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The Art of Juggling: Effects of Employee’s Polychronic Orientation on Service Recovery Performance and Extra-Role Customer Service

Asra Jabbar & Rizwan Qaiser Danish

Journal of Asia Pacific Business2023https://doi.org/10.1080/10599231.2023.2217492article
AJG 1ABDC C
Weight
0.43

What the paper says

The banking industry is known for its dynamic and competitive organizational structure, which requires polychronic employees to improve service quality and satisfy customers. However, to remain competitive, the banking industry must manage the level of work engagement. This study examines the link between the polychronic orientation of employees on service recovery performance and extra-role customer service with the intervening role of work engagement in the banking industry among 285 employees. Further, positive affectivity moderates between employees’ polychronic orientation and work engagement. This enhances our knowledge on polychronicity, work engagement, service performance recovery and extra-role customer service in the banking industry.

2 citations

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https://doi.org/https://doi.org/10.1080/10599231.2023.2217492

Or copy a formatted citation

@article{asra2023,
  title        = {{The Art of Juggling: Effects of Employee’s Polychronic Orientation on Service Recovery Performance and Extra-Role Customer Service}},
  author       = {Asra Jabbar & Rizwan Qaiser Danish},
  journal      = {Journal of Asia Pacific Business},
  year         = {2023},
  doi          = {https://doi.org/https://doi.org/10.1080/10599231.2023.2217492},
}

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Evidence weight

0.43

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.21 × 0.4 = 0.08
M · momentum0.80 × 0.15 = 0.12
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.