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Available. Open Access. Open Access
Article
Publication date: 1 April 2022

Adil Zahoor and Danish Khan

This study aims to investigate whether frontline retail banking employees’ proactive personality helps in ameliorating customer engagement. This study further aims to investigate…

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Abstract

Purpose

This study aims to investigate whether frontline retail banking employees’ proactive personality helps in ameliorating customer engagement. This study further aims to investigate the mediational role of work engagement and service recovery performance in the employee proactivity – customer engagement relationship.

Design/methodology/approach

This study used a triadic approach for the collection of primary data. Each triad consisted of a customer, a frontline employee and an immediate colleague of the frontline employee. Structured questionnaires were used to solicit data from the respondents. Specifically, customers were asked to report their level of engagement with the bank and the recovery performance of the employee who redressed their grievances. Frontline employees responded to their level of work engagement while their colleagues reported about the proactive disposition of frontline employees at the workplace.

Findings

Empirical findings revealed under service scenario, Indian retail banking employees’ proactive disposition nurtures customer engagement. It was further observed that this relationship is sequentially mediated by work engagement and service recovery performance.

Originality/value

The role of frontline employees in enriching customer engagement has to date remained under-researched among marketing scholars. To the best of the authors’ knowledge, this study is the maiden attempt to relate frontline employee proactivity with customer engagement. Also, this study is one of the early research to investigate customer engagement under a service recovery context, thereby, opening pathways for further exploration.

Details

IIM Ranchi journal of management studies, vol. 1 no. 2
Type: Research Article
ISSN: 2754-0138

Keywords

Available. Open Access. Open Access
Article
Publication date: 17 October 2024

Priyanka, Shikha N. Khera and Pradeep Kumar Suri

This study aims towards developing a conceptual framework by systematically reviewing the available literature with reference to job crafting under the lens of an emerging economy…

236

Abstract

Purpose

This study aims towards developing a conceptual framework by systematically reviewing the available literature with reference to job crafting under the lens of an emerging economy from South Asia, i.e. India, which is the largest country and the largest economy in the South Asian region.

Design/methodology/approach

The study employs a hybrid methodology of a systematic literature review (SLR) and bibliometric analysis using VOSviewer and Biblioshiny. Bibliometric analysis provides glimpses into the current state of knowledge like-trend of publication, influential authors, collaboration with foreign authors, the major themes and studied topics on job crafting in India etc. Further, a detailed SLR of the selected articles led to the development of the conceptual framework consisting of the enablers and outcomes of job crafting.

Findings

It discusses implications for academia, business and society at large, and also provides valuable insights to policymakers and practitioners paving the way for better adoption, customization and implementation of job crafting initiatives.

Originality/value

Owing to its own unique social, cultural, and economic characteristics, the dynamics of job crafting in India may vary from other countries and regions which can also be reflective of how job crafting operates in South Asia in general. As job crafting was conceptualized and later evolved mostly in the western context, our study assumes greater significance as it is the first study which attempts to systematically review the job crafting literature to understand how job crafting manifests in the Indian context and presents a conceptual framework for the same.

Details

Business Analyst Journal, vol. 45 no. 2
Type: Research Article
ISSN: 0973-211X

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