The benefits of service employees’ resilience in the workplace: a mediation and moderation analysis

Resilience has been considered a salient capability of employees who face hardships at work. However, prior studies have shown inconsistent outcomes of this construct. Within the service sector, this study aims to elucidate how resilience affects three important aspects of employees in the workplace. A structural model was developed and tested using the CB-SEM method with the data obtained from 224 employees. The results show that employee resilience, directly and indirectly, brings benefits for themselves (job performance), their co-workers (organizational citizenship behavior), and the firm (job embeddedness). Further, resilience negatively moderates the impacts of job embeddedness on organizational citizenship behavior, and organizational citizenship behavior on job performance. Theoretical and managerial implications are then discussed.