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Purpose The purpose of this study was to determine the moderating role of job crafting in the effect of emotional labor level on self-esteem and job satisfaction in food and beverage establishments. Design/methodology/approach This quantitative study was conducted in Gaziantep, a UNESCO gastronomy city. Data were collected through a survey administered to service staff in food and beverage establishments in Gaziantep. SmartPLS, a second-generation statistical software, was used for data analysis. Reliability and validity were conducted in the first stage, while measurement and structural model analyses were conducted in the second stage, and hypotheses were tested. Findings The analyses revealed that job crafting, considered as the moderating variable, had positive and significant effects on self-esteem and job satisfaction, considered as the dependent variables. Furthermore, the analyses concluded that job crafting did not moderate the effect of emotional labor level on self-esteem and job satisfaction. Practical implications Improving the working conditions and personal well-being of employees in sectors with high turnover rates will help alleviate negative consequences such as alienation from their work and themselves, intentions to leave, and decreased performance. Originality/value This study explores the topic of job crafting for the first time, along with the concepts of emotional labor, self-esteem, and job satisfaction. This opens up new avenues for research on employees who fulfill customer needs in restaurants and cafes within food and beverage businesses.
Düzgün et al. (Mon,) studied this question.