Abstract: Purpose: This study aims to understand the relationship between perceived organizational support and self-efficacy, and also to understand whether job crafting serves as a mediator and the effect of job complexity as a moderator. The research highlights how support from the organization helps employees change the meaning, tasks, and their relationship with the job, which makes them feel confident in a complex work environment. A recent report by Bain and NASSCOM emphasized that by 2047, the service sector in India, which is largely fueled by the information technology (IT) and information technology-enabled services (ITES) industry, is estimated to contribute close to 60% of India’s GDP (BS Reporter, 2025). The IT field is chosen as the context for the study because it is claimed that people constitute a core determinant of output in knowledge-intensive work contexts. IT employees operate within a fast-changing, dynamic, and rapidly innovating environment.
Design/methodology/approach: Academic databases, including Google Scholar, EBSCO, and ProQuest, were utilized to conduct the initial research. The literature review focuses on perceived organizational support, self-efficacy, and their mediation through job crafting, as well as the moderated effect on job complexity. A quantitative study was conducted among a heterogeneous sample of employees working in the Information Technology Sector, with a total sample size n = 374. The data were analyzed using SPSS software.
Practical implications: The organization should provide support to employees and help them craft their job roles, which will increase their confidence and ability. Additionally, job complexity should be managed well to enhance performance. i.e., excessive complexity may negatively impact performance.
Outcomes: The study found that perceived organizational support (POS) has a positive impact on self-efficacy (SE). Job crafting (JC) strongly mediated the relationship between perceived organizational support and self-efficacy. Job complexity moderates the relationship between job crafting and self-efficacy. Thus, the research highlights that overall supportive environment, proactive job crafting, and manageable job complexity enhance the confidence and belief of employees
Originality/value: This paper contributes to the literature by highlighting how perceived organizational support has a positive effect on employee self-efficacy through job crafting as a mediating factor, and how job complexity moderates these relationships