Purpose The episodes of customer rage with employees during service encounters are common and adversely affect the long-term commitment of employees with an organization. The service organizations, in an effort to control employee turnover, are striving hard but have failed. There are a wide...

Purpose The purpose of this paper is to investigate Pakistani bank front-line employees’ intentions to behave ethically by using the extended theory of planned behaviour (ETPB) into which religiosity (i.e. religious activity, devotion to rituals and belief in doctrine) is integrated as a...