Purpose–This paper seeks to examine the nature of relationships between six
organizational support mechanisms, a personal resource, and selected psychological and …

Purpose Within the retail banking sector, the customer-centric business model has become
an important and new business trend in recent years. The enhancement of the frontline …

Purpose–The purpose of this paper is to investigate the mediating role of person-job (PJ) fit
on the impact of organizational resources (training and service technology), and a personal …

The purpose of this study is to empirically test and extend our knowledge of the determinants
of customer-oriented behaviour of front-line employees across a range of service settings …

Purpose Based upon social exchange theory, this study investigates the mediating effect of
consumers' trust in banking industry frontline employees on two relationships:(1) the relation …

Purpose–The purpose of this paper is to investigate to what extent bank manager's
coaching, a managerial relationship behavior based on mutual trust, openness and quality …

This study aimed to measure the impact of employee empowerment on customer-oriented
behavior in the Jordanian commercial banks. The study addressed two perspectives of …

A research model investigating work engagement as a mediator of the effects of job
resourcefulness and customer orientation on job satisfaction, affective organizational …

Purpose Relying on the theories of substitutes for leadership and psychological
empowerment, this study aims to explore how perceptions of customer positive feedback …

In this study, a model examining the effects of customer orientation and job resources
(supervisory support, training, empowerment, and rewards) on frontline employees' job …