This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline...

Purpose – The purpose of this study is to investigate the relative efficacies of intrinsic and extrinsic cues as drivers of customer loyalty to financial institutions between male and female bank customers. Design/methodology/approach – A large-scale survey of 872 customers of a national...

A model of bank choice behavior for small and medium‐sized firms in the construction industry is developed and tested. The results suggest that bank choice behavior of homebuilders can be represented as a global construct with three viable components: search, credence and experience. The model...

Purpose – This paper seeks to examine the nature of relationships between six organizational support mechanisms, a personal resource, and selected psychological and behavioral work outcomes. A related objective of the study is to uncover whether these relationships exhibit similar patterns...

Purpose – The purpose of this paper is to investigate the mediating role of person-job (P-J) fit on the impact of organizational resources (training and service technology), and a personal resource (customer orientation) on frontline bank employees’ job performance and turnover intentions....

The study proposes and tests a model of consumer bank choice behavior in a south eastern city in the USA, based on the economics of information theory. The model expands the domain of inquiry beyond the initial level attributes to the first‐order latent construct and the second‐order...

Purpose – This study aims to develop and test a comprehensive model that begins with management commitment/concern and progresses through intermediate links of service climate and in‐role frontline employee (FLE) performance to customer satisfaction and eventually to sales performance....

Purpose – The study first seeks to determine the underlying configurations of service quality perceptions between Turkish and German bank customers and then tries to ascertain the extent of cross‐cultural congruence. Design/methodology/approach – Samples of Turkish and German bank...