The Art of Juggling: Effects of Employee’s Polychronic Orientation on Service Recovery Performance and Extra-Role Customer Service

Q3 Business, Management and Accounting

Journal of Asia-Pacific Business Pub Date : 2023-04-03 DOI:10.1080/10599231.2023.2217492

Asra Jabbar, Rizwan Qaiser Danish

引用次数: 0

Abstract

ABSTRACT The banking industry is known for its dynamic and competitive organizational structure, which requires polychronic employees to improve service quality and satisfy customers. However, to remain competitive, the banking industry must manage the level of work engagement. This study examines the link between the polychronic orientation of employees on service recovery performance and extra-role customer service with the intervening role of work engagement in the banking industry among 285 employees. Further, positive affectivity moderates between employees’ polychronic orientation and work engagement. This enhances our knowledge on polychronicity, work engagement, service performance recovery and extra-role customer service in the banking industry.

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杂耍艺术：员工多时取向对服务恢复绩效和角色外客户服务的影响

银行业以其充满活力和竞争的组织结构而闻名，这就要求多职员工提高服务质量，满足客户需求。然而，为了保持竞争力，银行业必须管理工作投入水平。本研究以285名银行业员工为研究对象，考察了员工在服务恢复绩效和角色外客户服务方面的多时取向与工作投入的中介作用之间的关系。此外，积极情感在员工多时间取向与工作投入之间具有调节作用。这增强了我们对银行业多重性、工作投入、服务绩效恢复和角色外客户服务的了解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Asia-Pacific Business Business, Management and Accounting-Business and International Management

CiteScore

2.50

自引率

0.00%

发文量

期刊介绍： Present circumstances underscore the need to improve the understanding of conducting business with and within the Asia-Pacific countries. The Journal of Asia-Pacific Business™ provides a blend of cutting-edge knowledge and practical applications on business management and marketing strategy. In the Journal of Asia-Pacific Business™, you will find articles and feature sections that provide a pragmatic view of the business environment in this dynamic region. This essential resource offers readers a good blend of descriptive, conceptual, and theoretical articles dealing with current topics.