Title: Employee engagement and extra-role service behaviour in the retail banking industry: a moderated mediation model of job autonomy and job passion

Authors: Faheem Gul Gilal; Zubaida Ashraf; Rukhsana Gul Gilal; Sarfraz Ahmed Dakhan; Naeem Gul Gilal

Addresses: Department of Business Administration, Sukkur IBA University, Sukkur, 65200, Sindh, Pakistan ' Department of Business Administration, Sukkur IBA University, Sukkur, 65200, Sindh, Pakistan ' Department of Business Administration, Sukkur IBA University, Sukkur, 65200, Sindh, Pakistan ' Department of Business Administration, Sukkur IBA University, Sukkur, 65200, Sindh, Pakistan ' School of Management, Huazhong University of Science and Technology, Wuhan, 430074, Hubei, China

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.

Keywords: employee engagement; extra-role service behaviour; ERSB; job passion; job autonomy; retail banking.

DOI: 10.1504/IJISCM.2022.127073

International Journal of Information Systems and Change Management, 2022 Vol.13 No.1, pp.73 - 92

Received: 24 Aug 2021
Received in revised form: 29 Jul 2022
Accepted: 31 Jul 2022
Published online: 21 Nov 2022 *

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