Self-Monitoring, Job Crafting and Contextual Performance among Customer Service Personnel

Abstract

Customer service delivery has become relevant in modern organizations due to global competition requiring a need for employees to be sensitive to the needs of clients. It is therefore necessary that psychological factors which influence customer services are investigated. This study aimed at exploring the relationships among self monitoring, job crafting and contextual performance among customer service employees. Data for the study was collected from 254 customer service personnel, working in the service sector (utility, telecommunications and financial institutions) in Ghana. Respondents were made to answer questionnaires on self monitoring, job crafting, contextual performance and demographics. Five main hypotheses were tested using the independent t-test, correlation and regression analysis. The results indicated that there is a significant positive relationship between self monitoring and job crafting. Job crafting was also positively related to contextual performance. High self monitors performed better in contextual behavior than low self monitors. Further, job crafting mediated the relationship between self monitoring and contextual performance. The moderation effect of educational level, age and sex however was not supported by the data. The practical implications of the findings and recommendations for future research in the area of self monitoring, job crafting and contextual performance are discussed.