person-job fit improved work engagement. Additionally, it showed that work engagement improved deep acting. With regard to the double-mediation effect, the direct effect of resilience on deep acting was not statistically significant, but the double-mediation effect through person-job fit and work engagement was significant. In other words, person-job fit and work engagement fully mediated the relationship between resilience and deep acting. Additionally, person-job fit alone did not mediate the relationship between resilience and deep acting, but the independent mediation effect of work engagement was significant.
本研究考察了服务员工韧性对工作要求-资源模型（JD-R 模型）中深度行为的影响。它设定并验证了人-职匹配和工作投入作为服务员工韧性和深度行为之间的双重中介因素。为此，对在韩国从事零售金融行业的服务员工进行了调查。分析表明，韧性显著提高了人-职匹配，而人-职匹配提高了工作投入。此外，研究还表明，工作投入提高了深度行为。关于双重中介效应，韧性对深度行为的直接效应在统计学上不显著，但通过人-职匹配和工作投入的双重中介效应是显著的。换句话说，人-职匹配和工作投入完全中介了韧性和深度行为之间的关系。此外，人-职匹配本身并不能中介韧性和深度行为之间的关系，但工作投入的独立中介效应是显著的。
