Title: Green knowledge-skill-ability - enhancing work practices fostering the customer contact employees' extra-role performance

Authors: Sanober Tariq; Muhammad Imran Malik; Saddam Hussain

Addresses: COMSATS University Islamabad, Attock Campus, Near Officers Colony, Kamra Road, Attock, Pakistan ' COMSATS University Islamabad, Attock Campus, Near Officers Colony, Kamra Road, Attock, Pakistan ' COMSATS University Islamabad, Attock Campus, Near Officers Colony, Kamra Road, Attock, Pakistan

Abstract: The aim of the study is to examine the relationship of the green KSA-enhancing practices bundle with the customer contact employees' extra-role performance. Moreover, the work engagement is used as mediator. The relationships are examined through the lens of social exchange theory. Data was collected in two samples; the first sample included 63 while the second sample included 77 different branches of government and private banks in Pakistan. Structural equation modelling was used to analyse data. The results suggest that the enchantment of green work surges through the veins, weaving an intricate web that partially bridges the gap between the bundle of green KSA-enhancing practices and the extra-role performance of customer contact employees. The uniqueness of this study lies in its exploration of the aforementioned bundle and its impact on employees' extra-role performance, using second-order factor analysis. Remarkably, no prior research has examined this bundle in such a manner.

Keywords: work engagement; customer contact; social exchange theory; SET; green knowledge-skill-ability-enhancing practices bundle; employees extra role performance.

DOI: 10.1504/IJBPM.2026.154882

International Journal of Business Performance Management, 2026 Vol.27 No.4, pp.469 - 497

Received: 03 Jan 2024
Accepted: 24 Jul 2024
Published online: 17 Jul 2026 *

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