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This study aims to identify an effective work design for telework practices in Thailand by investigating the influence on employee work engagement and job stress of job demands and resources in three domains of work characteristics – task, social and contextual.

In total, 1,052 high-intensity teleworkers participated in our online survey. Nested model comparisons and chi-square difference tests were used to test the significance of the three domains of work characteristics by comparing changes in model fit associated with the removal of the parameters associated with each domain. The best fit model was then used to examine the hypothesized relationships.

The results revealed that each domain of work characteristics provides additional and meaningful insights on employee outcomes. For telework practices in Thailand, supervisor support and work autonomy, the job resources specified respectively in the social and task domain can enhance work engagement. In contrast, supervisor surveillance and communication overload, the job demands in these respective domains can lead to job stress. Additionally, telework contextual demands of blurred work–life boundaries reduce employee work engagement. Communication overload has paradoxical outcomes of increased job stress and improved work engagement.

This study contributes to the work design and telework literature by applying an integrative work–design approach to demonstrate that organizations should consider both job demands and resources in a wider context of work design. This study also provides insights in respect of Thai cultural values to explain the effective design of telework practices in Thailand, a country where telework is relatively new and the work–design literature is very limited. This study is useful for international business managers wishing to adopt telework practices in Thailand to localize how telework is organized and ensure a smooth transition to the new world of work more successfully in the post-pandemic period.

The purpose of this paper is to investigate the moderating effect of personality traits (i.e. extraversion and emotional stability) toward the relationship between perceived supervisory support (PSS) and employees’ service recovery performance (SRP) in call centers.

Self-administered questionnaires were distributed to call center in service organizations located in Thailand. Moderated regression analysis and the follow-up analyses were employed to test hypotheses.

The findings reveal that emotional stability moderates the relationship between PSS and employees’ SRP. Unexpectedly, no evidence was found that extraversion moderates the service performance relationship.

The limitations include generalizability and the neglect of other personality traits that could influence SRP. Future research could validate the study in different countries and examine the moderating roles of other personality traits in the SRP model.

This study provides insights for people management managers that SRP of employees with high emotional stability could be enhanced and diminished corresponding to the level of supervisory support. Therefore, attention should be paid to this particular group of call centers for their contribution that could be maximized if they received high support from supervisors.

Previously, little attention has been given to understand the role of personality traits on SRP. In doing so, this research contributes to the literature by investigating the moderating roles of emotional stability and extraversion on employees’ SRP.