THE MODERATING ROLE OF SERVICE RECOVERY PERFORMANCE ON THE RELATIONSHIP BETWEEN TEAMWORK AND JOB SATISFACTION: A STUDY OF SINGAPOREAN BANKING INDUSTRY

Visuanathan Gopalan ()
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Visuanathan Gopalan: SRM Institute of Science and Technology, India

Journal of Internet Banking and Commerce, 2019, vol. 24, issue 02, 01-14

Abstract: Singapore is recently facing a tremendous increase in the number of banking companies. Relevantly, this study researched the impact of teamwork on job satisfaction, and investigated the moderating role of service recovery performance on the link between teamwork and job satisfaction among employees in banking sector in Singapore. This study adopted quantitative method, while data were obtained using research questionnaire disseminated to employees working in banking companies in Singapore. Analysis was executed with the IBM SPSS software. The results show that teamwork has significant impacts on job satisfaction through service recovery performance as moderator. The contribution of this study includes providing a theoretical explanation concerning the association between teamwork and service recovery performance alongside its associated outcomes. Moreover, the findings showed that working in team will lead the managers and management to a new dimension with holistic approach in the job satisfaction arena. Based on the study findings, practical and theoretical implications were discussed.

Keywords: Teamwork; Service Recovery Performance; Job Satisfaction; Singapore (search for similar items in EconPapers)
JEL-codes: A11 (search for similar items in EconPapers)
Date: 2019
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