Employee engagement and extra-role service behaviour in the retail banking industry: a moderated mediation model of job autonomy and job passion Online publication date: Mon, 21-Nov-2022
by Faheem Gul Gilal; Zubaida Ashraf; Rukhsana Gul Gilal; Sarfraz Ahmed Dakhan; Naeem Gul Gilal
International Journal of Information Systems and Change Management (IJISCM), Vol. 13, No. 1, 2022
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.
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