Employee engagement and extra-role service behaviour in the retail banking industry: a moderated mediation model of job autonomy and job passion

Faheem Gul Gilal, Zubaida Ashraf, Rukhsana Gul Gilal, Sarfraz Ahmed Dakhan and Naeem Gul Gilal

International Journal of Information Systems and Change Management, 2022, vol. 13, issue 1, 73-92

Abstract: Grounded on self-determination theory, this research aims to investigate the impact of employee engagement (EE) on extra-role service behaviour (ERSB) through the mediation of job passion and the moderation of job autonomy. Towards this goal, we recruited n = 246 front-line employees from the retail banking industry. The theorised relationships were examined using mediation and moderation analysis. Results demonstrate that EE significantly strengthens ERSB in a retail banking environment. The findings also indicate that job passion partially mediates the relationship between EE and ERSB. Additionally, our study demonstrates that the relationship between EE and job passion is stronger when employees have high levels of job autonomy than when they have low job autonomy.

Keywords: employee engagement; extra-role service behaviour; ERSB; job passion; job autonomy; retail banking. (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijiscm:v:13:y:2022:i:1:p:73-92

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