Service amid crisis: the role of supervisor humor and discretionary organizational support

Purpose This paper aims to study the effects of widespread stress and uncertainty that is characteristic organizational crises on service employees explore extent which organizations may proactively use supervisors’ positive humor discretionary support goes above beyond employee expectations mitigate pandemic’s negative impact work engagement. Design/methodology/approach Cross-sequential survey-based data was collected from 172 during height pandemic assess employees’ perceptions both their employers’ in response emotion-laden surrounding COVID-19. PROCESS analysis used test hypotheses conduct supplementary analyses. Findings Results suggest positively dimensions engagement at Time 1. then impacts extra-role behavior, innovativeness pride 2. The supervisor outcomes fully mediated through From a moderation perspective, shown as substitute for creating low levels suggesting two “resource builders” can act substitutes Originality/value provides unique insights into valuable role workplace workers’ times crisis moderating plays when are relatively low. Moreover, supplemental examination multidimensional construct mediator between how context deferentially affect experience implications other worker outcomes. Understanding proactive, ameliorative effectiveness played by an emerging question research.