The role of customer orientation and organizational level on hotel employees’ job crafting

This study proposed the model introducing the influence of employees’ customer orientation on job crafting and the moderating impact of organizational level on the relationships among customer orientation, job crafting, and job satisfaction. The data were collected using a self-administered questionnaire in Seoul, South Korea. The results presented that customer orientation is significantly associated with job crafting. The impacts of customer orientation on job crafting vary based on employees’ organizational levels. The study findings contribute to deepen the job crafting literature by identifying customer orientation as an antecedent of job crafting and by revealing the influence of organizational level as a moderator.