Job crafting and critical work-related performance outcomes among cabin attendants: Sequential mediation impacts of calling orientation and work engagement

Abstract

Our paper investigates whether calling orientation and work engagement (WNG) mediate the link between job crafting and cabin attendants' critical work-related performance outcomes serially. These outcomes are service recovery performance (SP), in-role performance (IRP), extra-role performance (ERP), and creative performance (CP). Data were gathered from 296 cabin attendants through a Web-based survey in Korea. The results revealed that calling orientation and WNG fully and sequentially mediated the aforementioned relationships. Specifically, job crafting gives rise to higher calling orientation, which boosts WNG. These cabin attendants in turn exhibit SP, IRP, ERP, and CP at elevated levels. Implications of the roles of calling orientation and WNG as the serial multiple mediators are discussed to add to the current understanding through which job crafting is linked to SP, IRP, ERP, and CP.