Psychological Empowerment and Service Culture: Fostering Sustainable Service Behavior in the Banking Sector

Vairamani Sathyamoorthi, Sikkander Basheer Inayath Ahamed, Nishad Nawaz, Anandhan Hariharasudan () and Ravindran Kandasamy
Additional contact information
Vairamani Sathyamoorthi: Kalasalingam Academy of Research and Education
Sikkander Basheer Inayath Ahamed: Kalasalingam Academy of Research and Education
Nishad Nawaz: Kingdom University
Anandhan Hariharasudan: Kalasalingam Academy of Research and Education
Ravindran Kandasamy: Presidency College

A chapter in Corporate Practices: Policies, Methodologies, and Insights in Organizational Management, 2024, pp 963-984 from Springer

Abstract: Abstract Evidence mentions that banking is the most vulnerable business worldwide. The success of the business wholly depends on the interest of the customer. To achieve this, banks must inculcate a service nature among their employees. This study focuses on highlighting the significance of Psychological Capital (PsyCap) as a mediator variable between Psychological Empowerment (PsyEmp) and Service Behavior (SB) and Service Climate (SC) and Service Behavior (SB) of the employees in the banking sector in south India. Data were collected from the banking professionals (Mid-level Managers) using a structured questionnaire to test this interrelationship. The data were collected from public and private sector banking in various cities in Southern India. R statistical software was used to test direct and indirect effects among the variables used in the study. As a result, this study predicted the importance of Psychological Capital (Psy Cap) as a mediator to promote Service Behavior (SB) among banking employees toward the viability of business in the long run. This study further highlighted the role of Psychological Empowerment (PsyEmp) and Service Climate (SC) in encouraging Service Behavior (SB) of banking employees to sustain the business for the long run. Managerial implications and future scope were discussed in detail in this study.

Keywords: Psychological empowerment; Service climate; Service behaviour; Psychological capital and banking professionals (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-981-97-0996-0_57

Ordering information: This item can be ordered from
http://www.springer.com/9789819709960

DOI: 10.1007/978-981-97-0996-0_57

Access Statistics for this chapter

More chapters in Springer Proceedings in Business and Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().