How CSR practices and employee resilience transform hotel service innovation and well-being: The role of job and leisure crafting

This study explores the impacts of employee perceived corporate social responsibility (CSR) and resilience capability on service innovation performance and employee well-being, focusing on the mediating roles of job and leisure crafting. Using a quantitative approach, data were collected from 23 business hotels and leisure resorts in Taiwan, yielding 563 valid responses (93.8% response rate). Results show that perceived CSR significantly enhances job and leisure crafting, leading to improved service innovation and well-being. The findings underscore the importance of CSR in reshaping work and leisure roles to improve organizational performance and employee health. Greater resilience enables employees to adapt to change and reinvent their roles effectively. This study contributes to theory and practice by applying Social Information Processing and Conservation of Resources theories to explain how CSR and resilience jointly foster proactive behaviors. The findings offer practical guidance for hotel managers to improve HR practices and strengthen employee well-being and innovation during crises.