IMPACT OF EMPLOYEE DISPLAYED EMOTION ON PERCEIVED WAITING TIME OF CLIENTS AMONG ISLAMIC BANKS OF PAKSITAN

Naveed Mushtaq, Muhammad Asim, Mohsin Raza Khan, Tanveer Illahi and Abdul Qayyum
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Naveed Mushtaq: Noon Business School, University of Sargodha, Pakistan
Muhammad Asim: Noon Business School, University of Sargodha, Pakistan
Mohsin Raza Khan: Bahria Business School, Bahria University, Islamabad, Pakistan
Tanveer Illahi: Management Studies Department, Bahria Business School, Bahria University, Islamabad, Pakistan
Abdul Qayyum: Management Studies Department, Bahria Business School, Bahria University, Islamabad, Pakistan

Bulletin of Business and Economics (BBE), 2021, vol. 10, issue 1, 99-113

Abstract: The core and main objective of this study is to examine the relationship of employee displayed emotions on perceived waiting time that is ultimately affect the approach behavior of clients in a service environment. This study examined the different effects of environmental elements with the path of perceived waiting time and the path of emotions too. We surveyed on an adapted questionnaire 191 clients among Islamic banks of Pakistan during rush hour. We found some interesting facts that there is no significant effect of employee displayed emotions on perceived waiting time of clients. There is a strong significant effect of employee displayed emotion on approach behavior which shows an alarming mindset of clients of Islamic Banks. There is no change in approach behavior of clients of Islamic banks even they have not been treating in a well behavior or professionally.

Keywords: Employee Displayed Emotion; Perceived Waiting Time; Physical Element (search for similar items in EconPapers)
JEL-codes: J22 J5 (search for similar items in EconPapers)
Date: 2021
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