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• W2762230983 abstract "(ProQuest: Appendix omitted.)IntroductionThe Indian banking sector's performance has remained subdued during past few years. This trend had set in since 2011-12 with slowdown most notably in case of bank credit that dipped to a single-digit figure. In particular, profitability of Public Sector Banks (PSBs) diminished with a significant decline in return on assets. Further, a drop in asset quality of banks in general and PSBs, in particular, has continued with a rise in volume and proportion of stressed assets (Report on Trend and Progress of Banking in India 2014-15, 2015). However, this sector is poised for robust growth with laying of greater emphasis on providing improved services to customers by upgrading technology infrastructure so that customer's overall experience is enhanced and banks attain a competitive edge (Indian Banking Sector Snapshot, 2016).In this context, challenges faced by bank managers are many. To achieve competitive advantage, managers are expected to be customer-oriented in all their interactions with their customers. Towards this end, managers exert psychosocial effort that often has a bearing on their wellbeing, especially their job satisfaction. The strategy that a manager adopts in regulating his or her emotion is also an important factor to be considered while studying relationship between customer orientation and job satisfaction. Hence, present study examines in banking sector, relationship between customer orientation and job satisfaction as well as mediating role of successful emotion regulation (deep acting and expression of naturally felt emotions) in relationship between customer orientation and job satisfaction.Literature Review and Hypotheses Development Customer OrientationCustomer orientation is propensity to give outstanding customer service (Grandey and Gabriel, 2015). Customer orientation consists of four dimensions: (i) need to pamper, (ii) need to read customer's needs, (iii) need for personal relationship, and (iv) need to deliver (Donavan et al., 2004). Customer orientation, a vital work motive in service organizations, is mainly implemented through individual service employees. Researchers have established that customer orientation has an impact on an individual's performance, both self as well as supervisor-rated. Brown et al. (2002) found that customer orientation and conscientiousness accounted for 26% of variance in self-rated performance. Further, customer orientation along with direct effects of conscientiousness and agreeability accounted for 12% of variance in managerial ratings.Customer Orientation and Job SatisfactionCustomer orientation is also found to have an influence on job satisfaction. Donavan et al. (2004) found that positive influence of customer orientation on certain job responses (job satisfaction and commitment) was stronger for service workers who spent more time in direct contact with customers than for those workers who spent less time with customers. In line with this research, we hypothesize following:Hypothesis 1: Customer orientation (need to pamper, need to read customer's needs, need to deliver, need for personal relationship) will be positively related to job satisfaction.Emotion Regulation: An Emotional Labor PerspectiveGross (1998) defined emotion regulation as the processes by which individuals influence which emotions they have, when they have them, and how they experience and express these emotions. Further, labor is defined as emotional regulation required to display organizationally desired emotions by (Zapf and Holz, 2006). In an organizational context, emotion regulation is considered as effort expended by employees in their attempts to adhere to socioemotional demands of their jobs (Grandey and Gabriel, 2015).When research on emotions in workplace started gaining closer attention, differing perspectives emerged regarding labor-the stress of managing emotions to express certain emotions to customers based on work role demands. …" @default.
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• W2762230983 title "Customer Orientation and Job Satisfaction in the Banking Sector: Examining the Mediating Role of Successful Emotion Regulation" @default.
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